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Politely refusing an order
Wie man einen Auftrag höflich ablehnt

Who is to blame?

Sometimes an order is rejected if the customer has a bad reputation for settling their accounts, or for non-compliance with the contract, or if the after-sales service for your products is poor and is thus damaging your reputation.

The refusal may also be due to problems at your own company such as goods being out of stock, the discontinuation of certain products, production problems etc.

No matter what the request was, the reader of your letter deserves an explanation for the refusal.

Bad reputation

Even though you might feel like writing a negative letter, it is better to remain polite and diplomatic in your refusal:

• I am sorry to say that we must turn down your order. Due to heavy demand we will not be able to guarantee delivery.
• We had to withhold the delivery due to a breach of contract.

If you want to take another chance with the company, you could indicate terms on which you would be prepared to accept the order:

• We would only be prepared to supply on a cash basis.
• We will resume our deliveries as soon as payment has been made.
• If you can guarantee us an improvement in your after-sales service, we would consider continuing business with you.

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