Tell the customer there will be no refund, but do so in a "you-oriented" way in which you have a chance of maintaining a relationship going forward.Here is what I have so far. Dear valued...

Tell the customer there will be no refund, but do so in a "you-oriented" way in which you have a chance of maintaining a relationship going forward.

Here is what I have so far.

Dear valued Customer,

It has come to my understanding that you have been unsatisfied with your recent purchase with us regarding product # abc. The defective item that you’ve purchased has been discontinued and is no longer available in stock. It has been past the 30 day return policy so unfortunately we will not be able to grant you a refund. We honor you as our customer and hope that you will continue to do business with us; therefore we can offer you a similar item that we do have in stock.

 

 

Please give updates to areas that may be weak or needs approving upon.

 

 

Thanks

Asked on by tabia724

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literaturenerd's profile pic

literaturenerd | High School Teacher | (Level 2) Educator Emeritus

Posted on

Overall, I believe that your response letter to the "customer" is well written and is very "you-oriented." There are a couple changes I would make to the letter though.

Instead of "The defective item that you’ve purchased has been discontinued and is no longer available in stock," it would sound better if it read like this: "The defective item that you have (do not use the conjunction) purchased has been discontinued and is no longer available" (delete in stock).

I would also change the following sentences: "It has been past the 30 day return policy so unfortunately we will not be able to grant you a refund. We honor you as our customer and hope that you will continue to do business with us; therefore we can offer you a similar item that we do have in stock." Instead, I would have the sentence read: "Although the item has surpassed our thirty day return policy, we value you as a customer. I hope that you will come in so that I may offer you a similar item which we do have in stock. Above all, we honor you as a customer and hope that you will continue to do business with us."

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