Customer support templates
Canned responses for every stage of a ticket: greetings, troubleshooting, billing, refunds, shipping, bugs, escalation and closing. 138 free templates. Open one to fill in the blanks and copy it.
Greetings and acknowledgements
First replies that set expectations.
- First response Snippet Acknowledges and sets a time. Hi [Customer], Thanks for getting in touch. I am [Your name] and I will be helping you with [Issue]. You…
- After-hours reply Snippet Received outside business hours. Hi [Customer], Thanks for your message. Our team is offline right now and back at [Opening time]. We will…
- Busy period notice Snippet High volume warning. Hi [Customer], Thanks for your patience. We are receiving more messages than usual, so replies are taking…
- Welcome new customer Snippet Greets a first-time customer. Hi [Customer], Welcome to [Company]! If you ever need help, reply to this email or visit [Help link]. We are…
- Ticket number Snippet Shares a reference. Hi [Customer], Your request is logged as ticket [Ticket number]. Please keep this number in the subject line…
- Taking over the ticket Snippet Colleague handover. Hi [Customer], I am [Your name], and I will be taking over your request from [Colleague]. I have read the…
- Language switch Snippet Offers another language. Hi [Customer], Would you prefer to continue in [Language]? Just reply in whichever language you are most…
- Phone callback offer Snippet Offers to call. Hi [Customer], This might be quicker on the phone. Could you share a good number and time? I am available…
- Chat greeting Snippet Live chat opener. Hi [Customer]! I am [Your name]. How can I help you today?
- Chat hold Snippet Asks them to wait in chat. Thanks, [Customer]. Give me a minute to look into this for you.
- Chat still there? Snippet Checks if they are still on chat. Are you still there, [Customer]? I will keep this chat open for a few more minutes.
- Chat closing Snippet Ends a chat. Is there anything else I can help with today? If not, have a great day!
Troubleshooting
Gather details and walk people through fixes.
- Ask for steps Snippet Collects reproduction steps. Hi [Customer], To help me reproduce this, could you tell me: 1. What you were trying to do 2. The steps you…
- Ask for a screenshot Snippet Requests a visual. Hi [Customer], Could you send a screenshot of [What]? On Mac, press Shift, Command and 4, then drag over the…
- Clear cache Snippet Standard browser fix. Hi [Customer], Could you try clearing your browser cache and cookies, then signing in again? Here is how:…
- Restart and update Snippet Classic first step. Hi [Customer], Please try these first: 1. Quit and reopen [App] 2. Update to the latest version ([Version])…
- Reinstall steps Snippet Clean reinstall guide. Hi [Customer], A clean reinstall often fixes this: 1. Delete [App] 2. Restart your device 3. Download it…
- Check connection Snippet Network troubleshooting. Hi [Customer], This looks like a connection issue. Could you try: - Switching between Wi-Fi and mobile data…
- Try another browser Snippet Rules out the browser. Hi [Customer], Could you try the same steps in a different browser, or a private window? That tells us…
- Ask for logs Snippet Requests diagnostic logs. Hi [Customer], Could you send us the log file? You can find it at [Log location]. Attach it to your reply;…
- Remote session offer Snippet Offers screen sharing. Hi [Customer], Would a quick screen share help? I can walk through it with you live. Here is a link to book…
- Workaround available Snippet Offers a temporary fix. Hi [Customer], While we work on a permanent fix, here is a workaround: Sorry for the extra step.
- Could not reproduce Snippet When you cannot see the issue. Hi [Customer], I tried to reproduce this on [Setup] but everything worked as expected. Could you share…
- Known issue Snippet Confirms a known bug. Hi [Customer], Thanks for reporting this. It is a known issue and our team is working on a fix. I have…
- Did that work? Snippet Checks the fix helped. Hi [Customer], Just checking in: did the steps I shared fix [Issue]? If not, reply and I will keep going.
Accounts and access
Sign-in, passwords and account changes.
