If you were not able to find any results with your FIND function, but can confirm the person did in fact make the purchase, issue a new password, but make sure to tell them in an email message that they must ONLY use the new login information.

You'd be surprised at how many people will request a new login, but when it arrives by email, they either won't see it, or simply won't use it, and continue to try with the old login they were first issued. Also provide the login link, and username in your response. Never just send the password on it's own assuming they already have the rest of the information.

Here is an example of how we email Joe back, so that our response is easy to read.

The first thing you should do, IF using Eudora, is highlight the message that you want to quote in your response, as shown below, THEN click reply. Doing so will quote ONLY that part of the message, so you don't have the headers, or other email information to worry about!

I am not sure if this function is available in Microsoft Outlook, but do now it is not available in Outlook Express. It is extremely useful, and once you've grown used to it, you won't want to work without it.

Here is a what the incoming email looks like when you've highlighted it, prior to clicking the Reply button.

Once we've highlighted ONLY the text we want to quote back, and have clicked reply, this is how the outgoing email will be formatted:

Now, we really don't want the "At 08:47 AM...." stuff there, so we remove that, and remove anything else we don't want, then type our message above, and below that, like this:

Do not send a message that looks like this, because it is not easy for the customer to read.

As long as your response is easy to read, is well formatted, and contains all the information that Joe will ever need, you can send it. If it's well written, the only reply you should get back in return is a "Thank you!!" message, or something similar.

Of course you should spell check the outgoing email first, to avoid any typing errors. If you're using Eudora, you can have it automatically alert you of typo's, so you can fix them, prior to sending it.

Our example below shows what Eudora looks like, when it spots a typing error:

You can see the typo is underlined in red, so they are easy to spot. If you're not sure how to correctly spell the word in question, Eudora allows you to "right click" on the misspelled word, and choose the correct spelling underneath, like this:

If you use a specific word a lot, and Eudora always underlines it, saying it is misspelled, when it's not, such as a URL, you can ADD it to your dictionary inside Eudora, by clicking on ADD at the end of the drop down menu!

When you first start using Eudora, you will want to add a few words in there right away, such as the following commonly used words:

• http://
• www.
• .com
• URL
• yourdomainname

When Eudora first encounters all of those words, it will tell you they are misspelled, so add them in right away, and save yourself some time!