[Translation from Japanese to English ] I am very sorry for causing you inconvenience on this occasion. It is natur...

Additional info

お客様への謝罪文です。状況は、商品を発送後に輸送事故で商品が紛失しました。お客様は一方的に取引をキャンセルされて怒っています。必ず別の商品を用意するよう要求されました。

Original text

この度はお客様にご迷惑をお掛けして大変申し訳ありません。
お客様が一方的にキャンセルをされてご気分を害されるのは当然です。
私もよく理解できます。
本当に申し訳なく思っております。
今となってはキャンセルする前にご連絡すればよかったと後悔しております。

私は商品が紛失するというはじめてのケースに直面し、驚いて困惑しました。
私はお客様にすぐに返金する必要があると思いました。
しかし返金する前にお客様にご連絡すべきでした。
大変申し訳ありません。

Translation / English

I am very sorry for causing you inconvenience on this occasion.
It is natural that your feelings would be hurt because your order was cancelled without notice.
I can also understand.
I truly think it is inexcusable.
Now I regret that I hadn't contacted you before cancelling it.

This is the first time I've had to deal with a product being lost, so I was surprised and bewildered.
I thought I should refund you right away.
However, before refunding you I should have contacted you first.
I am very sorry.

Translation / English

I'm very sorry for the inconvenience caused you this time.
I totally understand that you feel uncomfortable by me canceling without your opinion.
I honestly understand that.
I should have told you that before I cancelled.

I encountered the case which the item is missing for the first time. And I am very surprised.

I thought I need to refund you immediately.
But again,I should have told you before I refund.
I'm truly sorry for that.