- Password reset Snippet Explains how to reset. Hi [Customer], You can reset your password at [Reset link]. The link in the email works for 30 minutes.…
- Account locked Snippet After too many attempts. Hi [Customer], Your account was locked after several sign-in attempts, which protects it. I have unlocked…
- Verify identity Snippet Security check before changes. Hi [Customer], For your security, I need to confirm this is your account before making changes. Could you…
- Change email address Snippet Updates the login email. Hi [Customer], I have updated your account email to [New email]. You will get a confirmation there; the old…
- Two-factor help Snippet Lost 2FA device. Hi [Customer], If you lost access to your two-factor device, use one of your backup codes to sign in. If you…
- Account deletion Snippet Confirms deletion request. Hi [Customer], I have started deleting your account as you asked. Your data will be removed within 30 days.…
- Merge accounts Snippet Combines duplicate accounts. Hi [Customer], I can merge [Account A] into [Account B]. Everything will move to [Account B], and [Account…
- Add team member Snippet Explains adding users. Hi [Customer], To add someone to your team, go to [Path] and choose Invite. They will get an email to join.…
- Username taken Snippet When a name is unavailable. Hi [Customer], That username is already taken. Try adding a number or your initials, like [Suggestion].
- Suspicious activity Snippet Security alert follow-up. Hi [Customer], We noticed a sign-in from [Location] on [today]. If this was not you, reset your password now…
Billing and payments
Charges, invoices and plan changes.
- Explain a charge Snippet Clarifies a charge. Hi [Customer], The charge of [Amount] on [today] is for [What]. Let me know if anything still looks off.
- Duplicate charge Snippet Refunds a double charge. Hi [Customer], You are right, you were charged twice on [today]. I have refunded the duplicate [Amount]. It…
- Payment failed Snippet Card declined. Hi [Customer], Your payment for [Plan] did not go through, usually because a card expired or the bank…
- Upgrade confirmed Snippet Plan upgrade. Hi [Customer], You are now on [Plan]. You will be charged [Amount] on [Next billing date], prorated for this…
- Downgrade confirmed Snippet Plan downgrade. Hi [Customer], Your plan will change to [Plan] at the end of this billing period, on [today]. Until then you…
- Cancel subscription Snippet Confirms a cancellation. Hi [Customer], Your subscription is cancelled and will not renew. You keep access until [End date]. We are…
- Invoice copy Snippet Sends an invoice. Hi [Customer], Attached is the invoice for [Period]. You can also download past invoices anytime at [Billing…
- Tax or VAT details Snippet Adds tax information. Hi [Customer], I have added your VAT number to the account. Future invoices will show it; I can reissue past…
- Discount applied Snippet Confirms a coupon. Hi [Customer], I have applied [Discount] to your account. It will show on your next invoice on [Next billing…
- Price increase question Snippet Explains a price change. Hi [Customer], Our prices changed on [today] because [Reason]. As an existing customer, your price stays the…
- Currency question Snippet Explains currency. Hi [Customer], We charge in [Currency]. Your bank converts it, so the exact amount can vary slightly with…
- Free trial ending Snippet Reminds of trial end. Hi [Customer], Your free trial ends on [in 3 days]. To keep your work, choose a plan at [Billing link]. If…
Refunds and returns
Approve, deny and explain.
- Refund approved Snippet Confirms a refund. Hi [Customer], I have processed a refund of [Amount] to your original payment method. Depending on your…
- Partial refund Snippet Refunds part of the amount. Hi [Customer], I have issued a partial refund of [Amount] for [Reason]. The remaining [Remaining] covers…
- Refund denied politely Snippet Outside the policy. Hi [Customer], I understand this is frustrating. Your purchase on [today] is outside our [Days]-day refund…
- Return instructions Snippet How to send an item back. Hi [Customer], Here is how to return your item: 1. Pack it in its original packaging 2. Print the label:…
- Return received Snippet Confirms the return arrived. Hi [Customer], Your return arrived today. Your refund of [Amount] is on its way.
- Exchange offered Snippet Swap instead of refund. Hi [Customer], Would you like an exchange instead? I can send [Replacement] right away at no extra cost.
