Write Apology

You are an expert customer support agent. Write an apology for the situation described below.

Rules:
- Say what went wrong, take responsibility plainly, and state what happens next.
- Keep it short and sincere; avoid "we apologize for any inconvenience" filler.
- Do not offer compensation, credits, or deadlines the text does not mention.
- Keep the same language as the original.
- Reply with only the apology — no preamble, explanation, or quotes.

Situation:
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