Reply templates for customer service

Hi [Name], Your refund of [Amount] for order [Order number] is on its way. It should be back in your account within [Refund time]. If it isn’t there by then, reply to this email and I’ll look into it. [Your name] [Brand]

Hi [Name], Of course. You have [Return period] after delivery to send it back. 1. Go to [Returns link] and enter your order number, [Order number]. 2. Print the label, or show the code at a drop-off point. 3. Once the parcel is back with us, you’ll get your money back within [Refund time]. Any questions along the way? Reply here. [Your name] [Brand]

Hi [Name], Thanks for asking. Your order arrived on [Delivery date], and returns are possible for [Return period] after delivery. That time has passed, so I can’t refund it. What I can offer: [What you can offer]. Would that help? [Your name] [Brand]

Hi [Name], Sorry, that’s our mistake. You ordered [What they ordered], and I’ve sent it to you today. You can follow it here: [Tracking link]. To send the wrong one back, use this free label: [Returns link]. There’s no rush, and it costs you nothing. [Your name] [Brand]

Hi [Name], Your order [Order number] left us on [Ship date] and is now with [Carrier]. You can follow it here: [Tracking link]. If it hasn’t arrived by [Expected date], reply to this email and we’ll chase it with [Carrier]. [Your name] [Brand]

Hi [Name], Sorry, your order [Order number] is taking longer than we said. [Carrier] now expects to deliver it on [Expected date]. You can follow it here: [Tracking link]. Would you rather not wait? Reply to this email and I’ll cancel the order and refund you in full. [Your name] [Brand]

Hi [Name], That’s frustrating, sorry. The tracking for [Order number] says it was delivered on [Delivery date]. Could you check with your neighbors, around the door and in your mailbox, and look for a note from [Carrier]? If it hasn’t turned up by tomorrow, reply here. I’ll file a claim with [Carrier] and send you a new one. [Your name] [Brand]

Let me look up order [Order number] for you. One moment, please.

Hi [Name], Thanks for reporting this. I can see the same thing on our side, so it’s a bug and it’s with our developers now. Until it’s fixed, this works around it: [Workaround]. I’ll email you as soon as the fix is live. [Your name] [Brand]

Hi [Name], Thanks for letting us know. I couldn’t make it happen on my side yet, so a few details would help: 1. What were you trying to do? 2. What happened, and what did you expect? 3. Which browser or app version do you use? 4. A screenshot, if you can. With that, we can get to work on it. [Your name] [Brand]

Hi [Name], Thanks for reporting it. We know about this problem and we’re working on a fix. I’ve added your message to it, so you’ll hear from me when it’s solved. You can also follow along here: [Status page]. [Your name] [Brand]

Hi [Name], Good news: the problem you reported is fixed. Could you try again and let me know if it works for you now? Thanks for taking the time to report it. [Your name] [Brand]

Hi [Name], Thanks for the idea. I’ve added it to our list, with your note on why you need it. That part helps us most when we decide what to build next. I can’t promise if or when it comes. If it does, I’ll email you. [Your name] [Brand]

Hi [Name], Good news: you can already do this. Here’s how: 1. [First step] 2. [Second step] There’s more in this article: [Help center link]. Let me know if anything’s unclear. [Your name] [Brand]

Hi [Name], Thanks for suggesting this. We’ve thought about it and decided we won’t build it, because [Reason]. You may get close with [Alternative]. And thanks for taking the time to write it up. [Your name] [Brand]

Hi [Name], A while ago you asked for [Feature]. It’s live now, and here’s how it works: [Help center link]. Thanks for asking for it. I’d love to hear what you think once you’ve tried it. [Your name] [Brand]

Hi [Name], Here’s your invoice for [Invoice period]: [Invoice link]. You’ll find all your invoices in your account too, under [Billing page]. [Your name] [Brand]

