30 Customer Service Email Templates (Copy and Paste)

Subject: We got your message [#ticket ID]

Hi {name},

Thanks for contacting [Company]. A member of our team will reply within [response time, e.g. 1 business day].

If your question is about one of these, the answer may already be here:
- [Help article: billing]
- [Help article: getting started]

To add details, just reply to this email.

[Company] Support

Subject: A quick question about your request [#ticket ID]

Hi {name},

Thanks for reaching out about [issue]. To look into it, I need one more detail:

[The email address on your account / your order number / a screenshot of the error]

As soon as I have that, I'll get this sorted.

[Agent name]
[Company] Support

Subject: Update on [issue] [#ticket ID]

Hi {name},

A quick update: I'm still working on [issue]. I've [what you've done so far], and I'm now waiting on [team / supplier / bank].

I'll send you another update by [day and time], even if it's just to say it's still in progress.

Thanks for your patience,
[Agent name]

Subject: Do you still need help with [issue]?

Hi {name},

I'm checking in on [issue] from [date]. I haven't heard back, so I'll close this request on [date].

If you still need help, reply to this email and it will reopen with the full history.

[Agent name]

Subject: Your request is with our [billing / technical] team

Hi {name},

I've passed your request about [issue] to our [team], who can [what they can do]. They have the full history, so you won't need to explain it again.

You'll hear from them by [day and time]. If you have anything to add before then, reply here and I'll forward it.

[Agent name]

Subject: Your order [#number] is delayed

Hi {name},

I'm sorry: your order [#number] won't arrive on [original date]. [Carrier] now estimates [new date]. The delay is caused by [short reason, if known].

Tracking link: [link]

If it hasn't arrived by [date], reply to this email and I'll [send a replacement / refund your order].

[Agent name]

Subject: An item in your order [#number] is out of stock

Hi {name},

[Item] from your order [#number] is out of stock. We expect it back on [date]. You can choose:

1. Wait, and we'll ship it as soon as it arrives.
2. Switch to [similar item].
3. Get a refund for this item.

Just reply with 1, 2 or 3. If we don't hear back by [date], we'll [default option].

[Agent name]

Subject: We'll fix your order [#number]

Hi {name},

I'm sorry your [item] arrived [damaged / wrong]. That's on us.

I've sent a replacement today. It should arrive by [date], tracking: [link]. You don't need to send the original back [or: here's a prepaid return label: link].

[Agent name]

Subject: How to return your order [#number]

Hi {name},

Here's how to return [item]:

1. Print the prepaid label: [link]
2. Pack the item, in its original packaging if you have it.
3. Drop it at any [carrier] location by [date].

We'll refund [amount] to your original payment method within [3 business days] of receiving it.

[Agent name]

Subject: Your refund of [amount] is on its way

Hi {name},

I've refunded [amount] to your [card ending 1234]. Banks usually take [5–10 business days] to show it on your statement.

Refund reference: [ID]. If it hasn't appeared by [date], reply with this reference and I'll check with our payment provider.

[Agent name]

Subject: About your refund request

Hi {name},

Thanks for explaining what happened with [order / subscription]. I've looked into it, and I can't issue a refund because [specific reason: the purchase was on DATE, outside our 14-day window].

Here's what I can offer instead: [credit / downgrade / pause / partial refund].

If there's something I've missed, reply and tell me. I'm happy to take another look.

[Agent name]

Subject: Action needed: your payment didn't go through

Hi {name},

We couldn't process your payment of [amount] for [plan] on [date]. This usually happens when a card expires or the bank declines an online charge.

You can update your payment method here: [link]

Your account stays active until [date]. After that, [what happens: it switches to the free plan / is paused]. Your data won't be deleted.

[Company] Billing

Subject: Your [plan] price is changing on [date]

Hi {name},

On [date], the price of [plan] will change from [old price] to [new price] per [month/year]. [One sentence on why, e.g. what's been added.]

Nothing changes before then. If you'd like to lock in the current price, you can switch to yearly billing before [date]: [link]. You can also change or cancel your plan any time in [Settings → Billing].

[Name], [Company]

Subject: Your subscription is canceled

Hi {name},

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

Your data will be kept until [date / for X days], so you can come back without losing anything.

