Writing customer service emails from scratch for every inquiry is inefficient and inconsistent. These templates give you a starting point for every common scenario—just customize the bracketed sections and send.
Each template includes:
- The email template itself
- When to use it
- Customization tips
- What to avoid
Template Usage Guide
Customization Required
Replace all bracketed text:
[Customer Name]- Use their actual name[Company Name]- Your company[Order Number]- Specific order[Date]- Relevant date[X days]- Your actual timeframe
Tone Matching
These templates use a professional-friendly tone. Adjust based on your brand:
- More formal: Remove contractions, add "Dear" salutations
- More casual: Add warmth, use first names only, lighter language
Order Confirmation and Updates
Order Confirmation
When to use: Immediately after order is placed.
Subject: Order confirmed! #[Order Number]
Hi [Customer Name],
Thanks for your order! We've received it and it's being processed.
Order Details:
- Order number: #[Order Number]
- Order date: [Date]
- Items: [Product list]
- Total: [Amount]
What's next:
We'll send you a shipping confirmation with tracking information once your order is on its way. This usually happens within [X business days].
Track your order anytime: [Order tracking link]
Questions? Reply to this email or visit our help center at [Help URL].
Thanks for choosing [Company Name]!
[Your Name]
[Company Name] Team
Shipping Confirmation
When to use: When order ships.
Subject: Your order is on the way! #[Order Number]
Hi [Customer Name],
Great news—your order has shipped!
Shipping Details:
- Tracking number: [Tracking Number]
- Carrier: [Carrier Name]
- Estimated delivery: [Date]
[Track your package →]
What's in this shipment:
[List of items]
If you have any questions about your delivery, we're here to help.
[Your Name]
[Company Name] Team
Delivery Confirmation
When to use: After delivery is confirmed.
Subject: Your order has been delivered 📦
Hi [Customer Name],
Your order #[Order Number] has been delivered!
Delivered to: [Delivery address]
Delivered on: [Date and time]
We hope you love your [product]. If anything isn't right, please let us know within [X days] and we'll make it right.
How was your experience? [Quick feedback link]
Thanks for shopping with us!
[Your Name]
[Company Name] Team
Order Issues
Order Delayed
When to use: When order will not arrive by expected date.
Subject: Update on your order #[Order Number]
Hi [Customer Name],
I wanted to reach out about your order #[Order Number].
Unfortunately, there's been a delay with your shipment. Your order was originally expected by [Original Date], but it's now estimated to arrive by [New Date].
Why this happened: [Brief, honest explanation - carrier delays, inventory issue, etc.]
I know this is frustrating, and I apologize for the inconvenience.
Here's what I can offer:
- [Option 1: Discount on next order, expedited shipping on replacement, etc.]
- [Option 2: Full refund if you prefer not to wait]
Please reply and let me know how you'd like to proceed. I'll take care of it right away.
Again, I'm sorry for this delay.
[Your Name]
[Company Name] Team
Order Lost
When to use: When order is confirmed lost.
Subject: We're taking care of your missing order
Hi [Customer Name],
I've confirmed that your order #[Order Number] appears to be lost in transit. I'm really sorry about this—I know you've been waiting.
Here's what I'm doing right now:
- [Option 1: Reshipping your order today at no charge / Option 2: Processing a full refund]
- The replacement will ship via [expedited method] and should arrive by [Date]
- I'm also [adding a discount/credit/gift] to your account for the trouble
You don't need to do anything. I'll send you the new tracking information as soon as it ships.
Is there anything else I can do to make this right?
[Your Name]
[Company Name] Team
Wrong Item Sent
When to use: Customer received incorrect item.
Subject: Let's fix your order #[Order Number]
Hi [Customer Name],
I'm so sorry about the mix-up—you should have received [Correct Item], not [Wrong Item]. That's our mistake.
Here's how we'll fix it:
1. I'm shipping [Correct Item] today. It will arrive by [Date].
2. For the wrong item, you can:
- Keep it with our apologies, or
- Return it using the prepaid label I've attached (no rush)
I've also added [discount/credit amount] to your account for the inconvenience.
