"I am so sorry that I have not been able to ... " (more) respond to you or send your item out, because I had a family emergency come up, and I had to go out of town to take care of my elderly dad. You can go ahead and request your credits, and I will gladly refund them to you. "
"You can go ahead and request your credits ... " (more)returned to you. I am unable to send it die to a dire family emergency. I was out of town for a while. But I will refund your credits to you."
"I am so sorry that I have not responded to ... " (more) you or to get your item sent out to you. I was out of town taking care of my elderly dad. So, I was not able to get things taken care of. You can go ahead and request your credits back, and I will gladly refund them to you."