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.
To: Andrea@customer.com From: Jvirtual@acmesports.com Subject: Complaint/remedy
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.