This is an email or letter of apology to customers regarding the charge of a delivery fee, when the delivery fee was supposed to be waived. It gives a detailed explanation of the reasons for the delivery fee, provides an apology, and assures the customer that the problem has been resolved.

Customers' negative experiences are inevitable no matter how hard companies try to avoid them. However, unresolved complaints from customers are harmful to the reputation of companies. Companies shall send a letter of apology with appropriate remedies to the affected customer as soon as possible. 

In this letter, the company apologises for charging a delivery fee when the fee was initially waived. The letter shows sincerity in remedying the situation by explaining to the customer that customer satisfaction matters to the company. 

The letter also states why this issue occurred and the steps the company has taken to resolve the issue.

How to use this Document?

Upon receiving a complaint letter about a mischarge to the customer, this document can be used to relay profound apologies for the inconvenience caused by the mischarging. This email of apology should be addressed to the customer and drafted as soon as possible to show sincerity.

Customer information including the name and address, details of the Products, order number, date of the order, and revised delivery date should be included in the letter.

Overall, use this template to express sincere apologies for charging the customer a delivery fee when the fee was waived initially.