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Apology Letter Format to Customer for Cancellation of Order

A supplier may discontinue the supply of any specific product if he starts getting negative feedback on it from its customers. However, the supplier would not want to lose its customers over it. Hence, he may start providing an alternate new product or even an existing one, which does not have the shortcomings of the previous one.

apology letter to customer for cancellation of order
It would be advisable that the supplier write letters or emails to all its customers, who have been ordering the discontinued product, with a suggestion that another product with similar or improved qualities is being made available to them.

In case, a customer places an order for the discontinued product, then the supplier has to apologize for being not able to supply it. He can give information about the alternate new product and recommend the customer to purchase it instead.

Here is a sample apology letter to the customer for cancellation of an order.


Ref: _________
Date: ________

(Name of the Customer)
(Full Address)

Subj.: Your purchase order for supply of (Product)

Dear Mr. / Ms. ________,

We thank you for your purchase order no. _________ dated _________ for supply of (Product) from us.

Unfortunately, we no longer carry the aforementioned product. The decision was made very recently based on the feedback we have been receiving from our customers about the product for the past few months. We understand the product needed a few important improvements to serve our customers best and justify the value for its price.

We have now come out with a new alternate product with a much-improved version i.e. (Name of the Brand) with (Features) at a reasonable price of (Amount) per product. We are quite hopeful that it will serve your purpose as well. So far, we have been getting good customer feedback on this. Hence, we highly recommend you purchase this.

I am taking the liberty of enclosing a brochure of the product for your kind perusal.

We sincerely apologize for the cancellation of your purchase order and we deeply regret any inconvenience this may have caused you.

If you find interest in our new offering, then please provide us with a revised purchase order. We shall process it at the earliest.

For any queries, please contact me at (Phone Number). I shall be happy to provide any clarifications.

Thanking you,
Yours faithfully,
For (Name of the Organisation),

(Name of the Officer)

Encl.: As above