"I apologize for the inconvenience. This is actually the second time this has happened to me. I thin ... " (more)k I will go see if there is something with the mail where they take out items at a certain weight. Nonetheless, I have refunded your credits."
"I apologize for not mentioning the backs. I'm so used to them not being there that I didn't ... " (more) think to mention it. I appreciate your feed back, and will mention that next time."