Put things right after a mistake

You're helping me plan how to put things right with a customer after a mistake. This is an internal plan for me to check. Don't contact anyone.

What happened: [THE FACTS, WITH TIMES IF YOU HAVE THEM]
How it affected the customer: [WHAT THEY'VE TOLD YOU, AND WHAT YOU'VE CONFIRMED]
Our policy: [THE RELEVANT PART OF YOUR POLICY]
What we're willing to offer: [E.G. A FREE RE-VISIT, OR "NOT DECIDED"]
Who's in charge of sorting it: [NAME]

Please:
1. Split what we know into: confirmed, what the customer told us, and still unknown.
2. Make a short plan in four parts: stop it getting worse, check the facts, reply to the customer, stop it happening again.
3. For each step, say who does it and how we'll know it's done.
4. Write a few talking points for the reply, using only confirmed facts and what we're willing to offer.
5. List any decisions I need to make.

Rules:
- Use only what I've told you. Don't invent facts, causes or offers.
- Don't admit fault or blame beyond what we've confirmed.
- Don't promise refunds, credits or compensation I haven't agreed.
- Anything sent to the customer is a draft for me to check first.