. SAMPLE OF NEGATIVE MESSAGE (INDIRECT APPROACH) REFUSING CLAIM (REPLY TO LT3 ROUTINE MESSAGE SLIDE 13) Acknowledge the receipt of the letter Buffer: Express Appreciation + Understanding Reason: Result & evidence of the investigation Implied Bad News: Reject the responsibility Provide solution for showing support Offer settlement (make it clear that it is not for compensating any mistake on the company's side) Do not apologize Close: Retain good will + Contact method for follow-up - Thank you for your letter of 16 July 2020 regarding your order (Order no. 123456). We understand how disappointing it can be when your expectations are not met. We have investigated the situation, and found that you ordered 1,000 items. Please see the enclosed copy of your order form. Our dispatch office therefore sent 1,000 as requested. If you need the products urgently, you can order again. The products can be dispatched within 12 hours upon receiving the order by express courier to your store and would arrive by 20 July 2020. As your long-term business partner, no extra express courier will be charged as a special offer. We look forward to receiving your further orders in the near future. Should there be any further questions, feel free to call me at 3867 XXXX. EXERCISE: INDIRECT APPROACH LATE ORDER FULFILMENT Scenario: You can foresee that you may not be able to deliver the product to one of your clients on time (about a two-day delay) because this product is currently out of stock. You decide to tell this bad news to the client ahead. Your Tasks: 1) Write a letter to inform the client the situation. You can make up some relevant information if necessary. No proper format is needed. Submit your work on Moodle "Peer Feedback Exercise - LT4".