When do you pay your customer? Yes, I did just say that and not accidentally! Not every sale is a slam-dunk, and the occasional refund is inevitable. You’ve made your peace with that, but then there’s this apology letter to write, because you’ve touched the baseline and you’re no Michael Jordan; no North Carolina Tar Heels shorts for you! The bad luck streak doesn’t end here, and you find out the payment to your customer is late. A contrite apology letter might be the only way to save the company name from poor reviews; it’s the buzzer-beater of shopping baskets. Tick… Tock!
It’s important to show your knowledge and understanding of your customer’s predicament. It will mean a lot to them that you took the time to get to know them. Commiserate with them in their entire experience, from product or service dissatisfaction to your-check’s-in-the-mail blues. And please don’t say that to a customer, it’ll only infuriate them more. And while they’re interested to know what happened to their check, avoid the one thing they couldn’t care less about: Excuses!
December 21, 2016
18 Walnut Avenue
Jersey City, NJ 07305
Dear Ms. Harper:
You’ve waited too long for the refund on your order, this is unacceptable. You have every right to be upset, especially being our longtime customer. This time not only did the bracelet designed by Harriet disagree with your expectations, an unfortunate human error of mistyping your address caused your check to be returned to sender, which in turn led to another 13-day delay in it reaching you. This is in no way an excuse; we admit it was an honest mistake, which we fully own, and hope to be forgiven.
Know that this was a one-time error, and we promise you this won’t happen again, we feel terrible for the disappointment and inconvenience it has caused you, and would like to make it up to you. Enclosed is a $100.00 gift certificate, which you can redeem on your next purchase, as a token of our appreciation for your business.
We love feedback, please tell us what you didn’t like in the bracelet design, and I’ll have Harriet arrange to visit you and familiarize herself with your tastes in jewelry. She’s a new addition to our team and comes highly recommended. Please give her a chance, you have my word she won’t disappoint!
Your refund amount is $2,500.00 against RA #24985-BQ9J, and I’m seeing to it personally that payment by crossed check in your name is FedExed to you right away. Please expect it within 48 hours from the date of this letter, and if you don’t receive it by then, please don’t hesitate to call us at xxx-xxx-xxxx, anytime, 24/7. Also, here is your FedEx tracking number: xxxx xxxx xxxx.
Hoping you would overlook this oversight on our part, and looking forward to giving you the best jewelry buying experience in the future,
85 Creekside Lane,
New York, NY 10065