The correct answer is c. Give readers the good news immediately.
Explanation:
The message mentioned in the question is a type of <u>apology</u> presented to the customer. The opening sentence implies that there is some bad news. It would be better if the author would have presented the good news first because that would <u>keep the readers involved</u> and persuade them to read the text further.
Giving good news first gives a <u>positive impression</u> to the readers and compels them to read the text till the end.
