Polite to Stranger
Cultural · Communication
誠に申し訳ございませんが、その件につきましては致しかねます。 — I sincerely apologize, but I'm unable to accommodate that matter. (Cultural · Communication, Polite to Stranger, JLPT N3)
You
誠に申し訳ございませんが、その件につきましては致しかねます。
まことにもうしわけございませんが、そのけんにつきましてはいたしかねます。
I sincerely apologize, but I'm unable to accommodate that matter.
Romaji: Makoto ni moushiwake gozaimasen ga, sono ken ni tsukimashite wa itashi kanemasu. / Reply Romaji: Sou desu ka. Wakarimashita.
Reply
そうですか。わかりました。
そうですか。わかりました。
I see. Understood.
Gesture & etiquette
Slight forward bow (20 degrees) when delivering the refusal. Apologetic facial expression — sincere regret, not annoyed. Soft, measured tone. If they push back, hold the position calmly without elaborating excuses, and offer the alternative if possible.
Itashi kanemasu' is the most polite way to say 'I cannot do this' in business Japanese. Literally 'I bear the difficulty of doing it,' it softens refusal by framing your inability as a regrettable constraint, not a flat 'no.' Pair with 'moushiwake gozaimasen' for full politeness. If possible, offer an alternative ('chigau katachi de wa okotaeraremasen deshou ka' = could I help in another form?).