Bài tập thực hành viết email thông báo

3th Febuary, 2026

To: Mr. Tran Viet An

National Economics University

Dear Mr. An,

We are writing in reference to your recent call concerning order #DM66D, in which the item delivered did not correspond with the product confirmed at the time of purchase due to a packaging error during the fulfillment process. We understand that this order was intended as a gift for a family member, and we acknowledge that the discrepancy resulted in inconvenience.

The store has recorded this case and is currently processing an exchange for the affected order. The correct items have been dispatched under Tracking #DM67D and are expected to arrive within two to three business days. Upon delivery of the replacement items, the courier will simultaneously collect the incorrectly delivered products. The store will cover 100% of all shipping and handling fees associated with this exchange.

In addition, as part of the resolution process, the store will issue a 10% voucher applicable to a future purchase. The voucher details will be provided separately once the exchange has been completed.

To facilitate a smooth and timely exchange process, we kindly request that all original tags remain intact and that the incorrect items are securely packed in their original condition. The package may then be handed directly to the courier at the time the replacement items are received.

In parallel, the store is conducting a review of its warehouse and packing procedures to identify the cause of the error and to implement measures aimed at preventing similar issues in the future. Should you require any further assistance or clarification regarding this matter, please do not hesitate to contact our hotline at (+84) 3022026XX.

Thank you for your cooperation and for bringing this matter to our attention.

Sincerely,
Group 2
Customer Service Department
(+84) 3022026XX