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Plantillas de correo electrónico para disculparse

Todas las empresas cometen errores de vez en cuando. Y en la mayoría de los casos, un simple pero profesional correo electrónico de disculpa es capaz de cambiar la percepción de un cliente sobre la situación para mejor y ayudarte a mantener tu relación con él. Independientemente de lo que haya sucedido y de quién haya sido el culpable, una carta de disculpa bien elaborada y oportuna puede contribuir en gran medida a convertir una experiencia negativa del cliente en una positiva, al tiempo que aumenta la retención de clientes y reduce la pérdida de clientes.

De hecho, según el informe RightNow , 63% de los consumidores estarían dispuestos a volver a una empresa después de una experiencia negativa si recibieron una disculpa posteriormente  / corrección de un supervisor / oficina central. Al mismo tiempo, no disculparse en absoluto u ofrecer una disculpa deficiente puede empeorar las cosas fácilmente. A continuación, se incluyen algunos consejos sobre cómo escribir un correo electrónico de disculpa eficaz para los clientes junto con 10 plantillas de cartas de disculpa listas para usar que podrás utilizar siempre que necesites responder a una situación similar y disculparse en nombre de tu empresa.

Cómo escribir un correo electrónico de disculpa a los clientes

  • Deja en claro que te estás disculpando por lo sucedido sin echar la culpa.
  • Reconoce el error y asume la responsabilidad incluso si no fue tu culpa.
  • Reconoce las emociones, sentimientos y dolores negativos del cliente.
  • Sé transparente y diles a los clientes qué salió mal y qué causó el problema.
  • Proporciona un plan de recuperación claro y explica lo que harás o has hecho para corregir las cosas.
  • Describe los pasos que seguirás para asegurarte de que el error no volverá a ocurrir.
  • Ofrece un reembolso o cualquier otra compensación razonable, si tiene sentido.
  • Personaliza tu mensaje de disculpa, cuando sea posible.
Plantilla de correo electrónico de disculpa de Kukuruza
Plantilla de correo electrónico de disculpa de Kukuruza

10 plantillas de correo electrónico de disculpa con el cliente

Si estás lidiando con productos dañados, problemas de facturación, interrupciones del servicio, experiencias negativas de atención al cliente o cualquier otra cosa, tener plantillas sólidas de correo electrónico de disculpas a mano te permite reaccionar de manera rápida y completa cuando algo no sale según lo planeado. Aquí hay 10 plantillas de cartas de disculpa que pueden servir como un aviso para diferentes situaciones en las que necesitarías disculparte con tus clientes.

Un correo electrónico de disculpa por producto insatisfactorio

Hi [Name],

On behalf of our company, I want to apologize for sending you a defective item.

Our team tries to implement effective quality control for our products, but we failed this time, and we regret that your product slipped past our quality measures. I realize it was frustrating for you and I’m very sorry.

In order to make things right I’d like to propose two solutions:

[Solution 1: for example, full refund]
[Solution 2: for example, replace the product with a new one]

All you have to do is inform me what suits you best and leave the rest up to me.

Thank you for your patience.

Correo electrónico de disculpa por problemas con el producto SaaS

Hi [Name],

We’re so sorry about the issues you’ve been having with [product]. We know how frustrating it is when technical issues prevent you from getting your work done.

This was likely caused by a malfunction in our own servers, so we’re actively trying to minimize the possibility of this happening again.

In the meantime, we’re going to give you back this month’s subscription cost as an additional apology.

Thank you for your patience. Don’t hesitate to get in touch if you’d like any help or more


Correo electrónico de disculpa por experiencia negativa en el servicio de atención al cliente

Dear [Name],

I’m so sorry to hear about the poor experience you had with our customer support agent. I realize how frustrating it must be to [details of the issue]. We obviously failed this time, and for that, we are very sorry.

Our customer support reps have all been trained on how to handle our customers’ issues, including how to escalate problems that they are unable to assist with. However, as a result of this experience, we’ve decided to provide additional training to our entire customer support team to make sure that this won’t happen again.

As an additional apology, we’re sending you a 20% discount for your next order. You can use this code: [CODE]

Thank you for your patience and for bringing the issue to our attention. Let me know If there’s anything else we can do.


Correo electrónico de disculpa por cáida del servicio

Dear [Name],

I want to apologize for our extended downtime yesterday. As stated in our SLAs, our team guarantees 99% uptime every day, and this was one of the few times we failed to uphold our standard. We realize we caused operational problems to you and we are very sorry for that.

