Escalation reply

Write a reply to an unhappy customer.

Situation: {{situation}}
What we can actually do: {{remedy}}

Acknowledge the problem in the first line without apologising twice. Say what
happens next and when. Do not promise a timeline we have not committed to, and
do not explain our internal process — the customer is owed an outcome, not an
org chart.

Sign off as {{signoff}}.

What to fill in

{{situation}}

What happened — e.g. sync stopped for two days

{{remedy}}

What we can actually offer — e.g. a fix this week, refund on request

{{signoff}}

Sign-off — e.g. the SnipTray team

What it produces

You're right that two days without sync isn't acceptable.

The cause was on our side — clips copied while the app was
backgrounded were dropped — and the fix ships Thursday. If
you'd rather not wait, I'll refund this month today.

— the SnipTray team