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Free Handling Misunderstanding - Explain Customer's Situation

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Dear _________________:

 

We received your letter in which you expressed your concern over _________________.

 

Please let me explain how this situation came about. Generally, the system _________________.

 

It seems that in your case, this happened instead. _________________.

 

I hope this letter helps to clarify the situation and that you understand why _________________. Please feel free to call me if you would like to discuss this situation further.

 

Sincerely,

 

 

 

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