An Apology and Proposal On Overshipped Merchandise is in order when you 1) over ship merchandise to customers; especially when they
had nothing to do with the
error, and 2) then you compound the problem by billing them for it.
Your response should be swift and direct. First, apologize for the error. Everybody makes them, including you and/or the employees who work for you.
Next, propose to remedy the problem right away.
Most times I do this by giving them the product that was over delivered for free, but you should you can decide for yourself how you want to resolve the issue.
However, in the end you want to show your customers that you value their patronage o and that you're 100% committed to their complete and total satisfaction.
Following is a Sample Letter of Apology for your consideration.
In deference to your valuable time, I would like to get straight to the point and say that we were wrong.
Your purchase order clearly stated 30 cases. The shipment of 60 cases was our error. Meanwhile, there are two options available at this time; you can keep the additional merchandise and we will bill you thirty days from now, or we will arrange to have it picked up at your loading dock and issue a credit to you. Please let me know of your preference.
We will do everything in our power to ensure that this type of error does not occur again. Thank you for your understanding. If I can be of any assistance in any way, please do not hesitate to call on me.