When a message contains a request that must be refused and another that is being answered favorably, the refusal must always be stated first.

Question

Quizplus · Accepted Answer

In such cases, it's often more effective to start with the positive news or the part of the request that can be fulfilled, followed by a careful and considerate explanation of why the other part of the request cannot be accommodated. This approach helps maintain a positive tone and soften the impact of the refusal.

When a Message Contains a Request That Must Be Refused