Formal to Client
Workplace · Email
申し訳ございませんが、その件は弊社では対応いたしかねます。 — I apologize, but our company is unable to handle that matter. (Workplace · Email, Formal to Client, JLPT N2)
You
申し訳ございませんが、その件は弊社では対応いたしかねます。
もうしわけございませんが、そのけんはへいしゃではたいおういたしかねます。
I apologize, but our company is unable to handle that matter.
Romaji: Moushiwake gozaimasen ga, sono ken wa heisha de wa taiou itashikanemasu. / Reply Romaji: Shouchi shimashita. Gokentou arigatou gozaimashita.
Reply
承知しました。ご検討ありがとうございました。
しょうちしました。ごけんとうありがとうございました。
Understood. Thank you for considering it.
Gesture & etiquette
Phone or email primarily. If verbal in person, slight bow (15°), neutral expression — do not look apologetic enough to suggest negotiation room. Maintain firm yet warm tone, hands relaxed at sides.
Critical B2B refusal. 'いたしかねます' is the standard humble form of 'cannot do.' Never say 'できません' alone — it sounds blunt. Always pair refusal with apology + (where possible) suggested alternative or referral. Japanese refusal culture softens the blow and avoids leaving the client without a next step.