sample business apology letter template

A business apology letter is written after a mistake has been made, causing inconvenience to the customer. Since such a mistake might result in jeopardizing the business interests of the organization, it is essential to apologize rather than letting matters escalate into bigger problems. The tone should be polite and the facts should be stated honestly, but briefly. There is no point in trying to justify what has happened; rather it is advisable to work out a solution which can reduce the impact of damage caused by the mistake. More than one option may be proposed to remedy the problem, so that the customer is convinced of the genuine intent and can select a solution of his choice.

Given below is a sample template for a business apology letter. The content in italics is meant to serve as an easy guide.


Addressee’s name
Addressee’s designation
Organisation name

Dear Mr. Smith,

I am in receipt of your email dated informing me of the dispatch of a wrong product to your site last week.

On checking our records, we realized that there has been an unintentional error from our side, wherein the wrong product has been sent to you.

We sincerely apologize the inconvenience this has caused you. I assure you that such a mistake will not take place in future.

We fully understand that the dispatch of the wrong product has delayed your project plans. Being committed to serving valued customers like you, we would like to suggest the following alternatives which can help in rectifying the project delay. You can avail the services of our site engineer, who will reach your site within the next eight hours, to install the product immediately, at no extra cost. Alternatively, we will refund you 50% of the charges paid towards the product’s price.

We sincerely regret the inconvenience caused to you and hope that you will not let this incident affect our continued long-term relationship.

Assuring you of our best services at all times,

On behalf of ,


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