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Policy Statements









Guidelines : Accepting

Policy Explanations
Guidelines

  • Explain a company policy in clear, consistent terms. If appropriate you might include some history of the development of the policy.
  • Let the customer know how your company policies are to their own benefit and that they are designed to facilitate the best business relationship possible.
  • When quoting company policy in response to a complaint do not be unsympathetic to the concerns of the customer. Be firm and consistent in your application and enforcement of the company policy, but remember you don’t want to lose any customers if at all possible.
  • In the closing of your letter include an offer of assistance with any concerns or questions the customer may have.

Example 1: Examples letter of company policies

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Ms. Basque,

Thank you for your opening order. In response to your question about our credit policy, we will be pleased to establish a line of credit for your business upon receipt of the following:

• Tax returns for the past three years
• Four trade references
• Two bank references
• Personal financial statement

For your benefit I have enclosed the necessary forms.

Application processing takes from two to four weeks. Upon approval, your opening line of credit would be $10,000.

In the interim, we will be happy to complete your current order on a prepaid or COD basis. We do accept Visa and Mastercard.

We look forward to working with you in the future.

Sincerely,

Example 2: Policy statements letter

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Ms. Gorecki,

In response to your recent letter, please allow me to explain our company’s policy regarding the return of custom-made merchandise.

In your letter you expressed your desire to return the product you ordered from us. It is my understanding that you wish to discontinue the use of the assembly unit, of which the our product is a major component.

We cannot accept any return of custom designed or imprinted merchandise. There is no resale market for custom-made industrial equipment.

My apologies for our inability to grant your request.

Sincerely,

Example 3: Delivery shipping policy letter

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Mr. Callahan,

I’d like to take a moment to tell you about our delivery policy. Understanding this will allow you to take full advantage of our timely and efficient shipping program.

The majority of our products are currently in stock and ready for immediate shipment to your location. In general, you can expect delivery within 2-3 days of our receipt of an order.

If a product is not currently in stock, we will notify you either by telephone, fax or e-mail within 24 hours of receipt of your order. We will provide you with a firm delivery date at that time.

Depending on the size and volume of your order, we ship by either common carrier, Federal Express or UPS. Unless otherwise directed, all shipments are routed by the most economical way. Each shipment comes complete with a packing slip attached to the box.

Should you have any questions about our delivery policy, please do not hesitate to call me.

Sincerely,

Example 4: Policy statements of company

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Mr. Jones,

With the holiday season approaching all of us at Conner Fashions want to thank you, our valued customer, for your patronage this past year.

We’d also like to take a moment to explain our policy regarding gratuities. We do not allow Conner employees to accept or solicit gratuities of any kind during the holiday season or at any other time of the year. Our employees are well-compensated for their work.

Your thanks and continued business are enough.

Have a safe and happy holiday season.

Sincerely,

Example 5: Holiday Credit Policy

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Ms. Martin-Medeski,

There is excitement in the air at each of our stores. As the holidays approach, we are busy stocking our shelves with beautiful, new, and surprisingly affordable gift items to make your shopping experience easy and affordable.

We’re introducing a special credit plan just for the season. This plan is designed to help you better plan your budget for the holidays.

The next time you shop at our store, just show the enclosed card to the salesperson prior to making your purchase. You’ll then be able to charge merchandise up to your account limit with no payments due until June 1 of next year. Best of all, it’s all interest free!

So come on by today. We’re ready to make your holiday shopping experience easy and enjoyable.

Sincerely,

Example 6: Sampling Policy

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Mr. Lavelle,

We appreciate your interest in our line of products. I understand you are seeking a low-cost, high-quality alternative for your business needs. I think we may be able to help you.

We’ve been providing regional businesses with the best products available for years. All this is possible because our products are only available directly from our central distribution warehouse.

I’ve included samples of our product line per your request. Additionally, I’ve enclosed a complete catalog of all our products and services.

To order, simply return the order form to us by mail or fax – or call us on our toll-free number (555) 555-5555.

Thanks again for your interest in our products. I look forward to hearing from you soon.

Sincerely,

Example 7: Service Call Policy

Company Name or Letterhead
Address
City, State Zip

Date

Addressee
Address
City, State Zip

Dear Ms. Marquette:

I was sorry to hear about the problems you are experiencing with your processing unit. That model has an unusually good track record, especially in comparison to similar units.

When you purchased the unit, a 12-month service agreement, including no-charge parts and labor, was included. Unfortunately, your service agreement expired last month. As a result any service work will require a charge according to the enclosed schedule.

We are the largest distributor of industrial equipment in the area. Our extensive experience and expertise allows us to guarantee all repairs completed in 120 days. You won’t find a similar offer from any other distributor in the area.

To arrange an appointment for your repair, or to have our convenient pickup service come to your place of business, call (555) 555-5555.

Sincerely,

     

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