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Here's a refined version of your response:
Hello Leon,
Thank you for choosing to shop with us and for taking the time to share your feedback.
After looking into your order, we discovered that it was dispatched promptly on April 12th. However, due to courier procedures, the parcel wasn't scanned until April 15th, causing an unexpected delay.
We sincerely apologize for any inconvenience this may have caused you. Rest assured, we take such matters seriously and will address this with the courier to prevent recurrence.
Recognizing the urgency of your need for the parts, I'm pleased to inform you that your replacement order has been dispatched and successfully delivered on May 20th, as confirmed by my colleague.
We hope this resolution has rectified the situation to your satisfaction and that we can provide you with improved service in the future.
Best regards,
Bless
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