Reply to an upset customer

De-escalate and resolve, without grovelling or robotic clichés.

Write a reply to this customer. Tone: [empathetic / professional / apologetic].

Rules:
- Acknowledge the issue, own the problem without grovelling, give clear next steps
- No robotic support clichés; never use em dashes; no buzzwords; plain text only

The customer's message:
[paste it]

The resolution I can offer:
[what you can do for them]

Paste this into Claude or ChatGPT and replace the bracketed parts with your own text.