When You Include Resale in a Letter Refusing a Customer's

When you include resale in a letter refusing a customer's claim,you are doing all of the following except

A) restating some of the benefits that led the reader to buy the product in the first place.
B) encouraging the reader to continue buying from your firm.
C) using subtle language to persuade without annoying.
D) rebuilding the customer's confidence in the product.
E) providing an appropriate buffer to cushion the bad news.