GUIDELINES

  1. This letter conveys your repentance for the error that has occurred. It states the corrective measures taken to rectify and prevent such errors in future. The main aim of the letter is to gain the confidence of the customer.
  2. Mention the steps you have taken to rectify the error.
  3. Apologize for the error that has occurred. But do not get offended.
  4. State the measures the customer should know about your efforts to rectify the error.
  5. Express appreciation towards the customer for bearing with the situation. End on a positive note

SAMPLE LETTER

[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],

Our apologies for the double charging on your credit card account. We did see from our system that you ordered the item only once. We have now updated our records and adjustments have also been facilitated.

Thank you for informing us immediately. That way, we could avoid the same mistake with other customers. Have a great day, and we hope to be of service to you again soon.

Sincerely,

[Senders Name]
[Senders Title] -Optional-

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