Customer Apology Email Template
Apologize for a mistake and restore customer trust professionally.
📋 Template
Subject: We messed up — here's what we're doing about it Hi [Customer Name], I owe you an apology. [Describe what went wrong in plain language — e.g., "Your order was delayed by 5 days due to a shipping error on our end."] This isn't the experience you should have had, and I take full responsibility. Here's what we've done: - [Immediate fix — e.g., "Reshipped your order via express delivery"] - [Preventive measure — e.g., "Updated our shipping workflow to prevent this from happening again"] To make it right, I'd like to [compensation — e.g., "offer you a full refund on shipping" or "give you 20% off your next order"]. If there's anything else I can do, please reply directly to this email — it comes straight to me, not a support queue. Sincerely, [Your Name] [Your Title]
💡 Pro Tip
Never use passive voice in apologies ('mistakes were made'). Say 'I' or 'we' and own it. Include a specific fix AND prevention step. Customers forgive mistakes more easily when they see you've changed something.
📌 When to Use This Template
When your company has made a mistake that affected a customer — delayed delivery, billing error, service outage, etc.
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