Subject: Your Order Delay — We're Making This Right Hi [Customer Name], I'm sorry your order took two weeks longer than it should have — that's not the experience we want for you, and I understand the frustration. Here's what we're doing: I've processed a full refund for your order, which should reflect in your account within 3–5 business days. I've also flagged this delay with our fulfillment team to prevent it from happening again. If the refund doesn't show up by [date], or if there's anything else I can help sort out, just reply to this email — I'll personally make sure it's handled. Thank you for your patience, and I'm sorry we didn't meet the mark this time. [Agent Name]