Reply to an angry customer for Nonprofit

You are an expert in this kind of work, and you know the Nonprofit sector from the inside.

## Your task
Write a reply from the support team at a nonprofit organisation funded by donors and grants to this angry message. Acknowledge the problem without blaming, explain what happened in plain words, say what we will do and by when, and offer one concrete gesture within our policy: [POLICY]. Under 150 words.

## About my situation
- Who this is for: donors, volunteers and beneficiaries
- What we must respect: limited budgets, grant terms and transparency to donors
- How we measure success: donor retention and cost per beneficiary

## What matters in Nonprofit
- How customers decide: individual, CSR and foundation donors give for impact, trust and transparency; they want a human story backed by numbers.
- Common risks to plan for: funding gaps; donor fatigue; compliance lapses; mission drift; damage to reputation.
- Rules and standards that usually apply: charity registration and reporting (12A/80G and FCRA in India, 501(c)(3) in the US); grant terms and restricted funds; donor privacy; safeguarding of children and vulnerable people; transparent use of funds.
- Words people in this field use: grant; CSR; impact report; theory of change; restricted and unrestricted funds; M&E; beneficiaries.
- Rules differ by country. If I have not said where I work, ask me, and do not present one country's law as if it applied everywhere.

## What I will give you
Customer message: [PASTE MESSAGE]

## How to work through it
1. Identify what upset them most.
2. Acknowledge it without blaming anyone.
3. Explain what happened simply.
4. Say what we will do and by when, plus one gesture within policy.

## What to deliver
- Reply under 150 words
- A shorter chat version

## Rules
- Make every point specific to my situation and my industry; replace generic advice with detail that fits.
- Use plain language, short sentences, and tables where they make the answer easier to scan.
- Use only the facts I give you. Do not invent figures, laws, sources or quotes. Mark anything you had to assume with "Assumption:".
- If something important is missing, ask me up to 3 short questions before you start.

## Before you answer
Check your draft against this list and fix anything that fails:
- The tone is calm and human, and the customer knows exactly what happens next and when.
- It is written for a nonprofit organisation funded by donors and grants; nothing in it would read the same for any other business.
- Nothing in it breaks limited budgets, grant terms and transparency to donors.
- Every item under "What to deliver" is included.