Customer service email templates,ready to send.

Subject: Re: {original_subject}

Hi {first_name},

Thanks for getting in touch. Just confirming we got your message - I'm pulling the details now and I'll have a real answer for you by {response_eta}.

If anything urgent comes up in the meantime, just reply on this thread.

Best,
{agent_name}
{company} Support

Subject: Re: {original_subject} - quick question

Hi {first_name},

Thanks for the message. To get this sorted I'll need a couple of things from you:

1. {detail_1}
2. {detail_2}
3. {detail_3}

Once those land in my inbox I'll dig in straight away.

Thanks,
{agent_name}

Subject: Re: {original_subject} - update

Hi {first_name},

Quick update: I'm still working on this with our {team_name} team. No new info yet, but I haven't dropped it. I'll come back to you by {next_update_time} either way.

Thanks for the patience,
{agent_name}

Subject: Re: {original_subject} - confirmed

Hi {first_name},

Good news and bad news. The bad: I can confirm the behaviour you reported - I reproduced it on my end this morning. The good: it's now logged as {ticket_id} and engineering is on it.

I'll let you know the moment we have a fix in your hands.

Thanks,
{agent_name}

Subject: Re: {original_subject}

Hi {first_name},

First - sorry for the slow reply on this one. Your message came in over the weekend and it should have caught my eye sooner.

Here's what I've found and what we're going to do:

{resolution_summary}

Once more, sorry for the lag.

Best,
{agent_name}

Subject: About yesterday's outage

Hi {first_name},

I want to address the {outage_duration} outage on {outage_date} directly. It was caused by {root_cause}, and that's on us - not on you.

The specific change we've made to prevent a repeat: {fix_summary}.

As an apology I've credited {credit_amount} to your account. It'll show up on your next invoice.

If you have any concerns, just reply here.

Best,
{agent_name}

Subject: Re: {original_subject} - correction

Hi {first_name},

Apologies - my last reply had an error. I told you {incorrect_info}, and that's not right.

The accurate version: {corrected_info}.

Thanks for your patience while we got there. Let me know if anything's still unclear.

Best,
{agent_name}

Subject: Re: order {order_id} - sorting this now

Hi {first_name},

That's not what should have arrived - sorry about it. I've placed a replacement for {product} on next-day shipping at no charge - tracking will be in your inbox within a few hours.

No need to return the original (or, if you'd rather: {return_option}).

Thanks for letting us know,
{agent_name}

Subject: Re: refund for order {order_id}

Hi {first_name},

Done - your refund of {refund_amount} for order {order_id} was processed today. Depending on your bank it'll land in {refund_window}.

Let me know if anything else comes up.

Best,
{agent_name}

Subject: Re: refund request for order {order_id}

Hi {first_name},

I checked into this for you. Your order shipped on {ship_date}, which puts it past our {refund_window} return window, so I'm not able to issue a full refund here.

What I can do: {alternative_offer}. If that works, just say the word and I'll set it up.

Apologies I couldn't give you the exact answer you were after.

Best,
{agent_name}

Subject: Re: order {order_id}

Hi {first_name},

I hear you, and I want to make this right. While I can't refund the full {full_amount}, I can credit {partial_amount} back to your card today as an apology for the experience.

Let me know if that works and I'll process it now.

Best,
{agent_name}

Subject: Re: cancellation - {plan_name}

Hi {first_name},

Your {plan_name} subscription is cancelled effective today. You're {days_remaining} days into the billing cycle, so I've credited {prorated_amount} back to your card - it should land in {refund_window}.

Thanks for trying {company} - if you ever come back, your data will still be here for {data_retention_period}.

Best,
{agent_name}

Subject: Order {order_id} - shipping delay update

Hi {first_name},

Quick update on order {order_id}: it's currently held in transit at {last_location}. Latest carrier ETA is {new_eta}.

I've flagged it for follow-up and I'll come back to you the moment it moves. If you'd rather cancel and re-order at no cost, just reply with the word CANCEL.

Thanks for the patience,
{agent_name}

Subject: Re: order {order_id} - lost in transit

Hi {first_name},

After working with {carrier}, I'm calling order {order_id} as lost in transit. Sorry about that.

Two options:

1. I resend the order today on next-day shipping - free.
2. I refund {refund_amount} back to your card.

Which would you prefer?

Best,
{agent_name}

Subject: Address updated for order {order_id}

Hi {first_name},

Done - the shipping address on order {order_id} is now {new_address}. Order hasn't left the warehouse yet, so it'll go to the new address. You'll get a fresh shipping confirmation when it leaves.

Let me know if anything else needs adjusting.

Best,
{agent_name}

Subject: Re: order {order_id} - replacement on the way

Hi {first_name},

Sorry your {product} arrived in that state - that's on us. Could you send a quick photo of the damage when you have a sec? It'll help us flag the carrier and improve the packaging.