Your new tracking info: [Tracking link]
Again, I apologize for this error. Please let me know if you need anything else.
[Your Name]
[Company Name] Team
Damaged Item
When to use: Customer reports item arrived damaged.
Subject: Re: Damaged item - we'll take care of it
Hi [Customer Name],
I'm sorry your [Product] arrived damaged. That's not the experience we want for you.
Here's what I can do:
- Send a replacement right away (arrives by [Date])
- Issue a full refund to your original payment method
Which would you prefer? Just reply and I'll process it immediately.
For the damaged item: you don't need to return it. Keep it or dispose of it—whatever is easiest for you.
Let me know how you'd like to proceed.
[Your Name]
[Company Name] Team
Returns and Refunds
Return Approved
When to use: Confirming return request is approved.
Subject: Your return is approved - here's your label
Hi [Customer Name],
Your return for order #[Order Number] is approved.
What you're returning: [Item name]
Refund amount: [Amount]
How to return your item:
1. Pack the item securely
2. Attach the return label (see attachment or [link])
3. Drop off at any [Carrier] location
Once we receive it, your refund will be processed within [X] business days.
[Download return label →]
Questions about the return process? Just reply to this email.
[Your Name]
[Company Name] Team
Refund Processed
When to use: When refund has been issued.
Subject: Your refund has been processed
Hi [Customer Name],
Your refund of [Amount] for order #[Order Number] has been processed.
Refund details:
- Amount: [Amount]
- Method: [Original payment method]
- Processing time: [X] business days to appear in your account
Note: Some banks take 5-10 business days to show refunds. If you don't see it after [Date], please let us know.
We're sorry this purchase didn't work out. If there's anything we could have done differently, we'd love to hear from you.
Thanks for giving us a try.
[Your Name]
[Company Name] Team
Return Denied - Outside Policy
When to use: Return request doesn't meet policy requirements.
Subject: About your return request
Hi [Customer Name],
Thank you for reaching out about returning your order #[Order Number].
I've looked into your request, and unfortunately, we're not able to process a standard return because [specific reason: outside return window, item not eligible, etc.].
Our return policy allows returns within [X] days of delivery for [eligible items].
However, I want to help if I can. A few options:
1. [If applicable: Exchange for different item/size]
2. [If applicable: Store credit instead of refund]
3. [If applicable: Contact for exceptional circumstances]
Please let me know if any of these would work for you, or if there's something unusual about your situation I should know about.
[Your Name]
[Company Name] Team
Customer Complaints
General Complaint Response
When to use: Customer expresses general dissatisfaction.
Subject: Re: [Original subject]
Hi [Customer Name],
Thank you for taking the time to share your experience. I'm sorry it wasn't a good one.
I understand you're frustrated about [specific issue they mentioned], and you have every right to be.
Here's what I'm doing about it:
[Specific action 1]
[Specific action 2]
I'm also [compensation if appropriate] as a gesture of goodwill.
Your feedback matters. We're taking steps to ensure this doesn't happen to other customers, including [any process improvement you can share].
Is there anything else I can do to make this right?
[Your Name]
[Company Name] Team
Service Failure Apology
When to use: Major service failure that affected customer.
Subject: I owe you an apology
Hi [Customer Name],
I want to personally apologize for [specific issue]. What happened was unacceptable, and you deserved much better.
There's no excuse for this. [Optional: brief, honest explanation without sounding like an excuse]
Here's what I'm doing to make this right:
1. [Immediate resolution/compensation]
2. [What you're doing to prevent recurrence]
3. [Any additional gesture]
I know an apology doesn't undo the frustration this caused. If there's anything else I can do, please tell me. I want to earn back your trust.
Thank you for your patience.
[Your Name]
[Company Name] Team
Response to Negative Review
When to use: Customer has left a negative public review.
Subject: Thank you for your honest feedback
Hi [Customer Name],
I saw your recent review, and I wanted to reach out directly.
