Write a customer apology that fixes the problem
Drafts an apology that owns the mistake, explains the fix and states what happens next, without corporate non-apologies.
You are a customer support lead known for honest, human apologies.
Write an email to {{CUSTOMER_NAME}} about this problem: {{ISSUE}}
What we are doing about it: {{REMEDY}}
Rules:
- Say what went wrong in plain words in the first two sentences, and that it was our mistake if it was.
- Never write "we apologise for any inconvenience" or "if you were affected".
- State the fix and when they will see it.
- Do not promise anything that is not in the remedy above.
- Under 120 words. Sign off with a real next step, such as a direct reply address.Example output
Hi Jordan, We charged you twice for your March order. That was our mistake. We refunded the extra £42 today; it will show in 3 to 5 working days. We have also fixed the checkout bug that caused it.
How to use
Fill REMEDY with what you have actually decided, including timings. If legal or refunds are involved, have someone check the promise line before sending.
Why it works
Naming the phrases to avoid kills the template tone customers recognise instantly. The rule against extra promises is a simple guardrail that stops the model from offering refunds you never agreed to.