Customer service reply templates: free email and chat responses

You can't answer yet and the customer would otherwise wonder if anyone saw the message.

Hi [name],

Thanks for writing in. I've read your message about [short summary], and I'm looking into it now.

I'll get back to you by [day and time]. If anything changes before then, just reply here and it will come straight to me.

[your name]

You can't help without more information. Ask for everything at once so it takes one round trip, not three.

Hi [name],

I'd like to sort this out for you, and I need a few details first:

1. [the first thing you need, e.g. the email on the account]
2. [the second thing, e.g. roughly when it happened]
3. [a screenshot of the error, if you can]

As soon as I have those I'll take it from there.

[your name]

The question belongs to another team or another company.

Hi [name],

Thanks for reaching out. [Team or company] handles [topic], so they'll be able to help much faster than I can. You can reach them at [contact or link].

I've [forwarded your message / added a note] so you won't need to explain it all again. If they don't get back to you by [day], reply here and I'll chase it.

[your name]

You've reproduced the problem and it's with the engineering team.

Hi [name],

You're right, this is a bug on our side, and thanks for the clear report. I've reproduced it and passed it to our engineers with your details.

In the meantime, [workaround, if there is one].

I can't promise a date for the fix yet, but I'll write to you here as soon as it's out.

[your name]

You tried and everything works on your side.

Hi [name],

I tried to recreate this [on the same browser / with the same steps] and it worked as expected for me, so something about your setup must be different.

Could you try [one simple thing, e.g. a private browser window], and if it still happens, send me [a screenshot / the exact steps / the time it happened]? That will tell me where to look.

[your name]

Something is down for everyone and the messages are piling up.

Hi [name],

Thanks for letting us know. [Feature] is down for all customers right now, and our team is working on it. Your data is safe.

You can follow updates at [status page link]. I'll also reply here once it's fixed, so you don't need to keep checking.

Sorry for the disruption to your day.

[your name]

Closing the loop on a bug the customer reported.

Hi [name],

Good news: the fix for [the problem] is now live. You may need to [refresh the page / update the app] to see it.

Thanks again for reporting it. Your report is why it got fixed. If you still see the problem, reply here and I'll reopen this.

[your name]

You're giving the money back.

Hi [name],

I've refunded [amount] to the [card ending in 1234 / original payment method]. Banks usually take [number] business days to show it, depending on your bank.

Here's the receipt for your records: [link].

[your name]

Policy says no. Say so plainly, explain why once, and offer what you can do.

Hi [name],

I looked into this carefully. I can't refund [the charge] because [the reason in one sentence, e.g. the plan renewed 45 days ago and refunds cover the first 30].

What I can do is [alternative: cancel so you're not charged again / move you to a cheaper plan / give a credit of X]. Just reply with which you'd prefer and I'll set it up today.

[your name]

A duplicate charge. Act first, explain second.

Hi [name],

You were charged twice on [date], and that shouldn't have happened. I've refunded the extra [amount] to your [card ending in 1234]. It should show within [number] business days.

I've also [checked your account / flagged it to our billing team] so it won't happen again next month.

[your name]

A card was declined and the account is at risk.

Hi [name],

Your last payment for [product] didn't go through, most often because a card expired or was replaced.

You can update your card here: [link]. Nothing on your account changes before [date], so there's time.

If you meant to cancel, no action is needed and I can confirm it for you.

[your name]

The customer sees a higher bill than they expected.

Hi [name],

I've checked your last [two] invoices. The difference is [the cause, e.g. two new seats added on the 12th / usage over the included amount].

Here's the breakdown:
- [line item]: [amount]
- [line item]: [amount]

If that's not what you expected, I can [remove the seats / set a usage limit / walk you through it on a call].

[your name]

The customer needs a copy for their accounts team.

Hi [name],

Here's the [invoice / receipt] for [period or order number]: [link or attached].

It's made out to [company name and address on file]. If any of those details need to change, send me the correct ones and I'll [reissue it / update it for future invoices].

[your name]

A customer wants a new card, billing email or company name on their invoices.