- Store credit Snippet Offers credit. Hi [Customer], I have added [Amount] in store credit to your account. It never expires and applies…
- Refund status Snippet Updates on a pending refund. Hi [Customer], Your refund was sent on [today]. Banks can take up to 10 business days to post it. If it has…
- Damaged item Snippet Handles damage in transit. Hi [Customer], I am so sorry your [Item] arrived damaged. Could you send a photo? Then I will send a…
- Wrong item sent Snippet Fixes a picking error. Hi [Customer], Apologies, we sent the wrong item. The correct [Item] ships today, and here is a label to…
Shipping and delivery
Where is my order, and everything after.
- Order confirmed Snippet Confirms an order. Hi [Customer], Thanks for your order [Order number]! We will email you tracking details once it ships,…
- Order shipped Snippet Shares tracking. Hi [Customer], Good news, your order [Order number] has shipped. Track it here: [Tracking link] Expected…
- Where is my order Snippet Answers a delivery query. Hi [Customer], Your order is with [Carrier] and currently [Status]. The latest estimate is [Estimate]. I…
- Delayed delivery Snippet Explains a delay. Hi [Customer], Your order is delayed because [Reason]. The new estimate is [New estimate]. I am sorry for…
- Lost parcel Snippet Parcel lost in transit. Hi [Customer], The carrier has confirmed your parcel is lost. I am sending a replacement today with…
- Delivered but missing Snippet Marked delivered, not received. Hi [Customer], The carrier shows your parcel as delivered on [today]. Could you check with neighbours and…
- Change address Snippet Updates delivery address. Hi [Customer], I have updated the delivery address for order [Order number] to: [New address] If it has…
- International shipping Snippet Customs and duties. Hi [Customer], We ship to [Country]. Delivery takes [time now], and customs may charge import duties on…
- Pre-order update Snippet Updates a pre-order. Hi [Customer], Your pre-order of [Item] is expected to ship on [Ship date]. We will email you as soon as it…
- Back in stock Snippet Notifies of stock. Hi [Customer], [Item] is back in stock. Here is the link if you would still like one: [Link]
Bugs and feature requests
Log it, update them, close the loop.
- Bug logged Snippet Confirms a report. Hi [Customer], Thanks for the detailed report. I have logged it with our engineers as [Bug ID]. I will…
- Bug fixed Snippet Reports a fix. Hi [Customer], Good news: the issue you reported with [Feature] is fixed in version [Version]. Update and it…
- Feature request logged Snippet Thanks for an idea. Hi [Customer], Thanks for the suggestion about [Feature]. I have shared it with our product team. I cannot…
- Feature exists Snippet The feature is already there. Hi [Customer], Good news, you can already do this! Go to [Path] and [Steps]. Here is a guide with pictures:…
- Not planned Snippet Declines a feature honestly. Hi [Customer], Thanks for the idea. We have decided not to build [Feature] for now, because [Reason]. Here…
- Feature released Snippet Tells requesters it shipped. Hi [Customer], You asked us for [Feature], and it is now live! [How to use] Thanks for the nudge.
- Beta invite Snippet Invites a user to test. Hi [Customer], You mentioned [Feature]. We are testing it now; would you like early access? Reply yes and I…
- Investigating Snippet Still looking. Hi [Customer], Our engineers are still investigating. The latest: [Update]. Next update from me by [in 2…
Escalations and complaints
Handle frustration with care.
- Frustrated customer Snippet De-escalates. Hi [Customer], I am really sorry. You should not have had to [What they went through]. Here is what I am…
- Escalated to specialist Snippet Passes to another team. Hi [Customer], I have passed your case to our technical specialists, who can look deeper. You will hear from…
- Manager request Snippet When someone asks for a manager. Hi [Customer], Of course. I have asked [Manager], our [Manager role], to review your case. They will contact…
- Formal complaint received Snippet Acknowledges a complaint. Dear [Customer], Thank you for your complaint about [Issue]. It has been logged as [Reference]. We aim to…
- Complaint response Snippet Formal resolution. Dear [Customer], We have investigated your complaint [Reference]. We found that [Finding]. To put this…
- Service outage apology Snippet After downtime. Hi [Customer], We are sorry about the outage on [today]. [Cause]. It is fixed, and we are [Prevention] so it…
- Goodwill gesture Snippet Offers something extra. Hi [Customer], As a thank-you for your patience, I have [Gesture]. It will show on your account right away.
