Dear Mrs. Tom,
We were dismayed to receive your letter and the sample computer printout that documented the confusion that has been occurring in your shop as a result of the billing procedures used by our marketing department. I have looked into this situation personally and am convinced that the problem lies in our company’s computer programming setup and not in the marketing operations per se.
Our entire system is being checked and reviewed by an outside consulting firm, and I am confident that we will resolve the problem to your complete satisfaction.
In the meantime, I have submitted a voucher to our accounting department to reimburse you for the costs incurred when you had to crate and return duplicate merchandise.
Thanks for your patience.