About this service
After an outage, a shipping delay or a billing error, customers judge you less on the incident than on how you explain it. We write an apology that says what happened in plain words, owns the mistake without corporate hedging, tells customers what it means for them and what you are changing so it does not happen again. If you offer compensation, it is stated clearly with how to claim it.
What is included
- What you getA customer apology email with a subject line, a plain explanation, the fix and next steps; Standard and Premium add a short notice for your site or social pages. Delivered as text and as a file.
- Plain explanationWhat happened, without jargon
- A real apologyNo "we regret any inconvenience"
- What it means for themOrders, data or accounts affected
- Fix and preventionWhat changes from now on
- Compensation detailsHow to claim it, if offered
How it works
- 1Incident factsYou share what happened and what is fixed
- 2DraftWe write the apology and subject line
- 3SendYou confirm the facts and send it to customers
What we need from you
What happened and when, who was affected, what customers saw, what you have fixed, any compensation, and anything you are not allowed to say yet.
We will ask you:
- What went wrong and how many customers were affected?
- Is anything still unresolved?
- Are you offering a refund, credit or discount?
- Is personal data involved?
Compare packages
| Packages | BasicApology email$12 | StandardEmail and short notice$25 | PremiumApology, notice and follow-up$45 |
|---|---|---|---|
| Deadline | 1 day | 2 days | 3 days |
| Revisions | 1 | 2 | 3 |
| Emails | 1 | 1 | 2 |
| Length | up to 1 page | up to 1.5 pages | up to 1.5 pages each |
| Short notice for site or social | no | yes | yes |
| Order Basic | Order Standard | Order Premium |
Payment protection
You pay when you order, but the money is released only for accepted work.
- Fixed priceThe package price does not change after you pay.
- The money is reservedWhen you pay, the amount is only reserved. It is released to the service once you accept the work.
- Checked before deliveryEvery result goes through a quality check before it reaches you, and you see it on the order page before accepting it.
- Free revisionsAsk for changes within your brief as many times as the package allows.
- Acceptance after 3 daysIf within 3 days of delivery you neither accept the work nor ask for changes, it is accepted automatically. If you write in the order chat after delivery, the order waits; once we answer, we may start the 3 days again and will say so in the chat.
- Redo or a full refundIf the result does not match your brief and the revisions did not fix it, or the work takes more than twice its deadline, write in the order chat: we will redo the work or refund the payment in full.
Questions and answers
Do you write data breach notifications?
We write the letter customers read. Breach notices often have content required by law, so have your legal team check it.
Should we say sorry outright?
Yes, clearly and once. We leave out any admissions your lawyer has asked you to avoid.
Can you write a status page update too?
Yes, Standard and Premium include a short version for your site or social pages.