It’s tough when things go wrong, but the right words in an apology can work wonders. If your company has let a customer down lately, sending them a “sorry for the inconvenience” email can go a long way in making things right.
People prioritize their experiences with your customer service more than you might think. A study by PwC revealed that more than 70% of consumers ranked good customer service experiences higher in their decision-making process than other factors like price, product, and features.
So, it's really important to keep your customers happy, which sometimes involves apologizing when you let them down. These templates can help you find the right balance between acknowledging what happened, expressing remorse, and helping to make amends.
What makes a good 'sorry for the inconvenience' email? Our tips
If you want to write a sincere apology email that shows customers you care, and want to make things right, make sure your message covers the following:
Acknowledgment. You'll want to start your email off by acknowledging your company's failing and emphasizing with the customer. Instead of hitting them with a generic "we're sorry for the inconvenience," consider customizing your message to the situation, like "I am sorry to hear that you're facing {problem} with {product/service}. I can understand how frustrating this must be for you." Where appropriate, use empathy words to better connect with your customers.
Explanation. Empathy goes both ways, and many customers will be more understanding if you explain why they're facing a problem. Were they sent the wrong order due to a technical error? Was their shipment delayed due to poor weather conditions? Are they facing a problem with your product's feature because it's still in beta? Let them know what went wrong and be as transparent as you can.
Resolution. Now that you've acknowledged the problem and explained the cause of it, the final part of your statement should offer a resolution in the best way. Sometimes, this means providing them with compensation, like a discount code, freebie, full refund, or store credit.
8 'Sorry for the inconvenience' email templates
Need some “sorry for the inconvenience” sample templates to fall back on? Here are 8 templates that you can use and customize to your liking.
Template #1: For when it’s not really your fault
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Hello First Name, We're sorry for the inconvenience you recently experienced over Issue. After looking into the matter, we learned that our payment gateway provider is facing technical issues. They have assured us that their systems will be fully functional again within 24 hours. Rest assured, there should be no other problems, and our systems will accept your card once this matter is resolved. We'll notify you when the payment gateway is working. And, again, we're really sorry that your payment couldn't be processed at the time. Please reach out to me if you have any more questions, or if you run into any trouble. Sincerely, Your Name
Template #2: For when there are technical difficulties
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Hey First Name, We regret to inform you that our systems are currently down due to a network outage. If you've tried visiting Website Name in the past few hours, you'll have been met with an error. We're sorry for the inconvenience and, rest assured, our IT team is working hard to resolve the problem. We expect everything to be operational by Time Period. In case of further delay, we'll inform you via email. We look forward to having you with us again soon, and thank you so much for your patience. We appreciate it! Best regards, Your Name
Hi First Name, Thank you for following up with us. I would like to sincerely apologize for the delay; we understand how frustrating it is to be kept waiting. Unfortunately, your case is taking longer to resolve because of Reason 1. Our support team is working hard to make things right, and we'll try to have a solution for you by Date at the latest. We really appreciate your patience, and we're truly sorry for the inconvenience. If you have any more questions, please let me know. Warm regards, Your Name
Template #4: For when there’s been a shipping mix-up
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Hello First Name, Thank you for getting in touch, and please accept our apologies for your wrong order. Upon investigation, we learned that you received the incorrect items because of a technical problem in our system. Rest assured, our team will make sure this doesn't happen again. We've also shipped your correct order, which includes the item you originally requested: Product Name. It'll be delivered to your doorstep in Time Period. We regret any inconvenience that this has caused you, and to show how sorry we are, here's a voucher for 20% off your next order: Discount Code. We appreciate your patience and understanding, and look forward to having you shop with us again soon. If you have any further queries, please don't hesitate to ask. Sincerely, Your Name
Template #5: For when you had poor customer service
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Dear First Name, I would like to apologize for your unsatisfactory customer support experience with our company. Loyal customers like you are really important to us, and I realize that we've let you down. I have reviewed your case and understand where you're coming from about Issue. This situation must have been frustrating for you, and I hope we can make things right. I have credited your account with the equivalent store credit for your whole order, and you can use this voucher Discount Code for free shipping off your next order. I'd like to apologize again for the experience. Rest assured, our customer service team will take better care of you next time. We look forward to having you shop with us again soon. Regards, Your Name
Template #6: For when they had a negative experience
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Dear First Name, I am truly sorry that the project we delivered did not meet your expectations. We truly value long-term clients like yourself, and I hope you'll give us a chance to make things right. Might you be free for a meeting this week? We can discuss the project's shortcomings and the changes our team can make to bring the deliverables up to standard. I'd like to apologize again for your negative experience and look forward to meeting you soon. Warm regards, Your Name
Dear First Name, We received your negative review about Product Name, and I'd like to apologize for your poor experience. I understand that it didn't meet your expectations and I hope you'll allow us to make things right. Would you like me to issue a full refund? Alternatively, we can send you another product of equal value at no extra charge. Just let me know what you'd prefer, and I'll make sure it's taken care of. Apologies again for not meeting your expectations. Sincerely, Your Name
Template #8: For when a subscription accidentally gets canceled
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Dear First Name, We're really sorry that your subscription for Service was unexpectedly canceled. After reviewing your account details, I can confirm that your payment was indeed processed and that the problem was on our side. Unfortunately, a glitch in our system prevented your subscription from being renewed automatically. I have resumed your subscription, and our IT team has assured me that you won't face this problem again. I'd like to apologize again for the inconvenience and, to show how much we value you, I've extended your subscription by an extra three months, at no cost to you. Thank you for your patience. Sincerely, Your Name
We hope you found our “sorry for the inconvenience” email templates helpful. If you work in customer service, you might want to save some of these templates and use them as needed.
You can save customizable templates for free with the Magical Chrome extension, which lets you personalize your messages to the situation at hand.
Here's what a saved template looks like in your own personal workspace:
You can summon your templates anytime by entering “//” wherever you’re typing (whether that's over email, in a Slack message, over live chat, etc) and Magical will let you create and customize as many templates as you need. Add Magical to Chrome for free today.
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