They're Asking for Something You Can't Do — How to Decline
When to send this
When what they want is outside what you offer, or something you'd do badly. Taking it on usually costs more than declining — work you do badly comes back as a complaint or a review.
The reply (copy it)
Turning down something you can't do
Thanks for thinking of us!
Honestly though, [the request] isn't something we do well — I'd rather tell you now than take it on and let you down.
[If you know one] For this kind of thing, [alternative direction] is usually a better fit.
If you ever need [what you're actually good at], come straight back to me!
The most common mistake
Hedging to be polite ("let me see what I can do…"). They'll read that as hope, and declining later lands much harder. Decline clearly, now. Vague kindness does more damage in the end.
When the situation is different
If you know who can do it, refer them. This is the part of declining that actually earns you something — their problem still gets solved, just not by you. They remember that you helped, and they come back when it's something you do.
After you send it
Add one line on what you can do. Customers often don't know the edges of your service, and that sentence sometimes turns into a different sale.
Replies for other situations
This is one of 12 common customer message situations. The full set (with a picker) is here:
See all 12 customer message replies →
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