Refusing a Claim.

Can you help me to write bad news email letter with a subject line on the following question:

Refusing a Claim. 

“Your company, Ergolab, manufactures and sells ergonomic, sustainably designed, made-in-Canada modular office furniture. One of the things that sets your company apart is its generous 90-day return policy. As long as the components are undamaged and returned in their original packaging, a full refund and coverage of return shipping costs are guaranteed. A few days ago, in your role as social media manager and manager of customer service for your small company, customer Joseph Heywood initiated a live chat through your company’s customer service software. From the few details he shared, you understand he purchased five standing desks and a suite of conference room furniture for his tech startup five months ago and now claims the price was too high and wants to return the items even though he has discarded the packaging. Before you could resolve the issue, Joseph ended the chat but immediately took his complaint to Twitter, where he wrote that your products were “ridiculously expensive” and that returns are “a nightmare.” “If you want a deal, shop somewhere else,” he tweeted. You will attempt to redirect the conversation to private e-mail, where you hope to resolve the matter; however, Joseph was more than two months’ late initiating the return and your company policy regarding refunds after the deadline, as noted on all receipts and your company website, is firm. According to your understanding, the quality of the Ergolab furniture he purchased was not the reason for his wanting to return it. Your company will automatically replace any defective item and send its troubleshooting team onsite to problem-solve setup and configuration issues. Your products are manufactured in Canada, not overseas, to LEED-certified standards superior to those of your closest competitors and your company has won numerous awards for sustainable design, which accounts for the difference in price.”