In parallel, I've put a replacement on the way - tracking will be in your inbox shortly. No need to return the original.

Thanks,
{agent_name}

Subject: Payment for {company} - action needed

Hi {first_name},

Your most recent payment of {amount} was declined by your bank. The most common reasons are an expired card, a billing address mismatch, or your bank flagging the charge as unusual.

You can update your card here: {billing_url}. We'll retry the charge automatically once it's updated.

Let me know if you hit any trouble.

Best,
{agent_name}

Subject: Invoice for {invoice_period}

Hi {first_name},

Attached is the invoice for {invoice_period}. You can also pull all your invoices any time from your billing portal: {billing_portal_url}.

Let me know if you need this addressed differently for your records.

Best,
{agent_name}

Subject: Re: duplicate charge on {charge_date}

Hi {first_name},

You were right - {charge_amount} was charged twice on {charge_date}. I've refunded the duplicate just now. It should clear in {refund_window}.

If the refund hasn't landed by then, send me a screenshot of your statement and I'll dig into it directly with our payments provider.

Apologies for the friction,
{agent_name}

Subject: You're on {new_plan}

Hi {first_name},

You're on {new_plan} as of today. The prorated charge of {prorated_amount} hit your card a moment ago, and your next full bill will be {next_amount} on {next_billing_date}.

The new {key_capability} is already live on your account.

Welcome to the bigger tier,
{agent_name}

Subject: Reset your {company} password

Hi {first_name},

Click this link to reset your password: {reset_url}

It expires in 60 minutes. If you didn't ask for a reset, you can ignore this - your account is fine and your password hasn't changed.

Best,
{agent_name}

Subject: Re: trouble signing in

Hi {first_name},

Your account was locked after several failed sign-in attempts - that's our system trying to protect it. I've unlocked it just now, so you can try again.

If you're still getting blocked, reply here with the email on your account and I'll dig in.

Best,
{agent_name}

Subject: Suspicious sign-in attempt on your account

Hi {first_name},

We spotted a sign-in attempt on your account from {location} on {timestamp}. The attempt was blocked.

If this was you, you can ignore this email. If it wasn't, please:

1. Reset your password: {reset_url}
2. Enable two-factor authentication: {2fa_url}

Any questions, just reply here.

Best,
{security_team_name}

Subject: Account deletion confirmed

Hi {first_name},

I've confirmed your account deletion request. Your data will be permanently wiped on {deletion_date} - that's a {grace_period} grace period in case you change your mind.

To cancel the deletion, just reply here before {deletion_date}. After that the data is gone for good.

Thanks for trying {company},
{agent_name}

Subject: Re: {original_subject}

Hi {first_name},

This one's best handled by our {specialist_team} team - they have the access and the context to fix it properly.

I'm looping them in now (cc'd above). They'll reply on this thread within {sla_window}, and they have the full conversation context so you won't need to start over.

Thanks for the patience,
{agent_name}

Subject: Re: {original_subject}

Hi {first_name},

I've looped in {manager_name}, our {manager_role}. They'll be in touch within {sla_window}.

They'll have the full context of our thread so far - you won't need to recap.

Best,
{agent_name}

Subject: Re: {original_subject} - escalated

Hi {first_name},

This is past what I can fix from support, so I've escalated to engineering. They have the logs and your account context.

Expected first update by {next_update_time}. They'll reply directly on this thread.

Thanks for sticking with us,
{agent_name}

Subject: Re: {original_subject} - resolved

Hi {first_name},

Following up on the escalation: the team has shipped the fix. Specifically: {fix_summary}.

You shouldn't need to do anything on your end - just reload the page or restart {product}. If you're still seeing the same behaviour, reply here and I'll re-open the ticket.

Thanks for the patience getting here,
{agent_name}

Subject: Re: {original_subject} - all sorted

Hi {first_name},

Glad we got that resolved. I'll close this one out - if anything else comes up, just reply on this thread and it'll reopen on my desk.

Best,
{agent_name}

Subject: Quick favour - rate your experience

Hi {first_name},

Thanks for sticking with me on this one. If you've got 10 seconds, we'd love a quick rating on how the conversation went: {csat_url}.

Good, bad, or somewhere in between - we read every response.

Thanks,
{agent_name}

Subject: Re: {original_subject} - checking in

Hi {first_name},

Quick check-in - is {issue_summary} still working as expected? Happy to keep helping if anything's off.

Best,
{agent_name}

Subject: Re: {original_subject} - closing for now

Hi {first_name},

I haven't heard back so I'm going to close this one out for now. If the issue is still happening, just reply on this thread any time - it'll reopen on my desk and we'll pick it back up.

Thanks,
{agent_name}