Replying Negatively to Requests for Adjustment
Guidelines and Alternate Phrases
Share some of the blame for the problem, if possible.
We always try to have our salespeople emphasize the importance of following the instruction booklets carefully. Apparently, Mr. Smith was not emphatic on that point.
Although we try in every way possible to make sure the warranty terms are clearly understood, evidently we failed in this case. But please note in the first paragraph of the contract letter....
I should have reminded you of our earlier discussion as soon as I was aware there might be a problem.
Perhaps I should have phoned you personally to make you aware of the situation rather than simply conveying the details to your assistant.
Tell briefly and positively how the mistake occurred.
We have no other explanation about the damage other than it must have occurred after delivery to your site. Can you provide further documentation that the problem was ours? If so, please write again.
Because our documents say the merchandise was received at your address and signed for by Mr. Brown on June 10, we can only suggest that the weather damage occurred after that time.
State tactfully what you can and cannot do about the misunderstanding. Be simple and clear.
We, therefore, cannot replace the equipment, but we will be happy to repair it at a cost of $___. Please let us know what you decide.
Since we cannot replace the item, please let us know what other actions you’d like us to take. Should we repair it and send you the bill, return the merchandise to you as it is, or simply discard it here?
Because the terms of our agreement were not met, we must decline to offer the discount. I’m sure you understand that we cannot show partiality to one customer without making other customers feel they have been treated unfairly.
Although there is the temptation to make an exception in your case, that would simply not be fair to others involved.
Assume that the reader, once he or she understands the correct facts of the matter, will accept your position and continue the business relationship.
We trust that you understand the reasons behind our decision and hope we can continue to serve you in the future.
I’m sorry we can’t help you with this particular request, but under the circumstances, I think you’ll agree with our position.
I’m sure you understand our plight in this whole matter. Again, thank you for discussing the matter with us.
I think you will understand our position. If, however, there are other circumstances of which we’re unaware, please write again, and we will certainly want to do whatever is appropriate then.
Thank you for giving us an opportunity to explain our situation and position to you.
We value your goodwill and want to continue doing business with you as we have over the years.
We value your business and want to continue to serve you in the future.
We look forward to your giving us another opportunity to serve you.
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