Apology Letter Template

Send an apology letter to a customer when something went wrong — a delay, error, or service failure.

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[[Sender Name]]
[[Company]]
[[Date]]

[[Customer Name]]
[[Customer Company]]

Dear [[Customer Name]],

I am sorry that [[describe what went wrong, e.g., your order shipped two weeks late]]. That is below the standard we promise at [[Company]].

Here is what we are doing: [[corrective action]]. To make up for the inconvenience, [[gesture: credit / discount / free month]] has been applied to your account.

Thank you for your patience. If anything else is off, reply to this email and I will personally handle it.

Sincerely,
[[Sender Name]]
[[Title]]

What to fill in

The specific mistake, stated honestly
The concrete fix you are making
A goodwill gesture (credit, discount)
Your direct contact details

Tips

Apologise first, explain second — do not lead with excuses.

Offer a specific remedy, not just "we value your business".

Keep the tone human and brief.

FAQ

Should I admit fault legally?

For routine service errors, a plain apology is fine. For anything that could become a claim, check with your legal team before wording.

By Tracy Walsh, business writing coach

Apology Letter Template

Copy this template

What to fill in

Tips

FAQ

Should I admit fault legally?

More business letter templates