Copy a Letter
Example Letter #1
Thank you for pointing out the error in the supplies invoice. It appears that a typist transposed two numbers. I am canceling that invoice and am sending you a new one with the correct amount. Don't worry about sending payment until you receive the corrected invoice. Thank you for your patience and understanding.
Example Letter #2
After you informed us of an error on your January bill, we investigated the matter and admit the mistake was ours. Until our new automated system is online, we are still subject to the frailties of human error. Rest assured that your account has been credited as you will see on your next bill. Thank you for your help in rectifying this matter. We apologize and look forward to serving you in the future.
Example Letter #3
We have checked our deposit records and have indeed found that you are correct in assuming that one of your deposits was erroneously deposited into another person's account. Because our computers were down the day you made the deposit, all of our work had to be hand written, increasing the chance for an oversight. We have made the adjustment and apologize for any inconvenience this error has caused.
Example Letter #4
Please accept our sincere apologies for the recent error in your electric bill. The meter reader recorded the wrong numbers during his monthly visit to your home. Your meter has been reread and a corrected statement is enclosed; please pay the balance due by the 25th. We are sorry for any inconvenience this may have caused you.
Example Letter #5
Thank you for pointing out the error in your February electricity bill. We sent someone out to double-check the meter reading and you were perfectly right. The first reading was incorrect. The amount you should have been billed was $128.79. Please send your check for that amount along with the original bill. There is no need to explain the discrepancy as our records have already been corrected.
I apologize for the inconvenience our error has caused you.
Billing and invoice errors are relatively minor mistakes that can usually be corrected easily. Make your apology brief and to the point. Words such as "oversight" and "error" help keep the mistake a minor issue. Focus on actions taken to correct the error. Sincere, well-worded apologies can generally satisfy the customer.
1 Admit that the customer is right.
2 Explain the error, if appropriate.
3 Explain what you and the reader must do to remedy the problem.
4 Offer an apology.