Apology Email: Billing Error
Apology
Annoyed customer
Supportive
✘ Original Message
Dear Customer, We are writing to inform you that an error occurred in our billing system which resulted in you being charged incorrectly. We sincerely apologize for this mistake. A refund has been initiated and should appear in your account within 5-7 business days. We are taking steps to ensure this does not happen again. Thank you for your understanding. Sincerely, Billing Department
✔ Best Rewrite
Hi [First Name], We made a mistake--you were double-charged $49.99 on March 15. That's on us, and I'm sorry. I've already processed the refund. It'll hit your account by [Date]. To make it right: your next month is on us (no action needed--it's applied). If you see anything else off, reply here and I'll fix it personally. [Your Name]
Micro-Yes Line
“Reply if the refund doesn't appear by [Date].”
Why This Lands Better
- Admitted fault clearly ("That's on us")
- Specific error details (amount, date) show transparency
- Proactive goodwill gesture (free month)
- Offered direct escalation path ("reply here")
- Signed with a name, not "Billing Department"
#apology#billing#SaaS#error
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