- Rude customer boundary Snippet Sets respectful limits. Hi [Customer], I want to help you solve this. I can do that best if we keep the conversation respectful.…
Closing and satisfaction
End on a good note.
- Resolved and closing Snippet Closes the ticket. Hi [Customer], Glad we got that sorted! I will close this ticket, but reply any time and it will reopen.
- No reply, closing Snippet Closes a quiet ticket. Hi [Customer], I have not heard back, so I will close this ticket for now. If you still need help, reply to…
- Satisfaction survey Snippet Asks for a rating. Hi [Customer], How did we do? One click helps us a lot: [Survey link]
- Review request Snippet Asks happy customers to review. Hi [Customer], So glad this is working for you! If you have a minute, a review on [Where] would mean a lot…
- Thanks for the kind words Snippet Replies to praise. Hi [Customer], Thank you so much for the kind words! I have shared them with the team. It made our day.
- Anything else? Snippet Final check before closing. Is there anything else I can help you with today, [Customer]?
- Help centre pointer Snippet Points to self-service. For next time, our help centre has step-by-step guides on [Topic]: [Help link]
Help desk internal notes
Notes for colleagues, not customers.
- Internal handover note Snippet For the next agent. Customer: [Customer] Issue: [Issue] Tried: [Tried] Next step: [Next step] Mood: calm
- Bug report to engineering Snippet Hands a bug to developers. Summary: [Summary] Customer impact: one customer Steps: [Steps] Expected: [Expected] Actual: [Actual]…
- Macro update request Snippet Suggests a canned reply change. The macro [Macro] is out of date: [Problem]. Suggested text:
- Refund approval request Snippet Asks a lead to approve. Requesting approval for a [Amount] refund to [Customer] (ticket [Ticket number]). Reason: [Reason]. Outside…
- VIP flag Snippet Flags an important account. Flagging [Customer] as high priority: [Reason]. Please reply within 1 hour on any ticket from them.
SaaS and apps
Software product support.
- Feature how-to Snippet Explains a feature. Hi [Customer], Here is how to [Task]: 1. Go to [Path] 2. [Step 2] 3. [Step 3] A short video guide: [Link]
- Integration setup Snippet Connect a tool. Hi [Customer], To connect [Integration], open Settings, then Integrations, choose [Integration] and sign in.…
- Data export help Snippet Export data. Hi [Customer], You can export your data as [Format] from [Path]. Large exports arrive by email within [time…
- Import failed Snippet Import error. Hi [Customer], Your import failed because [Reason]. Fix: [Fix]. Then try again, and it should go through.
- Sync issue Snippet Data not syncing. Hi [Customer], Sync problems usually clear up after signing out and back in on each device. If not, send me…
- App crash report Snippet App crashes. Hi [Customer], Sorry about the crashes. Could you tell me your device model and app version ([Where to…
- Performance slow Snippet App is slow. Hi [Customer], Sorry it is slow. Could you check [Check]? We are also looking at performance on large…
- API question Snippet Developer support. Hi [Customer], The [Endpoint] endpoint returns [Returns]. Rate limit: [Limit]. Full reference: [Docs link]
- Seat limit reached Snippet Plan limit. Hi [Customer], Your [Plan] plan includes [Seats] seats, and all are in use. You can free one from [Path] or…
- Account owner change Snippet Transfer ownership. Hi [Customer], To transfer ownership to [New owner], the current owner needs to go to [Path] and choose…
- App store refund Snippet Purchased through Apple or Google. Hi [Customer], Because you bought through the App Store, refunds are handled by [Store owner]. You can…
- Restore purchases Snippet Missing subscription. Hi [Customer], To restore your purchase, open [App], go to Settings and tap Restore Purchases, signed in…
Banking and fintech
Money support, handled with care.
