             [RESPONSE IN CUSTOMER'S FAVOR]

General rules:
     
     * Restate the problem and how it will be remedied.
     * Apologize for the error.
     * Offer some kind of repayment for the customer's 
        trouble ( refund, discount, free products, free 
        samples).
                         COMPANY
                         ADDRESS
                     CITY, STATE ZIP



Date


Name
Address
City, State Zip


Dear              ,
     I have investigated your concerns detailed in your 
letter to us dated [March 1].
     The problem, as I understand it, [involved our shipping 
department], and steps have been taken to make sure the 
error does not occur again.
     [The materials you ordered have been shipped. We have 
enclosed an extra case of them with my compliments].  We 
apologize for the error and appreciate your understanding 
and patience.  Thank you for bringing the matter to our 
attention.


Sincerely,



Name
Title
