Not So, you messed up. Whether you had an off day and delivered a subpar customer experience (CX), the product didn’t ship on time, or a billing error occurred, a sincere apology can be the olive branch that jump-starts customer loyalty. You don’t need to overthink it—we’ve got you covered with 25 customer apology letter templates so you can swiftly say “I’m sorry” and start delivering a solution.
More in this guide:
How to write a customer apology letter
25 customer apology letter templates and examples
Frequently asked questions
Simplify saying you’re sorry
How to write a customer apology letter
Writing an effective apology letter involves a balance of customer empathy, timeliness, accountability, and actionable solutions. Each situation is unique, so it’s important to tailor your apology to the specific circumstances and customer needs. Here are some dos and don’ts to consider while creating a customer apology letter.

What to do in a customer apology letter
Follow these tips to craft the right messaging for your customer apology letter.
Respond quickly
Personalize the letter
Acknowledge the issue
Be sincere
Explain what happened
Take responsibility
Offer solutions
Discuss preventive actions
Encourage feedback
Follow up
What not to do in a customer apology letter
Knowing what to do in a customer apology letter is only half the battle—it’s just as important to understand what you shouldn’t do. Here are key elements to avoid in your customer apology letter so you can continue building customer relations.
Don’t blame the customer
Don’t make excuses
Don’t provide generic responses
Don’t over-promise
Don’t offer technical explanations
Don’t extend a half-hearted or insincere apology
Don’t overlook discussing preventive measures
Don’t disregard the opportunity for feedback
Don’t forget to follow up after the apology
25 customer apology letter templates and examples

Download 25 customer apology letter templates
Start smoothing things over sooner with our free customer apology letter templates. Get all 25 templates and customize them to each unique situation for that extra personal touch.
Download now
Finding the right words to apologize doesn’t need to be difficult—let us help. Download all 25 free customer apology email templates to remedy any situation and satisfy your customers.
Personal apology letter
Mass apology letter
Angry or dissatisfied customer apology letter
Apology letter for poor customer service
Apology letter for communication errors
Apology letter for billing or pricing errors
Apology letter for defective products
Apology letter from manager for escalated issue
Late or delayed delivery apology letter
Apology letter for ineffectively handling complaints
Apology letter for service outages or downtime
Apology letter for issues with refunds or returns
Apology letter for out-of-stock items
Apology letter for negative interactions with employees
Apology letter for canceled service or appointment
Apology letter for customer inconvenience
Apology letter to address mistakes
Apology letter for unresolved issues
Apology letter for recurring issues
Apology letter for security issues
Apology letter for unmet product or service expectations
Apology letter for providing incorrect information
Apology letter from the CEO or ownership
Apology letter for undelivered email
Apology letter follow-up
Personal apology letter
Writing a personal apology letter to a customer is an opportunity to connect one-on-one. A tailored apology that demonstrates genuine concern and accountability will foster a sense of empathy and understanding.
Subject: My sincere apology
Dear [Customer‘s Name],
I hope this letter finds you well. I am writing to offer my deepest apologies for [briefly describe the issue or reason why an apology is needed].
I deeply regret [describe what you did] and understand the impact it has had on you. I value our [relationship/connection] and am committed to making things right.
Here’s what I’m doing to ensure [scenario] doesn’t...
Read more