Writing Messages with Customer Order & Credit Info

Instructor: Kat Kadian-Baumeyer

Kat has a Master of Science in Organizational Leadership and Management and teaches Business courses.

Correspondence written to customers that includes information like order details or credit information is considered routine business communication. These forms of communication should be written in a positive reader-centered manner.

Routine Business Communications

So, you applied for your first credit card. The day finally arrives! You received a letter from ABC Credit Company. It states that ABC Credit Company decided not to extend you credit after all. It's a drag, but it could have been worse. The way a letter like this is worded can really have an effect on how the reader takes the news.

This type of letter is considered a routine message, which is one that a company sends out to customers on an everyday basis. They can be sent for a myriad of reasons, such as to:

  • Confirm an order
  • Relay a shipment date
  • Provide information about a change in credit
  • Extend credit to a new client

No matter how routine this type of correspondence is, it is important that the company remembers that a customer is on the receiving end of it.

How To Let Someone Down Softly

So, when drafting letters like this, it is important to maintain a positive tone. Walk in the shoes of the reader. Ask yourself how you would want the news disseminated.

Try this example:

Dear Mary,

Thank you for your recent inquiry into becoming a Gold Card member. We know how much having a good credit history is to you. However, after carefully reviewing your application, we respectfully denied your application at this time. This decision was based on your recent credit repayment history.

We review credit applications every six-months. Should your credit history change during that time, please feel free to reapply through our convenient online application.

In the meantime, please feel free to contact our credit manager, Julie Sunshine, at 555-212-5555 to discuss other options, like a secured credit card or even credit counseling.

We are pleased that you applied for our services and hope to do business with you in the near future.

Sincerely,

Bob Hart

Credit Manager

In this letter, Mr. Hart thanked Mary for applying, provided a positive tone and gave her options for credit in the future.

Telling A Credit Applicant The Good News

Let's pretend that Jane, owner of Jane's Gourmet Deli, is approved for credit. The same positive tone applies. However, more information would be included in this type of letter:

  • Credit amount
  • Credit terms
  • Early payment terms
  • Late payment fees
  • Payment options
  • Ordering options
  • Contact information

The letter would look something like this:

Dear Jane,

Welcome to Green Bean Grocers, Inc. It is our honor and pleasure to extend your company, Jane's Gourmet Deli, a $5,000 credit limit. We know you value timely payments and we do, too. Below are our credit terms:

Credit Limit: $5,000

Terms: 30-days full payment required

Early Payment: Pay in 15 days and receive 2% discount on your next order

Late Fee: Payments over 30 days are subject to a 5% late fee

Payment Options: Online payments, certified checks and money orders

We are certainly excited about our new relationship and want to make it as convenient as possible. Please take advantage of our online ordering system, called Easy Peasy.

Jane, we'd like to give a special thanks to you. Please use the code NEWBIE on your next order to receive a 25% discount on all non-sale merchandise.

Again, we appreciate your business.

Sincerely,

Mimi Legume

Credit Manager

In this correspondence, Jane was not only informed of the decision is a positive way; she was given all of the details she needs to proceed with her order.

Customer Order Letters

I'm sure you've placed an order online. It's exciting to know that a package is going to arrive any day! But then, you wonder about a few things. Did they get the order right? How will the package arrive? When will it arrive? With so many looming questions, there is no rest until the doorbell rings.

Well, companies can take the mystery out of online shopping by providing the customer with a few pieces of information:

  • Contents of order
  • Shipper information
  • Shipping date
  • Approximate timeframe
  • Tracking information
  • Cancellation policy
  • Return policy
  • Contact information

Let's see:

Dear Avery,

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