Skip to content

Guides

Reply to a failed data import

A failed import blocks a new customer from getting value. A clear fix and an offer to help keep onboarding on track.

Last reviewed

Apologise and be specific

Name the import and say it did not complete.

Say what went wrong

Give the real cause in plain words, such as a missing column or a bad date format.

Show how to fix the file

List the exact change and link a sample file.

Offer to do it for them

For big accounts, offer to run the import yourself.

Say what happens to partial data

Be clear whether anything was imported and how to avoid duplicates.

Confirm when it works

Follow up once the import succeeds.

Questions

What if the error message is vague?

Ask for the file and the time of the attempt, and check the logs.

Should we import it for them?

For new or large accounts, yes. It is cheap and builds trust.

Can the AI explain import errors?

It can explain common errors from your help center. Odd cases go to a person.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.