This is what a letter from the Ozon marketplace looks like if the product is delayed and delivery is postponed.
Please note, there are no words of apology here. Only concrete measures to solve the problem. Brief and to the point.
Since delays are not uncommon for Ozon, the letter is generated nepal phone number data automatically by a trigger (they are embedded in the site’s work script).
But if the problem becomes more critical, then not just emotions of regret appear, but also real apologies.
For example, this may happen if an order is cancelled due to the fault of the seller (or Ozon itself).
Again, everything is short and to the point. Instead of a thousand apologies - specific actions (automatic refund).
This is how Wildberries apologizes for technical failures.
An example of an apology from GeekBrains for an error with the dates of online classes.
Here is a good example of using a picture with emotions - MegaPlan's apology.
AviaSales mailings are traditionally distinguished by their creativity, so the letter admitting the mistake and repenting is written in the same style.
Notice that there is not a single word of apology, but there is enough humor, self-irony and a concrete solution to the problem.
What not to write (most common mistakes)
You definitely shouldn't use humor and jokes where it's inappropriate. If you can't determine the appropriateness, don't use humor at all.
Never use a rude communication style, threats, intimidation, etc.
If you write a response emotionally, stop, take a break and switch your attention. Return to it only after carefully considering the situation.
Don't give in to provocations. Perhaps this is just what the client is waiting for. As soon as you make a mistake, he will use it for his own purposes - for example, to file an official complaint or for black PR.
Remember, any mistake can cause irreparable damage to the brand.
And you shouldn't reveal too many details about the incident. For example, by some ridiculous accident you can set up partners or suppliers, or other clients.
Always keep an eye on the privacy of other participants in the process. Just in case, material about other potential violations in mailings .
Don't promise what you can't deliver.