It's vital to explain in writing to your customers exactly what will be done to fix a problem and when. Here is a template you can use to create an e-mail letter to your customer.
Dear Ms. Jones:
Thank you once again for bringing the issue of [state the problem] to our attention. Our customer service team has completed its review of this matter.
We will ship you a replacement product within 24 hours. For your records, the new order number is 098-5679-9876. Please don't hesitate to contact us in the future should you have additional questions. Our goal is to provide you with the best possible customer experience.
Thank you for shopping at Acmesports.com.
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