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How to say no to customers – Saying no email templates to clients

history May 6, 2020

local_library 0 minute read

Many merchants have come up with squirming situations when they are forced saying no to customers. The phrase “apologize or excuse for the inconvenience” sometimes turns out to be ineffective and confusing to the clients. So learning to deny to your customers is a vital key that each online business on Shopify should have.

In this article, Autoketing will bring readers up-to-date with various ways of denying responses to customers, which indeed let them down gently and maintain satisfaction. 

Strategies of saying no to customers


One of the most critical aspects of delivering outstanding customer service experience is listening. Listen carefully means providing great customer service and ensuring that as a merchant, you understand clients’ concerns and questions. When you send bad news without looking into their issues, you probably will ruin relationships with your customers. So how to listen to them appropriately:

Listen to find out the problems

Maybe the consumer has requested a product or service that you don’t sell. Or perhaps the consumer made a claim that was unfair, or even immoral. Under such cases, you better show your empathy and say no quickly after listening, instead of prolonging the conversation and beat about the bush. 

Ask clients why they want whatever they do. This not only helps you fully understand their needs, but it also shows clients that what they have to say is something you care about.

Listen to improve your business

By listening to figure out what your customers desire, you have an opportunity to improve your business and provide, upgrade your product in better ways. Clients are those who decide your success and failures.

Clarify and explain things with empathy

Once in a blue moon, customers speak in a roundabout and vague way, so you have no idea what they are actually looking for. Don’t rush to say “no,” carefully explain details to prevent confusion. Instead, ask clarifying questions to ensure you understand it all.

“I am not quite sure I understand what you mean, could you clarify it again.”

“Could you explain more about it so that we could provide you better service?”  

After clarifying the desire of your customers, explain why you cannot adapt to them. It is crucial for people to realize that you genuinely listen to their concerns. They’ll feel angry and irritated if you just tell them “No” without explanation. However, you’ll explain their questions if you have a clear explanation.

“Let me tell you why we cannot support you with this feature now”

“Please excuse for us the fact that this features you are requiring are not available at the present. Nevertheless, it is a top priority and we are going to do our best to introduce it as soon as possible.

“The main reasons for this are…”

Email templates to say no to customers in different situations

Situation 1: A client is asking for a feature (X) that you are not likely to provide.

Hi A,

We highly appreciate that you spare time to send us an ideal feature. We can see how amazing it is, however, at present, this feature is not available in our store now, please come again in the near future, we are trying to support our customers the best.

Would you mind sharing what your goal is and how you planned to use this feature to achieve it? It will help me figure out if there are alternate ways for you to achieve the same goal.

Do you mind sharing what your goal is and how you desire to use this feature to achieve it? It’ll help me find out whether you have different ways to accomplish the same goal



Situation 2: A customer requires a refund/reimbursement for a product they are not satisfied with.

Hi A,

We are here to keep you informed that we cannot process your reimbursement due to some policies we have mentioned customers before purchasing any products in our store.

We hope that you could understand. Instead of a refund, we could provide you a discount for another purchase, here is the link to get the voucher.



See more: Sales Pop Master ‑ Countdown

Situation 3: A client asks you to do the job for them.

Hi A,

We keep you informed with some detailed documents to help you through the steps to do X. Please check it out and really do help a lot! 

Nevertheless, if you do face any problems, please let us know. We can contact you directly and I can guide you step by step.



Situation 4: A customer is asking for a feature (X) that was no longer restock

Hi A,

We have to inform you that product X was no longer filled in the stock again because of some difficulties with the supply, moreover, the product did not come up to almost customers’ satisfaction. Therefore, we decide not to bring it back to our store again.

I understand that you feel disappointed with the loss of the product you like. We here to present you with another alternative product that may live up with your expectations.  



Here are 4 examples of refusing-customer scenarios that you may encounter, to find out more about the format of email, Thank you Email may help you deal with this. An application can be used with ease and effective-tool communication to keep the relationship between online business and customers. 

If you find our article interesting, find us at: Autoketing.

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