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Customer service email templates

Fill in your details once and they'll appear in every reply below. Edit each email to fit the situation before you send it. Nothing you type is sent anywhere.

Updated October 30, 2026

Order status

Subject: An update on your order

Hi [name],

Thanks for getting in touch. Your order [number] is [status], and you can follow it here: [tracking link].

It's expected to arrive by [date]. If it hasn't arrived by then, reply to this email and we'll look into it.

Thanks,
Alex at Your Store

Shipping delay

Subject: Your order is running late

Hi [name],

I'm sorry, but your order [number] is taking longer than we expected because [reason]. It's now expected to arrive by [date].

If you'd rather not wait, reply to this email and we'll go through your options.

Thanks for your patience,
Alex at Your Store

Return approved

Subject: Your return is approved

Hi [name],

Your return for order [number] is approved. Here's what to do next:

1. Pack the item in its original packaging.
2. Use this return label: [link].
3. Send it by [date].

We'll email you once it arrives and your refund has been processed.

Thanks,
Alex at Your Store

Refund issued

Subject: Your refund is on its way

Hi [name],

We've refunded [amount] to your original payment method for order [number]. Your bank may take a few days to show it.

If it hasn't appeared by [date], reply to this email and we'll help.

Thanks,
Alex at Your Store

Damaged or wrong item

Subject: Sorry about your order

Hi [name],

I'm sorry your order [number] didn't arrive as expected. Could you reply with a photo of the item and its packaging?

Once we've seen it, we'll send a replacement or refund you, whichever you prefer.

Thanks,
Alex at Your Store

Can't change the order

Subject: About your order change

Hi [name],

Thanks for getting in touch. Unfortunately we can't [change] because your order [number] has already [status].

Here's what we can do instead: [option].

Thanks for understanding,
Alex at Your Store

Tips for better support replies

  • Answer the question in the first line.
  • Use the customer's name and order number.
  • Say what happens next, and by when.
  • Apologize once, and specifically, when something went wrong.
  • Save your best replies so your team stays consistent.

FAQ

Common questions.

How quickly should I reply to customer emails?

As quickly as you can, and set expectations if you can't reply straight away. An auto-reply with your usual response time can help.

Should I use templates for customer service emails?

Yes, as a starting point. Edit each one so it answers the customer's actual question and doesn't read like a form letter.

Keep reading

Let Counter take the first reply.

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