First, thank you for taking the time to share your experience. I'm sorry we fell short of your expectations. You raised valid points about [specific issues mentioned].
I'd like the opportunity to make this right. Would you be open to connecting so I can understand your experience better and see what we can do?
[Your contact info or call scheduling link]
Whether or not you take me up on this, I want you to know that your feedback is being used to improve. [Specific improvement if possible]
Thank you for giving us a chance.
[Your Name]
[Title]
[Company Name]
Account and Technical Issues
Password Reset
When to use: Customer requests password help.
Subject: Reset your [Company Name] password
Hi [Customer Name],
We received a request to reset the password for your account.
[Reset password button/link]
This link expires in [X hours].
If you didn't request this, you can ignore this email—your password won't change.
Having trouble? Reply to this email and we'll help you get back into your account.
[Your Name]
[Company Name] Team
Account Locked
When to use: Customer's account has been locked.
Subject: Your account has been temporarily locked
Hi [Customer Name],
For your security, we've temporarily locked your [Company Name] account.
This happened because [reason: too many login attempts, suspicious activity, etc.].
To unlock your account:
[Verification/unlock link or instructions]
If you didn't try to access your account, please let us know immediately so we can investigate.
Questions? Reply to this email and we'll help right away.
[Your Name]
[Company Name] Security Team
Bug Report Acknowledgment
When to use: Customer reports a technical issue/bug.
Subject: Thanks for reporting this issue
Hi [Customer Name],
Thank you for letting us know about [brief description of issue]. I've passed this to our technical team for investigation.
What happens next:
- Our team will investigate the issue
- If we need more information, we'll reach out
- We'll update you when there's progress
Case reference: #[Ticket number]
In the meantime, here's a workaround that might help: [if applicable]
Thanks for helping us improve [Company Name].
[Your Name]
[Company Name] Support
Bug Fixed Notification
When to use: Following up when a reported issue is resolved.
Subject: The issue you reported has been fixed
Hi [Customer Name],
Good news! The issue you reported on [Date] has been resolved.
The problem: [Brief description]
The fix: [What we did]
You shouldn't experience this issue anymore. If you do, please let us know immediately.
Thank you for bringing this to our attention. Your report helped us improve [Company Name] for everyone.
[Your Name]
[Company Name] Team
Billing and Payments
Payment Failed
When to use: Subscription payment failed.
Subject: Action needed: Payment issue with your account
Hi [Customer Name],
We tried to process your payment of [Amount] for [Product/Service], but it didn't go through.
This can happen when:
- Card has expired
- Card details have changed
- Bank declined the transaction
To keep your service active, please update your payment method:
[Update payment link]
Your service will continue uninterrupted for the next [X days]. After that, your account will be [consequence].
Need help? Just reply to this email.
[Your Name]
[Company Name] Team
Invoice Request Response
When to use: Customer asks for invoice/receipt.
Subject: Your invoice for [Order/Period]
Hi [Customer Name],
Here's the invoice you requested.
Invoice details:
- Invoice number: [Number]
- Date: [Date]
- Amount: [Amount]
- For: [Description]
[Download invoice PDF] or see attached.
If you need the invoice in a different format or with different details (company name, address, etc.), just let me know.
[Your Name]
[Company Name] Team
Subscription Cancellation Confirmation
When to use: Confirming subscription has been cancelled.
Subject: Your subscription has been cancelled
Hi [Customer Name],
Your [Product/Service] subscription has been cancelled as requested.
Important details:
- Your access continues until: [End date]
- Final charge: [Amount] on [Date] (or no further charges)
- Any data you've saved: [What happens to it]
If you change your mind, you can resubscribe anytime at [link].
I'm sorry to see you go. If there's anything specific that led to your decision, I'd genuinely appreciate knowing—it helps us improve.
Thanks for giving [Company Name] a try.
[Your Name]
[Company Name] Team
Follow-ups and Proactive Outreach
Check-in After Purchase
When to use: X days after order delivery.
