Apologising by email - translated

How to apologise to a client via email ？

如何通过电子邮件向客户道歉？

client 英 [ˈklaɪənt]  美 [ˈklaɪənt]  

n.客户;当事人;委托人;(连接在服务器上的)客户机

1. State the error 

 It has come to my attention that you were overcharged $623 on invoice 0415 due to a pricing error by our organisation.

2. Apology #1 

I would like to sincerely apologise for this error, and we acknowledge the inconvenience this will have caused.

3. Explain the error 

Unfortunately, there was a glitch in our invoicing system, and l can see that item 02 did not have the correct discount applied, which explains the $623 overcharge discrepancy.

4. How you will resolve the error 

We appreciate that prompt payment of the invoice was made on the 1st of March, and have therefore applied a credit of $623 to your account.

I have also added a further $100 credit to the account as a gesture of goodwill.

• This is a really good phrase to remember if you want to do something for someone free of charge --- a gesture of goodwill

5. Give reassurance 

reassurance 英 [ˌriːəˈʃʊərəns; ˌriːəˈʃɔːrəns]  美 [ˌriːəˈʃʊrəns] 

n. 安慰，慰藉；能消除疑虑的说话（或行动），保证

As your account manager, l should have checked the invoice more closely before issuing it.

Please be assured that l will check invoices more closely in the future.

6. Apology #2

Again, I am very sorry for this error.

Kind Regards

Sophie