- Card blocked Snippet Security block. Hi [Customer], We paused your card after a transaction that looked unusual, to protect you. If the payment…
- Transfer pending Snippet Where is my money? Hi [Customer], Your transfer of [Amount] is pending and should arrive by [ETA]. Transfers to [Destination]…
- Dispute a transaction Snippet Start a dispute. Hi [Customer], I have opened a dispute for [Amount] with [Merchant], reference [Reference]. We will update…
- Identity verification Snippet KYC request. Hi [Customer], To keep your account secure and meet regulations, please verify your identity: [Link]. You…
- Fees explanation Snippet Why was I charged? Hi [Customer], The [Fee] on [today] is a [Fee type] fee, charged because [Reason]. You can avoid it by [How…
- Scam warning reply Snippet Suspected scam. Hi [Customer], Thank you for checking with us. This looks like a scam: we will never ask for your PIN,…
- Account closure fintech Snippet Close account. Hi [Customer], Your account will close on [today]. Please withdraw your remaining balance of [Balance]…
- Statement request Snippet Needs a statement. Hi [Customer], You can download statements from [Path]. I have also attached your statement for [Period].
Travel and bookings
Trips gone wrong, fixed kindly.
- Booking change Snippet Change dates. Hi [Customer], Your booking [Booking ref] is changed to [New dates]. There is no extra cost.
- Cancellation refund travel Snippet Cancelled trip. Hi [Customer], Your booking [Booking ref] is cancelled. Under our policy you receive [Refund], back to your…
- Flight disruption Snippet Flight changed. Hi [Customer], Your flight [Flight] has been delayed. Your options: [Options]. Reply and I will arrange it.
- Hotel overbooked Snippet Moved to another hotel. Hi [Customer], I am sorry, [Hotel] is overbooked. We have moved you to [New hotel], a comparable property,…
- Visa information Snippet Travel documents. Hi [Customer], For [Destination], travellers from [Country] need a visa. Please check [Official link] before…
- Special assistance Snippet Accessibility request. Hi [Customer], I have added [Assistance] to your booking [Booking ref]. Please arrive [Minutes] minutes…
Telecom and utilities
Service and bills.
- Outage in your area Snippet Service down. Hi [Customer], There is a known outage in [Area] affecting [Service]. Engineers are working on it; estimated…
- Engineer visit booked Snippet Home visit. Hi [Customer], An engineer will visit on [today] between [Window]. Please make sure someone over 18 is home.
- Bill higher than usual Snippet Explain the bill. Hi [Customer], Your bill is higher this month because [Reason]. [Breakdown]
- Contract end options Snippet Out of contract. Hi [Customer], Your contract ends on [End date]. You can [Options]. Staying on your current plan would cost…
- Moving home service Snippet Move service. Hi [Customer], Moving? We can move your [Service] to [New address] from [today]. Please confirm the date.
- Slow internet steps Snippet Troubleshoot broadband. Hi [Customer], Please try: 1. Restart your router 2. Test speed with a cable connection 3. Move the router…
Education platforms
Courses and students.
- Course access issue Snippet Cannot see course. Hi [Student], Your access to [Course] is now active. Sign in at [Link] with [Email]. It may take a few…
- Certificate request Snippet Completion certificate. Hi [Student], Congratulations on finishing [Course]! Download your certificate from [Path].
- Assignment deadline extension Snippet Extension reply. Hi [Student], Your extension for [Assignment] is approved until [New date]. Good luck!
- Refund course Snippet Course refund. Hi [Student], You are within the [Days]-day refund window, so I have refunded [Amount]. Your course access…
- Technical requirements Snippet Can my computer run it? Hi [Student], [Course] works on [Requirements]. A stable internet connection of [Speed] or more is…
Subscription boxes and memberships
Recurring customers.
- Skip a box Snippet Skip a month. Hi [Customer], Done, your [Month] box is skipped. Your next box ships on [Next ship date].
- Pause membership Snippet Pause instead of cancel. Hi [Customer], Your membership is paused until [Resume date]. You will not be charged until then.
- Missing item in box Snippet Something missing. Hi [Customer], Sorry your box was missing [Item]. A replacement ships today, and it is on us.
- Change delivery day Snippet Delivery preference. Hi [Customer], Your deliveries now arrive on [Day]s, starting [today].
- Membership perks reminder Snippet Use your perks. Hi [Customer], As a member you get [Perks]. Here is how to use them: [Link]
- Gift subscription Snippet Gift sent. Hi [Customer], Your gift subscription for [Recipient] is set! They will get a welcome email on [today].