Copy a Letter
Example Letter #1
We apologize for the duplicate service charge on your revolving credit account. It appears that we recorded the same stack of orders twice, but have now corrected our records.
We appreciate your calling this error to our attention so that we could correct it quickly for a few other customers as well. Thank you for your patronage. We look forward to serving you again.
Example Letter #2
Thank you for your telephone call on August 4, alerting us to our error. You are perfectly right, and we apologize for charging you for ten shirts instead of the five that you ordered. We have credited your account with $60, which leaves you with a $10.00 balance. As a token of our appreciation, we are enclosing a coupon for a 10% discount on your next order. We look forward to serving you again.
Example Letter #3
I apologize for the confusion in your shipment. I have included a shipping label for you to use in returning the incorrect goods, and this morning I sent out the balance of your corrected order. You should receive the package this week. Please note also that the newly calculated balance is $456.78 more than the incorrect invoice stated. Feel free to pay this on your next monthly billing cycle. I assure you we work hard to keep mistakes to a minimum. I hope our response was satisfactory, as we wish to continue working with you.
Example Letter #4
We regret the error we made on our last order sent July 7. We want 100 blue and 100 black pens, not 200 blue pens. We are sorry for any inconvenience this may cause your department and appreciate your prompt attention to this correction. We have always enjoyed the excellent service we receive from Doe Office Supply and appreciate the opportunity to do business with you.
Example Letter #5
Please disregard the bill you received last week. We are embarrassed to find that our computer sent out two copies of the bill to every customer! Our software engineer has now developed a program that will check for such an error before sending out any bills. We are grateful to all of you who called this error to our attention, and we assure you that it will not happen again.
Example Letter #6
As you suggested, we applied your payment to an account number that was very similar to yours. Our computer scanner was down the day your payment was received, and this error occurred in entering the account numbers. We apologize for the inconvenience this caused and are changing our policy so that we double-check all entries made by hand.
We have corrected the balance due on your account as you will see on the enclosed bill and trust that this will resolve your concerns. We appreciate your patience and understanding.
This letter expresses regret for an error and tells the customer what you are doing both to correct the situation and to prevent its happening again. The purpose of this brief and sincere letter is to retain the customer's goodwill.
1 Explain how you have corrected the error.
2 Explain how the error occurred and apologize, but don't overdo it.
The order was incorrectly billed to another customer.
3 Mention any special effort you may have made to make amends, or anything the customer needs to do.
4 Close positively, with an expression of appreciation.