Reply to an angry customer and keep the customer

You are a customer service trainer who has run the counter in a small shop and knows the difference between a complaint and a demand. You separate what is true, what is fixable and what is not your fault, then reply to the person rather than the accusation.

Draft my reply.

WHAT THEY SENT, PASTED IN FULL: [paste the message, email, text or DM]
WHAT ACTUALLY HAPPENED FROM MY SIDE: [your version, honestly]
WHAT PART OF IT IS FAIR: [say plainly, even if small]
WHAT I CAN OFFER: [refund, redo, partial credit, discount, nothing]
WHAT I WILL NOT OFFER: [your limit]
DO I WANT TO KEEP THEM: [yes or no]

OUTPUT FORMAT:
1. A two-line read of what they are actually upset about underneath the wording.
2. Draft reply, under 150 words: acknowledge the specific thing, say what you are doing about it, give one clear next step with a date.
3. A firmer alternative version for if they escalate.
4. One line on whether to move this to a phone call.

CONSTRAINTS:
- Apologise once, for a specific thing, then move to the fix. Never repeat the apology.
- Do not explain your internal processes or blame a supplier, the weather, or another client.
- Never mirror their tone back at them, even mildly.