In responding favorably to a claim even though the customer was at fault, what should you try to accomplish in the body of your message?

What will be an ideal response?

Answer: In the body of the message, you want to discourage such claims in the future by steering the customer in the right direction. In addition, you don't want to imply that you will grant similar claims in the future. The challenge is to deliver the message diplomatically, without being condescending or preachy.