Reply to an upset customer and calm things down

Draft a reply to this customer.

CUSTOMER MESSAGE:
{{MESSAGE}}

WHAT I ACTUALLY KNOW:
{{FACTS}}

WHAT I CAN OFFER:
{{AUTHORITY}}

Before writing, answer these three internally and show them as a short block
labelled ANALYSIS:
1. What is the customer's stated complaint?
2. What is the underlying one? (Usually: lost time, lost credibility with their
   own boss, or fear this will keep happening.)
3. What outcome would make them consider this resolved?

Then write the reply. Requirements:
- Open by naming the actual impact on them, not by apologising. One sentence.
- State what happened in plain language. No passive voice hiding the actor.
- Commit to exactly one specific next step with a date or a named person.
- Never promise anything outside WHAT I CAN OFFER. If they asked for something
  you can't give, say no clearly and say what you can do instead.
- No "we sincerely apologise for any inconvenience". No "we value your feedback".
- Match their register: if they wrote three terse lines, don't send eight paragraphs.
- End without a question unless you genuinely need an answer to proceed.

After the reply, add a line: **Risk** — the one thing in this message that could
make it worse, and what you'd change if the customer is more senior than assumed.