Subject: How's your [Product] working out?
Hi [Customer Name],
It's been about [X days] since your [Product] arrived. I wanted to check in and see how everything's going.
Is it meeting your expectations?
If you have any questions or need help getting the most out of your purchase, just reply to this email. I'm happy to help.
[Optional: Quick tips for product use]
Thanks for choosing [Company Name]!
[Your Name]
[Company Name] Team
Following Up on Unresolved Issue
When to use: Checking back on a support ticket.
Subject: Following up: [Original issue]
Hi [Customer Name],
I wanted to follow up on the issue you contacted us about on [Date] regarding [brief description].
Has this been resolved? I want to make sure you're taken care of.
If you're still experiencing problems, please let me know and I'll prioritize getting this sorted out.
If everything's working now, that's great—no need to reply.
[Your Name]
[Company Name] Team
Ticket Closure Confirmation
When to use: Closing a support ticket.
Subject: Your support request has been resolved - #[Ticket Number]
Hi [Customer Name],
I'm marking your support request as resolved.
Issue: [Brief description]
Resolution: [What was done]
If this issue comes back or you need anything else, simply reply to this email and your case will reopen.
Thanks for contacting [Company Name] support!
[Your Name]
[Company Name] Team
Win-Back Email (Inactive Customer)
When to use: Customer hasn't purchased in a while.
Subject: We miss you at [Company Name]
Hi [Customer Name],
It's been a while since your last order, and we wanted to check in.
Has something changed? If we fell short somewhere, I'd love to know so we can do better.
If you've just been busy, no worries—we're here whenever you need us. And I've got a special offer for you:
[Discount/offer details]
Valid until: [Date]
Use code: [Code] at checkout
Either way, thanks for being a customer. We hope to see you again soon.
[Your Name]
[Company Name] Team
Special Situations
Escalation to Manager
When to use: Routing to manager after customer requests.
Subject: Connecting you with [Manager Name]
Hi [Customer Name],
Thank you for your patience. I'm looping in [Manager Name], our [Title], who can better assist with your request.
[Manager Name], [Customer Name] has been experiencing [brief summary of issue and what's been tried so far].
[Customer Name], [Manager Name] will take it from here. You should hear from them within [timeframe].
[Your Name]
[Company Name] Team
Compensation/Goodwill Gesture
When to use: Offering something extra after a bad experience.
Subject: A small thank you for your patience
Hi [Customer Name],
I know your recent experience with us wasn't ideal, and I wanted to do something to make up for it.
I've added [compensation] to your account:
[Details of credit/discount/gift]
This can be used [how to use it].
No strings attached—this is just our way of saying sorry and thank you for sticking with us.
I hope we get the chance to give you a better experience next time.
[Your Name]
[Company Name] Team
End of Life Product
When to use: Product being discontinued.
Subject: Important update about [Product]
Hi [Customer Name],
I'm reaching out because you purchased [Product], and I have an important update.
We're discontinuing [Product] as of [Date].
What this means for you:
- [Support/warranty information]
- [Replacement options if any]
- [Data/service migration if applicable]
We're doing this because [honest, brief reason].
Here's what we recommend:
[Migration path or alternatives]
If you have questions or need help with the transition, our team is ready to assist.
Thank you for your understanding.
[Your Name]
[Company Name] Team
Email Writing Tips
Opening Lines
Instead of: "I'm writing to inform you..." Try: "Here's an update on your order..." or "Quick update:"
Instead of: "Thank you for contacting [Company]..." Try: "Thanks for reaching out!" or go straight to the solution
Closing Lines
Instead of: "Please don't hesitate to contact us..." Try: "Reply to this email if you need anything"
Instead of: "We appreciate your business..." Try: "Thanks for choosing us" or "Thanks for your patience"
Tone Guidelines
- Be human: "I'm sorry" not "We apologize"
- Be specific: "I'm refunding $47.50" not "A refund is being processed"
- Be proactive: "I've already..." not "Please wait while we..."
- Be concise: Get to the point, then offer to help more
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