Free templates
20 customer service email templates you can copy
Friendly, plain-English replies for the emails every small business gets. Copy them, change the parts in [brackets], and make them sound like you.
Templates
First replies
1. We got your message
Hi [Name],
Thanks for getting in touch. We’ve got your message and [Agent name] is looking into it now. You’ll hear back from us by [time or day].
[Your name]
2. We need a bit more information
Hi [Name],
Thanks for the details so far. To sort this out, could you send us:
– [The order number / the email on your account]
– [A screenshot of what you see]
As soon as we have that, we’ll take it from there.
[Your name]
3. Sending you to the right person
Hi [Name],
Thanks for your email. [Name of teammate] handles [billing / partnerships] and is the best person to help, so I’ve passed this to them. They’ll reply to you directly by [time].
[Your name]
4. Answer from our help center
Hi [Name],
Good question. We have a short step-by-step guide on this here: [link to article]
If anything in it doesn’t match what you see, just reply to this email and we’ll walk you through it.
[Your name]
5. Outside business hours
Hi [Name],
Thanks for your message. Our team is offline right now and back on [day] at [time]. We’ll reply as soon as we’re in.
In the meantime, our help center may have a quick answer: [link]
[Company] Support
Problems and apologies
6. Sorry for the slow reply
Hi [Name],
I’m sorry it took us [two days] to get back to you. That’s longer than it should be. Here’s where things stand: [answer].
Thanks for your patience.
[Your name]
7. We found the problem
Hi [Name],
Thanks for reporting this. You were right: [short description of the problem] is a bug on our side. Our team is working on a fix, and I’ll email you as soon as it’s live.
In the meantime, [workaround, if there is one].
[Your name]
8. It’s fixed
Hi [Name],
Good news: the issue with [problem] is fixed. You may need to [refresh the page / update the app] to see it.
Thanks again for letting us know. Reports like yours help us find these faster.
[Your name]
9. We made a mistake
Hi [Name],
You’re right, and I’m sorry. We [sent the wrong item / charged you twice]. Here’s what we’ve done to put it right: [what you did].
[If it applies: as a thank-you for your patience, we’ve added (credit / discount) to your account.]
[Your name]
10. Calming an upset customer
Hi [Name],
I can hear how frustrating this has been, and I’m sorry. I’ve read back through everything, and here’s what I’m going to do: [specific next step] by [time].
I’ll stay on this until it’s sorted.
[Your name]
Orders, refunds and billing
11. Where is my order?
Hi [Name],
Thanks for checking in. Your order [number] shipped on [date] with [carrier]. You can track it here: [tracking link]
It’s expected to arrive by [date]. If it hasn’t shown up by then, reply here and we’ll make it right.
[Your name]
12. Shipping delay
Hi [Name],
I wanted to let you know your order [number] is running late because [reason]. The new delivery estimate is [date].
I’m sorry for the wait. If you’d rather not wait, reply and we’ll [refund / swap] it, no problem.
[Your name]
13. Refund approved
Hi [Name],
Your refund of [amount] for [order / plan] is on its way. Depending on your bank, it can take [5-10] business days to show on your statement.
[Your name]
14. Refund we can’t give (said kindly)
Hi [Name],
Thanks for asking, and I understand why you did. Because [reason, e.g. the order is past our 30-day window], we can’t refund it. What we can do is [alternative: store credit / repair / extend your plan].
Would that work for you?
[Your name]
15. Failed payment
Hi [Name],
Your last payment for [plan] didn’t go through, usually because a card expired or the bank declined it. You can update your card here: [link]
Your account stays active until [date], so there’s no rush today.
[Your name]
16. Cancellation
Hi [Name],
I’ve cancelled your [plan] as requested. You’ll keep access until [date], and you won’t be charged again.
If you have a moment, what made you decide to cancel? Even one line helps us get better.
[Your name]
Following up and closing
17. No reply from the customer
Hi [Name],
Just checking in on this. Were you able to [try the steps / find the order]? If it’s all sorted, no need to reply. If not, just answer this email and we’ll pick it right back up.
[Your name]
18. Closing the conversation
Hi [Name],
Glad we could sort this out. I’ll close this conversation for now, but if anything comes up, just reply to this email and it will come straight back to us.
Have a great [day / weekend],
[Your name]
19. Feature request received
Hi [Name],
Thanks for the idea. [Short restatement of the request] would be useful, and I’ve added it to our list of feature requests so the team sees it.
I can’t promise a date, but I’ll let you know if it’s planned.
[Your name]
20. Thanks for the kind words
Hi [Name],
Thank you, that really made our day. I’ve shared your note with the team.
If you’re up for it, a short review on [review site] helps other people find us: [link]
[Your name]
5 tips for better replies
- Answer the question in the first two lines. Details can come after.
- Use their name and yours. “The team” feels like nobody.
- Give a time, not “soon”. “By 3pm tomorrow” builds trust, and then keep it.
- One question per email. If you need three things, number them.
- Edit the template every time. One personal sentence turns a canned reply into a real one.
Keep these one click away. In HallaHelps, save any of these as a saved reply for your whole team, with pictures and files, and insert it while you write. Try it free for 14 days.
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