This was likely caused by [explaining the reason].

We’ll do our best to make sure this doesn’t happen again. As an additional apology, we are offering [details of your offering].

Thank you for your patience and understanding. As always, if you have any questions or issues, please let us know.


Billing error apology email

Dear [Name],

Thank you for contacting our customer support and for bringing this issue to our attention. We’re so sorry that you were charged twice for the same product.

This is a terrible mistake caused by a glitch in our billing system, and we’re currently looking into how this could have happened. As soon as we find the bug in our system, we’re going to squash it!

In the meantime, we have refunded you the full amount of one of the charges, including extra charges and tax. Please allow 1-3 business days for the amount to appear back on your credit card.

Getting overcharged is a stressful and frustrating ordeal, and we’re sorry once again to have put you through that. If there are any other issues or questions, please don’t hesitate to contact us.


Correo electrónico de disculpa por problemas con el sitio web


We blew it!

You may have noticed that our website had trouble today keeping up with the unexpectedly large amount of interest in our [details of promo] sale.

We’re happy to say this has now been fixed – hurrah!

If you had trouble shopping, don’t worry – we have extended our sale until [date]!

Sorry for any inconvenience caused.

Plantilla de correo electrónico de disculpa por problemas de entrega


We just realized that the [type of emails] emails we’ve been sending to you lately might have not gotten through to you on time.

There has been a glitch in our database, but the good news is that it’s all sorted now, so you’ll be kept up-to-date with our exclusive deals and promotions. We’ll also make sure this doesn’t happen again.

We’re very sorry if in the meantime you’ve missed some of our offers. By way of an apology, we’d like to give you [details of your offer].

Thanks for understanding.

Correo electrónico de disculpa por retirada de productos

Dear valued customer,

Due to [reasons], we must recall our [product]. We are very sorry that [product] has slipped past our quality standards.

If you have bought this item, please click below for details of how to return it and receive a full refund (plus a little extra compensation).

We will continue to create the products that our customers love, but with more extensive quality testing to ensure that this situation remains an isolated incident.

We thank you all for your loyalty over these [number] years that we have been in business — we will work hard to not disappoint you in the future. Once again, please accept our apologies for this unpleasant event.


Correo electrónico de disculpas en masa

To our valuable [Company name] customers,

As you may already know, at [time] today, we experienced [description of issue], which affected [number] customers. We realize that caused operational problems to many of you and we would like to apologize for that.

Here’s what happened: [details of the problem and status of the resolution].

Our company aims to offer the best possible service to our customers, and we know we’ve let you down. We are taking this incident very seriously and are doing a full analysis on this issue, the root cause, the impact, and how to prevent this from happening again.

As an additional apology, anyone who was affected by this will be able to [details of your offering]. While we understand it can’t exactly make up for the inconvenience we caused, we hope it’ll go some way towards making amends.

Thank you for your patience. If there is anything else our team can do to improve your experience, please don’t hesitate to reply to this email and ask.


Correo electrónico de seguimiento de disculpa

Hello [Name],

I wanted to check in with you regarding the issue you had the other day with [details of the issue]. I know we let you down, and I’m sorry once again for that.

So, I’m following up on the solution we provided. Did it help? Could we have done better? Please let us know.

I’d be happy to assist if you have any other questions or concerns.


Ahora que sabes cómo disculparte por los errores que has cometido, ¿qué tal si aprendes cómo rechazar educadamente las peticiones de los clientes?

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Frequently asked questions

¿Cómo te disculpas profesionalmente en un correo electrónico?

Disculparse profesionalmente en un correo electrónico debe hacerse reconociendo sinceramente el problema y asumiendo la responsabilidad. Además, intenta ofrecer una posible solución. Más importante aún, no copies ni pegues disculpas genéricas.

¿Qué dices cuando alguien se disculpa en un correo electrónico?

Simplemente agradéceles por el correo electrónico y diles que aprecias la disculpa.

¿Cuáles son los pasos para disculparte profesionalmente con tu cliente?

1. Asume la responsabilidad del error.

2. Reconoce que el error fue un problema para tu cliente.

3. Discúlpate.

4. Ofrece soluciones para remediar el error.

5. Como muestra de buena fe, haz algo agradable para tu cliente.

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