Tell a Customer Their Request Covers Two Separate Accounts

Before you write

Use this example when a support conversation mixes issues from distinct accounts and needs separation to protect permissions and context. Gather the details below so the recipient can act without asking you to reconstruct the situation.

• Verified account references
• Which issue belongs to each account
• Approved contact for each case

An email you can adapt

The subject “Separate account references for your requests” identifies the request. Replace each bracketed field with a checked detail and remove any sentence that does not describe your situation.

Subject: Separate account references for your requests

Hi [name],
Your message includes [issue A] for [reference A] and [issue B] for [reference B]. We need to handle these separately so each request follows the correct permissions and record. We will continue [issue A] in this case and direct [issue B] to [approved route]. Please do not forward private information between the accounts unless you are authorized to do so. We can explain the coordination process without combining their records.
Best, [sender]

Check the boundary

A person’s involvement in one account does not automatically authorize access to another account’s information.

What a useful reply should settle

The customer should know which case handles each issue and how the second request will continue.

Cross-reference only non-sensitive coordination details that the relevant account permissions allow you to share.