Dear Ms. Caroline,
Thank you for your letter of 8 July. Your explanation gives us the opportunity to explain a most regrettable misunderstanding.
Our charge of carriage on your last two orders arose because they were for goods dealt with by two separate departments, neither of which was aware that a separate order was being handled by another.
At that time these departments were each responsible for their own packing and dispatch arrangements. Since then this work has been taken over by a centralized packing and dispatch department so a repetition of the same kind of misunderstanding is now unlikely.
I hope you will understand that the charge we made was quite unintentional. In the circumstances I hope you will feel able to renew your former custom.