If you have a moment, I'd really like to know what made you leave. Just reply with a sentence.

[Name]

Subject: [Feature they asked for] is live

Hi {name},

When you canceled in [month], you mentioned [reason / missing feature]. We've since [shipped it / changed it]: [link].

If you'd like to try again, your old account and data are still here: [link].

[Name]

Subject: Re: [their subject]

Hi {name},

You're right that [specific problem in their words]. I'm sorry. It shouldn't have happened, and I understand why you're frustrated.

Here's what I've done: [action taken].
Here's what happens next: [next step and date].

If this doesn't fully fix it, reply directly to me and I'll keep working on it.

[Agent name]

Subject: We made a mistake with your [order / account]

Hi {name},

We [what went wrong: charged you twice / sent the wrong item / deleted your settings]. That was our error, not something you did.

I've already [fixed it / refunded / restored]. As an apology, [credit, discount or free month, if you offer one].

[Agent name]

Subject: I'm taking over your request [#ticket ID]

Hi {name},

I can see you've had to write to us [3 times] about [issue], and it's still not solved. I'm sorry. That's not the experience we want you to have.

I'm now the one person handling this, and I won't close it until it's fixed. My next update will be by [day and time].

[Agent name], [role]

Subject: Thanks for reporting this bug

Hi {name},

Thanks for letting us know about [bug]. I've reproduced it and passed it to our engineers with your details.

Until it's fixed, you can [workaround]. I'll email you as soon as the fix is live.

[Agent name]

Subject: Fixed: [the issue you reported]

Hi {name},

The problem you reported on [date] with [feature] is fixed. You may need to refresh the page or update the app to see it.

Thanks for taking the time to report it. It helped us find it faster.

[Agent name]

Subject: Thanks for your suggestion

Hi {name},

Thanks for suggesting [feature]. I've added it to our product list along with how you'd use it, which is the part our team finds most useful.

I can't promise when or whether we'll build it, but if we do, you'll be one of the first to know.

[Agent name]

Subject: You asked for [feature]. It's here.

Hi {name},

In [month] you asked us for [feature]. It's live today. Here's how to use it: [link].

Thanks for the push.

[Name]

Subject: We're having issues with [feature]

Hi {name},

[Feature] isn't working properly right now. Our engineers are on it. You can follow live updates at [status page].

We'll email you again when it's resolved. Sorry for the disruption.

[Company] Support

Subject: Resolved: [feature] issue on [date]

Hi {name},

The issue affecting [feature] from [start] to [end] [time zone] is resolved.

What happened: [one plain sentence].
What it affected: [who and what].
What we're changing: [one sentence].

If anything still looks wrong on your side, reply to this email.

[Name], [role]

Subject: Planned maintenance on [date]

Hi {name},

[Product] will be unavailable on [date] between [time] and [time] [time zone] while we [short reason]. You don't need to do anything.

[Company]

Subject: How to reset your password

Hi {name},

To reset your password:

1. Go to [login link] and click "Forgot password".
2. Enter the email on your account: [email].
3. Open the link we send (valid for [1 hour]) and choose a new password.

If the email doesn't arrive in a few minutes, check spam or reply here and I'll help.

[Agent name]

Subject: Please check recent activity on your account

Hi {name},

We noticed [a sign-in from a new device in LOCATION / a password change] on [date]. If this was you, you don't need to do anything.

If it wasn't, please [reset your password: link] and [turn on two-factor authentication]. We will never ask for your password by email.

[Company] Security

Subject: Your data deletion request

Hi {name},

We received your request to delete your account and personal data. It will be completed by [date], and we'll email you when it's done.

This can't be undone. If you change your mind before [date], reply to this email.

[Company] Privacy

Subject: How did we do?

Hi {name},

Thanks for your patience with [issue] this week. If you have 30 seconds, would you rate your experience? [link]

Every response is read by our team.

[Agent name]

Subject: [X] years with [Company]

Hi {name},

It's been [X] years since you joined us. Thank you for sticking with us, and for [specific thing: your feedback on X / reporting bugs / referring your team].

If there's anything we can do better, reply to this email. It comes straight to me.

[Name], [role]