Introducing/explaining a problem, There seems to be a mistake ..., You've charged us for ..., but..., I'm afraid..., Making a request, Would you mind...?, Could you (possibly)...?, I'd like to..., please., Making an apology, I do apologise., I'm terribly sorry. , Responding to an apology, Don't worry about it., It's not your fault..

Explaining and dealing with problems (Nav, Pre)

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