All of the following are considered routine business messages except a. an all-staff memo that outlines the new procedures for processing returned merchandise. b. an e-mail reply to a customer acknowledging that an order has been shipped. c. an e-mail message to a coworker that confirms the time for an upcoming meeting. d. a letter to a customer denying a request for credit.

d. a letter to a customer denying a request for credit.

Explanation:

Routine messages are part of a business' daily operations; It communicates the what, who, where and when elements of operations. They are usually  simple and positive requests for information or action by one person to another, daily meeting with coworkers, new updates and  instructions as well as replies to customers. Among the choices given, a letter to a customer denying a request for credit is not part of it.

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