Hi [name],

You can update [the card / billing email / company name] yourself under [Settings, Billing]. Changes apply from your next invoice [and past invoices stay as issued].

If you'd like me to reissue a past invoice with the new details, tell me which one and I will.

[your name]

Login trouble. Most are solved by a reset link.

Hi [name],

Let's get you back in. Please use this link to set a new password: [link]. It works for [time], so if it expires just ask me for a fresh one.

If the email doesn't arrive in a few minutes, check your spam folder for a message from [sender].

[your name]

A request that changes ownership, email or payment details.

Hi [name],

Before I change [the account email / owner], I need to confirm it's really you. This protects your account from anyone pretending to be you.

Please reply from the email address on the account, or send me [the last 4 digits of the card on file / your invoice number].

[your name]

They asked to cancel. Make it easy, don't argue.

Hi [name],

Done. Your [plan] is cancelled and you won't be charged again. You'll keep access until [date].

You can export your data any time before then here: [link].

If you're up for it, I'd like to know one thing we could have done better. Either way, thanks for trying us.

[your name]

A request to delete personal data.

Hi [name],

I've started deleting your personal data from [product]. It will be fully removed within [number] days, including from backups.

Some records, such as invoices, we're required to keep for [reason, e.g. tax law]. Those are kept only for that purpose.

I'll confirm here once it's done.

[your name]

You know about the delay before the customer has to ask again.

Hi [name],

Your order [number] is running late: it's now expected on [date] instead of [original date]. The reason is [one honest sentence].

If that date doesn't work for you, I can [cancel for a full refund / switch to faster shipping at no cost]. Just tell me which.

[your name]

Tracking says delivered, the customer says no.

Hi [name],

I'm sorry it hasn't turned up. Tracking shows it was delivered on [date] at [time] to [location, e.g. the front door].

Could you check with neighbours or your building's mailroom? These usually turn up within [a day or two].

If it hasn't arrived by [date], reply here and I'll [send a replacement / refund you], no need to explain again.

[your name]

A return that's within policy.

Hi [name],

No problem. Here's how to return it:

1. Print this label: [link]
2. Pack the item in [any box / its original packaging]
3. Drop it at [carrier] by [date]

Your refund of [amount] goes out as soon as it reaches us, usually within [number] days of drop-off.

[your name]

The customer sent a photo or described damage, and you'll make it right.

Hi [name],

I'm sorry it arrived damaged. Thank you for the photo, that's all I need.

I've [sent a replacement, which ships by [date] / refunded [amount], which should reach you within [number] days]. You don't need to send the damaged one back [unless: please return it with this label: link].

[your name]

We sent the wrong thing.

Hi [name],

That's our mistake: we sent [what they got] instead of [what they ordered]. I'm sorry.

The right item [ships today and should arrive by [date]]. You can keep or [return, free, with this label: link] the one you received.

[your name]

An ordered item can't be shipped when promised.

Hi [name],

[Item] from order [number] is out of stock, and the next delivery to us is expected [date].

You can wait for it, and we'll ship the moment it arrives, or I can [refund that item / swap it for [alternative]]. The rest of your order [ships as planned / will ship with it].

Tell me which you'd prefer.

[your name]

A how-to question with a help article that answers it.

Hi [name],

Yes, you can. Here's how:

1. Go to [place]
2. Click [button]
3. [Final step]

There's a short guide with screenshots here: [link].

[your name]

Someone asks for something you don't do. Be honest about the odds.

Hi [name],

Thanks for the suggestion. [Feature] isn't something we offer today, and I don't want to promise it's coming when I don't know.

I've added your request, with your use case, to the list our product team reviews. In the meantime, [workaround or alternative, if any].

[your name]

Writing back to someone who asked for a feature that just shipped.

Hi [name],

A while ago you asked us for [feature]. It's live today.

Here's how to use it: [link]. Thanks for asking. Requests like yours are how we decide what to build.

[your name]

The answer is no and a vague reply would only cause another email.

Hi [name],

I'll be direct so you can plan: [product] doesn't [do the thing], and it isn't on our plans.

