Thursday, August 22, 2019

To Customer Whose Order Cannot Be Filled Due To Company's Error

How to write a letter order cannot be filled due to the company's error
order cannot be filled due to the company's error

When the company made a mistake and admits it, this letter tries to explain possible reasons for the mixup but does not try to excuse it. Apologizes sincerely and encloses a refund for the customer's original payment. Offers information on other products customer may want.

Dear...,

I regret very much the difficulties you have been having with our company. I have investigated the problem and I am at loss to explain exactly what happened.

We searched our records and cannot find your original order, although because of your letter did deposit your check. I have no excuse for our inefficiencies. It is possible that when we opened up our new branch office, some files were lost and yours may have been among them. The move took place about the time you originally wrote to us.

In the meantime, since we have discontinued the sale of machine you ordered, I am not able to fulfill your order. Therefore, I am enclosing a check for $500.00 as your refund, plus $100 more for the inconvenience you've experienced.

I am also enclosing some information concerning some of our newer products in this category and hope you might be interested in one or more of them.

Sincerely.
Your name

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