Test Corporate writing and e-mail

QUESTION 1: What should the opening of an email include, according to the text?

Open by acknowledging the concern and break the explanation into short paragraphs
Immediately cite the applicable regulations
Leave the solution to automated systems without a human touch
Use long paragraphs to cover everything in one

Indicate only that there was a transit error
Referring the customer to the website without further details
Notify that logistics has taken control of the manifest and there will be an update on coordinates
Blaming third parties and avoiding commitments