Retail companies usually go out of their way to ensure that the products they sell are of the highest quality. Unfortunately, sometimes customers are dissatisfied with their purchases for various reasons and they want to return them to the shop. In this case, after they return the product in question, you have to send them a letter acknowledging the return of an item for a refund, credit or exchange. These letters are intended to inform the customer that the product they returned has been received and that their concerns are being addressed. Its aim is to soothe any ill feelings the customer may have about the product and, by extension, the service of the company.

The letter should begin with an apology to the customer addressing the specific problem regarding the product (i.e. the wrong product was shipped, it was damaged in transit) and should name the specific product the customer ordered. It then goes on to reassure them that the problem is being addressed to avoid future recurrences and tells them what action the company is taking (i.e. they are being sent a replacement unit or a credit voucher) and within what specific time frame (it will arrive within four business days). It should end by reiterating the apology and expressing the hope that the company can continue to serve the customer in the future.

This letter may also be an acknowledgment of the customer’s problem with the product, in response to a complaint letter or call. In this case, the letter may provide instructions as to what the customer should do to get satisfaction (please return the product in its original packaging and we will provide you with a replacement).

Here is a sample of a letter acknowledging the return of an item.

Sample Acknowledgment Letter

Dear (name of customer),

We have received the (product name) that you have returned to our store. The (product) is one of a small batch that was damaged during shipping and we have already issued recall notices to other customers who have purchased the product.

We are sending a replacement (product name) to you by courier and it should arrive within five business days. Please accept once again our apologies for any inconvenience the product has caused you and we hope to continue being of service to you in the future.

Respectfully yours,

(Name of sender)
(Position)