If it's essential for you, [alternative product or approach] does it well. If not, here's the closest thing we have: [workaround].

[your name]

They're angry, with reason. Agree on what went wrong, then fix it.

Hi [name],

You're right to be frustrated. [What went wrong, in plain words] isn't the experience you should have had, and I'm sorry.

Here's what I've done: [the fix or the next step, with a time].

I'll check in with you on [day] to make sure it's settled.

[your name]

The message crosses into abuse. Stay calm and keep the door open.

Hi [name],

I want to help with [the issue], and I will. I'm not able to continue the conversation with the language in your last message, though.

If you can reply with [what you need from them], I'll pick this up straight away.

[your name]

You're handing over to someone more senior or more technical.

Hi [name],

This needs someone with more [technical / billing] access than I have, so I've passed it to [name or team], with everything you've told me so you won't need to repeat it.

They'll reply in this same thread by [day and time].

[your name]

The error was yours. Own it without hedging.

Hi [name],

We got this wrong. [What happened, in one sentence], and that was our mistake, not anything you did.

I've [fixed it / refunded X / corrected your account], and [what changes so it won't happen again].

Thanks for your patience while we sorted it out.

[your name]

You're waiting on the customer and they've gone quiet.

Hi [name],

Just checking in on [the issue]. Did [the suggested fix] work for you?

If I don't hear back, I'll close this on [date]. Replying any time after that reopens it, so nothing is lost.

[your name]

It's fixed and you want to end on a clear note.

Hi [name],

Glad that's sorted. I'll mark this as solved.

If anything else comes up, just reply to this email and it will come back to us.

[your name]

After a good resolution, if you run a satisfaction survey.

Hi [name],

Thanks for your patience while we worked through [the issue]. If you have ten seconds, how did we do? [rating link]

Every answer is read by our team, including the critical ones.

[your name]

A few days before a free trial converts or ends.

Hi [name],

Your trial ends on [date]. [If you do nothing, it will switch to [plan] at [price] / your account will pause and your data will be kept for [number] days].

If you'd like more time to try it, or something isn't working the way you hoped, reply here and I'll help.

[your name]

The customer cancelled and you're confirming what happens next.

Hi [name],

I've cancelled [plan]. You'll keep access until [date], and you won't be charged again.

Your data stays available for [number] days, and you can export it any time from [place]. If you change your mind before then, [how to restart].

If there's anything we could have done better, I'd like to hear it, but there's no obligation.

[your name]

A customer asks to downgrade.

Hi [name],

Done: you're now on [plan] from [date]. [Your next invoice will be [amount]]. 

One thing to know: [what changes, e.g. features or limits that no longer apply, and anything over the new limit].

If that causes trouble, tell me and we'll work something out.

[your name]

A few days after a new customer starts, to offer help.

Hi [name],

You signed up on [date], and I wanted to check that you're getting what you hoped for. Is there anything you're stuck on?

The two things most people do first are [step one] and [step two]. [Link to the guide]. If you'd rather, tell me what you're trying to do and I'll tell you the quickest way.

[your name]

A business customer asks for security or compliance documents.

Hi [name],

Thanks for asking. Please send the questionnaire and I'll [fill it in and return it by [date]].

In the meantime, here's what we can share now: [documents or links]. Where an answer is no, or something isn't in place yet, the answer will say so plainly.

[your name]

A customer needs to pay by invoice rather than card.

Hi [name],

We can invoice you. To set it up I need [the legal company name, billing address, any purchase order number, and the email invoices should go to].

Our terms are [payment terms]. Once I have those, I'll send the invoice by [date].

[your name]

A business customer wants to know what happened and what changes.

Hi [name],

Here's what happened on [date]:

- What went wrong: [one or two sentences]
- When it started and ended: [times, with time zone]
- Who it affected: [scope]
- What we did to fix it: [action]
- What we're changing so it doesn't happen again: [action and date]

I'm sorry for the disruption. If it affected you in a way that isn't covered here, tell me and I'll look into it.

[your name]