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Response to Customer

No Error in Collection Letter / Invoice

A letter of reply / response regarding a purported error stated in a collection letter. It confirms and reiterates the correct outstanding amount as per the system, and request the client to check his record again and discuss further for any discrepancies.

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Document Description

The document titled 'Response to Customer' is a written response from a company to a customer regarding an issue raised by the customer in a collection letter. The document serves to address the customer's concerns and provide clarification on the outstanding amount mentioned in the letter.


The document starts with a standard header containing the company's information, including the company name, address, and the current date. It is addressed to the customer, using their title and last name.


The content of the document begins by expressing gratitude to the customer for bringing the 'error' in the collection letter to the company's attention. The company acknowledges the customer's potential frustration and assures them that they have thoroughly reviewed their records to address the issue.


The company then proceeds to provide a detailed account of the invoices that have been sent to the customer, including the dates and amounts. They also mention the payments that have been made by the customer on specific dates and amounts. Despite these payments, the company states that there is still an outstanding amount that the customer owes.


The company requests the customer to double-check their own records and invites them to discuss any discrepancies they may find. The document concludes with a polite closing and the account first name and last name of the company representative.


Overall, the document aims to address the customer's concerns regarding the outstanding amount and provide a detailed explanation of the company's records and calculations.

How to use this document?

1. Review the customer's complaint: Read the customer's collection letter carefully to understand the issue they have raised regarding an 'error' in the letter.

2. Verify the company's records: Cross-check the customer's claims with the company's records to ensure accuracy. Look for the specific invoices mentioned by the customer and compare them with the company's records of invoicing and payments.

3. Identify outstanding amount: Calculate the total outstanding amount by subtracting the payments made by the customer from the total invoiced amount. Ensure that the calculations are accurate and match the company's records.

4. Prepare a response: Use a professional tone and language to address the customer's concerns. Begin by expressing gratitude for bringing the issue to the company's attention and acknowledging the customer's potential frustration.

5. Provide a detailed explanation: Clearly outline the invoices sent to the customer, including the dates and amounts. Mention the payments made by the customer and explain that despite these payments, there is still an outstanding amount.

6. Encourage double-checking: Request the customer to review their own records and invite them to discuss any discrepancies they may find. Assure them that the company is open to resolving any issues.

7. Close politely: Conclude the response with a polite closing, using the account first name and last name of the company representative.

8. Proofread and send: Before sending the response, proofread it for any errors or inconsistencies. Ensure that the response is clear, concise, and addresses all the customer's concerns. Finally, send the response to the customer in a timely manner.

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