Rejection letter templates
As much as every business wants to please their customers each and every time, itโs not always possible to say yes to all customer requests. Embracing the idea that the customer is always right makes it harder to figure out how to say no to customers without disappointing or losing them. However, when a customer demands something that is not available, unreasonable, or simply impossible to provide, everyone involved in direct interactions with customers should be perfectly aware of how to say no to customers in a polite way.ย
How to say no to customers without losing their business
How to say no to customer requests or demands without making customers angry, frustrated, or disappointed? Here are some basics to keep in mind whenever you have to write a rejection letter to your customers or prospects.
- Reframe the โnoโ using positive language, which is the only communication you should use when writing a rejection letter.
- Keep a simple rejection letter format: show appreciation, break the news, tell why, offer help, and close on a high note.
- Use empathy statements to show you understand a customerโs feelings (i.e. I totally understand that โฆ, I know how frustrating it must be โฆ, etc.)
- Always provide a dedicated explanation of why you are not able to fulfill a customerโs request (i.e. something goes against company policy).
- Assert your refusal without giving false promises to customers (i.e. donโt promise to implement a feature in the near future if you are not really planning to do that).
- Find the closest alternative, if possible. Even if it wonโt work for the customer, they will still appreciate your effort.
- Make sure a customer understands you are saying no to their request, not to them personally.
- If things change, follow up with the customer to let them know you are now able to fulfill their request.
How to say no to a customer: 7 Rejection letter templates
Whether itโs a fear of a bad reputation, ruining your relationship with a customer, or completely losing their business, rejecting customer requests can be challenging if you donโt know how to do it in a professional way. In fact, learning how to say no is an essential skill, especially for those working in customer-facing positions. A polite refusal is often your best bet if you have to reject a proposal.
Below are some standard rejection letter templates you can use (and personalize) for your customer interactions.
How to say noย to a customer feature request
Hi [NAME],
Thank you for emailing and bringing this feature to our attention. I could definitely understand how our customers would benefit from it.
Right now, we donโt have anything like that in place, however, weโve actually heard that request quite a lot, so weโll possibly implement it very soon. Iโll talk to our development team and find out if that could be added to a future release.
In the meantime, please let me know if thereโs anything else that we can help you with and have a great rest of the week!
Best,
[YOUR SIGNATURE]
How to say no to a customer asking for a feature that was removed
Hi [NAME],
Thanks for reaching out. This feature was removed from our product because it was slowing down the app loading time for most of our customers, including those who never used it. So we are not likely to bring it back any time soon.
I totally understand that it must be frustrating for you to lose a feature you relied on. But if needed, I could recommend you an alternative tool that has it. Regards,
[YOUR SIGNATURE]
How to say no to a customer asking for a discount
Hi [NAME],
Thank you for choosing [COMPANY NAME]. Weโre happy that youโve decided to buy our product and we canโt wait to have you on board!
Regarding your discount request, unfortunately, we wonโt be able to offer you a discount at the moment. We believe that our service offers more value for your money and besides, it would be unfair to our other customers if we make an exception.However, we do run promotions sometimes, you can find them on our website at [LINK], or you can subscribe to our monthly newsletter to be up-to-date with our future offerings.
Please let me know if you would like me to add your email to our mailing list.
Best,
[YOUR SIGNATURE]
How to say no to a customer asking for a refund/ return/ exchangeย
Dear [NAME],
Unfortunately, Iโm unable to process your refund/ return/ exchange request because the product has been damaged after the delivery.
I understand this is not the message you wanted to hear and it must be disappointing given that you didnโt get to use it much.
We do accept this damage was most likely caused unintentionally, so as a gesture of goodwill weโd be happy to provide you with a 20% discount off your future purchase. Simply use this code: [NAME] to redeem it.
If you have any questions, please let me know. I will always do whatever I can to assist you.
