1. It's better to write an apology letter soon after a big mistake. If you can't take full responsibility, then you should not apologize. Don't put the blame on anyone else's shoulders, including your reader. You can win back the trust of a concerned customer by apologizing to him/her.
  2. Start your letter straight away with your apology.
  3. Explain what happened but don't excuse. Be brief at this point.
  4. Then tell about the actions you have taken (or you will take) to make things right.
  5. Tell the reader about your concern. At the same time, your letter should end with a positive statement.


[Senders Name]
[Address line]
[State, ZIP Code]

[Letter Date]

[Recipients Name]
[Address line]
[State, ZIP Code]

[Subject: Normally bold, summarizes the intention of the letter] -Optional-

Dear [Recipients Name],

I am sorry that we sent you the wrong set of trees against your order for small trees. Due to mixing of orders we sent you dwarf trees. We are immediately sending you a replacement. You can keep the previous trees with you only. We appreciate your continued patronage.


[Senders Name]
[Senders Title] -Optional-

[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -