How to write a demand letter that gets paid (structure, tone, deadline, and where to send it)

A one-page demand letter resolves a surprising share of disputes because it shows the company you know the rule, have the evidence, and will file. The five-paragraph structure, the deadline that works, certified mail vs. email, what to attach, and the mistakes that get letters ignored.

The structure

1. Identification. Your name, address, email, phone. Account or order number. Date. "Re: Demand for refund of $[amount], order [number]."

2. Facts. Three to six sentences. What you bought or agreed, when, what went wrong, what you did to fix it (dates of contacts, case numbers), what they said.

3. The rule. One or two sentences citing the law or contract term. Examples:

• "Under the FTC's Mail Order Rule you were required to ship by [date] or refund."
• "Under [state] Civil Code §[X] the deposit was due within 21 days with an itemized statement."
• "Under Regulation E, 12 CFR 1005.11, you were required to investigate and provide provisional credit."
• "Your own terms of service (section 4.2) provide a full refund within 30 days."

4. The demand. "I demand payment of $[amount] within 14 days of the date of this letter, by [check to the address above / refund to the original card]." If a statute adds penalties, mention them: "If I am forced to file in small claims court, I will also seek [statutory penalty, court costs, interest]."

5. Closing. "This letter is sent in good faith to resolve the matter without litigation. I retain all rights. Enclosed: [list]." Sign.

Attach copies (never originals): receipt, contract, photos, correspondence, prior refund request.

Use the ready-made versions: demand letter for a refund and security deposit demand letter.

Where to send it

• Registered agent / legal department: search the company on your state's Secretary of State business search (free) to find its registered agent and address. Letters there reach legal, not a call center.
• Corporate headquarters "Attn: Legal Department" (address on the website's terms or privacy page).
• Support email as a duplicate, with "DEMAND LETTER" in the subject.
• For individuals (a landlord, a contractor): their address from the lease or contract; certified mail plus regular mail.

Certified mail with return receipt ($5–$9 at USPS) gives you proof of delivery that a court accepts. Email alone is fine for a first demand to a large online company, but for anything you'll litigate, use certified.

Tone and mistakes

• No threats beyond what you'll do. "I will file in small claims court" is credible. "I'll destroy your reputation" gets the letter forwarded to legal as a hostile customer.
• No emotions or long story. Facts and dates.
• No inflated numbers. Demand what you're owed plus what the statute allows.
• No vague deadline. "Promptly" means never.
• Don't send it before you've tried support once. Judges and companies expect a normal attempt first.
• Don't miss statutory prerequisites: Massachusetts requires a 30-day 93A demand letter before suing for deceptive practices; several states require a written demand before deposit penalties apply; California requires notice before some warranty claims. Check your state's rule for your claim type.

After the deadline

• Small claims: file with the letter and receipt as exhibits. See small claims guide.
• Chargeback if a card was involved and you're within the window.
• Agency complaint: which agency.
• Lawyer when fee-shifting applies (FDCPA, TCPA, Magnuson-Moss, wage laws, some state consumer statutes): the company pays your attorney if you win.

FAQ

Should I say "I'll sue" if I'm not sure I will?

Say it only if you're willing to file in small claims. Filing is cheap and simple; decide first.

Can I send it as a lawyer would?

Don't pretend to be a lawyer. A clear letter from you citing the rule works nearly as well; a lawyer's letterhead costs $200–$500 and can be worth it for large amounts.

They replied offering half

Counter once with your evidence and a firm number; settle if it's close. Time has value.