Request a Customer’s Preferred Resolution Without Promising It

Before you write

Use this example when a complaint could lead to different remedies and the review team wants to understand what outcome would help. Gather the details below so the recipient can act without asking you to reconstruct the situation.

• Complaint reference
• Facts already confirmed
• Review owner and permitted options

An email you can adapt

The subject “Your preferred outcome for case [reference]” identifies the request. Replace each bracketed field with a checked detail and remove any sentence that does not describe your situation.

Subject: Your preferred outcome for case [reference]

Hi [name],
We are reviewing [issue] under [reference]. To understand what would help you, please tell us your preferred outcome and why it would address the problem. We will consider that request alongside the relevant facts and applicable process. Asking for your preference does not confirm that a particular remedy is available or approved. [Owner] will explain the decision or any supported alternatives by [next update date].
Best, [sender]

Check the boundary

Do not offer a remedy outside your authority or make the customer repeat evidence that is already recorded.

What a useful reply should settle

The reply should describe the requested outcome and the problem it would solve, without assuming approval.

Present the authorized decision clearly and distinguish any offered alternative from the customer’s original preference.