Regards,
[YOUR SIGNATURE]
How to say no to a customer asking you to do their job for them
Hi [NAME],
I have attached a short instruction that will walk you through the process of doing X. You can easily get this ready in less than no time.
In case you do face any difficulties, please donโt hesitate to reach me. We can get on a call and I will guide you step by step.
Regards,
[YOUR SIGNATURE]
How to say no to a meeting with a client
Hi [NAME],
Iโm so glad youโre interested in cooperating with our company on your new project.
As much as Iโd love to meet to personally, Iโm unfortunately unavailable to travel this week due to existing commitments and canโt give you the time you deserve to discuss this further.
However, Iโm happy to start the conversation now via email if that works for you?
[DETAILS YOU PLANNED ON DISCUSSING]
Would love to hear your thoughts on this. And if youโd prefer to discuss in person, Iโm available [DATES] and would be happy to talk more about it then.
Thanks for understanding,
[YOUR SIGNATURE]
How to say no a clientโs project
Hi [NAME],
Thanks a lot for sending us the details of [PROJECT NAME], it really sounds like a great opportunity!
However, after reading through the proposal and having a discussion with my team, weโve decided that unfortunately we wonโt be able to take on this project.
Though weโd love to move forward with this, at this moment we simply donโt have enough resources that this project deserves.
Should things change in the nearest future, I will definitely be in tough and let you know.
Best regards,
[YOUR SIGNATURE]
Ready to put our rejection templates to the test?
LiveAgent is the most reviewed and #1 rated customer satisfaction software for small to medium-sized businesses. Try it today with our free 14-day trial. No credit card required.
Frequently asked questions
What is a rejection letter?
A rejection letter is a formal letter to inform an applicant that he/she will not be hired.
What do you say in the rejection letter?
The letter should briefly summarize the principal reason for not hiring an applicant. The letter should end with a thank you note. Moreover, the rejection letter should be sent within a week of the interview.
How do you write a good rejection letter?
The letter should be addressed to the applicant and written in the third person. It should be professional, polite, and brief.
Learn how to politely decline requests in various situations, including work and everyday interactions. Tips include apologizing first, being straightforward, using the actual word "no," reaffirming your answer, offering an alternative, and promising to get back to the person later. By following these tips, you can say "no" more easily and avoid unpleasant situations. Remember that empathy and kindness can go a long way in delivering bad news.
The article discusses the importance of retaining customers through win-back emails, which can help reduce churn and increase revenue. Templates for different types of win-back emails are provided, including those offering a discount or reminding customers of benefits. Sending multiple emails is recommended to complete the process of re-engagement. The article also emphasizes the need to offer special incentives to win back disengaged customers, as it is more cost-effective to retain existing customers than to acquire new ones.
Why Customers Get Upset With Customer Service Representatives
Dealing with angry customers can be challenging for customer-facing professionals, with issues like being passed from agent to agent and rude service frustrating customers the most. Acknowledging customers' dignity and time is important for resolving complaints and retaining loyalty. By understanding triggers like unmet expectations and perceived unfair treatment, businesses can manage grievances effectively and improve service quality. Active listening, empathy, and adaptability are vital skills for customer-facing employees, and investing in employees can lead to a better customer experience. Resolving complaints with sincerity can lead to loyal customers.
How to conduct customer interview
The importance of good customer service is emphasized, as studies show that bad service can lead to lost customers and revenue. Conducting customer interviews can help businesses get unbiased feedback to improve their service. Planning is key for a successful interview, with steps including forming an interview team, deciding on the depth of the interview, finding the right customers, and writing a script. The actual interview should involve welcoming the customer, asking soft and meaty questions, observer questions, customer questions, and finishing up. After the interview, take time to review the results and implement changes.
We appreciate your recent sign up for a LiveAgent.
A message will be sent to your email address containing login details, right after your account is installed.
If you wait for a while, after installation is complete you will be able to access your account directly from here.
After the process is over, we will send the login details to your mailbox.
Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.