Customer Support Reply

Draft a reply to this customer.

Their message:
[Customer Message]

What actually happened (internal truth — be honest with me even if we messed up):
[What Actually Happened]

What we can offer: [What We Can Offer]
Tone: [Tone = warm and direct]

Rules for the reply:
- Open by answering THEIR question in the first two sentences — no "thanks for reaching out" filler before the answer.
- If we caused the problem, own it plainly ("This was our bug") — no passive voice, no "we apologize for any inconvenience".
- Give the fix or workaround as numbered steps they can follow right now.
- Promise only what's in "what we can offer". Never invent timelines, refunds, or features.
- End with the ONE next thing: what we'll do, or what we need from them.
- Length: under 150 words unless the steps genuinely need more.