Hi [Name], We couldn’t take your payment of [Amount] for [Plan]. Often the card has expired or the bank stopped the payment. You can update your payment details here: [Billing page]. Your account keeps working until [Due date], so there’s time. [Your name] [Brand]

Hi [Name], You’re right, you were charged twice for [Plan] on [Charge date]. Sorry about that. I’ve refunded the second payment of [Amount]. You’ll see it back in your account within [Refund time]. [Your name] [Brand]

Hi [Name], Thanks for asking about the new price. From [Change date], [Plan] costs [New price], because [Reason]. Until then, you pay what you pay now. If you’d like to switch plans or cancel before [Change date], reply here and I’ll sort it out. [Your name] [Brand]

Hi [Name], Done: your [Plan] subscription is canceled and you won’t be charged again. You can keep using [Brand] until [End date]. If you have a minute: what made you leave? One line is plenty. Thanks for being a customer. [Your name]

Hi [Name], Sorry you’re locked out. Let’s get you back in. 1. Go to [Login page] and choose “Forgot password”. 2. We’ll email you a reset link. It can take a few minutes, so check your spam folder too. Still stuck? Reply here and tell me what you see on the screen. [Your name] [Brand]

Hi [Name], You can change your email address yourself under [Account page]. We’ll send a link to the new address, and the change goes through when you click it. Can’t get into your old address anymore? Reply here and I’ll help you another way. [Your name] [Brand]

Hi [Name], That happens, and we can fix it. If you saved recovery codes when you turned on two-step sign-in, you can log in with one of those. No recovery codes? Reply from the email address on your account, and I’ll check it’s really you before I switch two-step sign-in off. [Your name] [Brand]

Before I look at your account: which email address did you sign up with?

Hi [Name], Sorry it took us [Wait time] to get back to you. That’s too long. About your question: [Answer] [Your name] [Brand]

Hi [Name], You’re right, and I’m sorry. [What went wrong], and that shouldn’t have happened. Here’s what I’ve done about it: [What you did]. To stop it happening again, we’re [What you’re changing]. Thanks for telling us. [Your name] [Brand]

Hi [Name], Sorry about the trouble today. [What didn’t work] didn’t work between [Start time] and [End time]. It’s working again now. The cause was [Cause]. To stop it happening again, we’re [What you’re changing]. Thanks for your patience. [Your name] [Brand]

Sorry to keep you waiting, it’s busy right now. I’m all yours: how can I help?

Hi, Thanks for your email. We’re out of the office right now. We answer [Opening hours], and you’ll hear from us within [Reply time]. You might find the answer sooner in our help center: [Help center link]. [Brand]

Hi, Thanks for your message. We’re closed from [First day off] and back on [Back date]. We’ll answer every message in order when we’re back. Orders placed in the meantime ship from [Ship date]. [Brand]

We’re offline right now. Leave your question and your email address, and we’ll email you the answer within [Reply time].

Hi [Name], Glad that’s sorted. I’ll close this conversation now. If anything else comes up, reply to this email and we’ll pick it up again. [Your name] [Brand]

Hi [Name], I haven’t heard back from you, so I’m closing this conversation for now. Still need help? Reply to this email and we’ll carry on where we left off. [Your name] [Brand]

Is there anything else I can help you with today?

Hi [Name], Glad we could help. If you have a minute, would you leave a short review? It helps other people decide whether [Brand] is right for them. [Review link] Thanks either way. [Your name] [Brand]

Hi [Name], Your order should have arrived by now. How do you like it? If you’re happy with it, a short review would mean a lot to us: [Review link]. And if something isn’t right, reply to this email and I’ll help. [Your name] [Brand]

Thanks for the kind words, [Name]! Glad to hear [What they liked]. We’ve shared your review with the team. [Your name], [Brand]

Hi [Name], thanks for your honest review, and sorry we let you down. I’d like to put this right. Could you email us at [Support email] with your order number? I’ll take it from there. [Your name], [Brand]