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11 customer service response templates to improve workflow

Respond to customers fast by using customer service response templates. Don’t worry about sounding robotic—you can always add your own unique touch to keep your communication human and empathetic.

Por Vivian Lopez, Contributing Writer

Última actualización en March 27, 2024

From order issues to return requests, support tickets can quickly pile up throughout the day for customer service agents. It’s easy to become overwhelmed—there are only so many hours in a day, and you’re only one person.

At the same time, customers expect fast responses. According to the Zendesk Customer Experience Trends Report, consumers care most about quick resolutions. They also want their problems resolved in a helpful and empathetic manner. In fact, 49 percent of customers want to speak with an empathetic support agent.

These new customer service team expectations are challenging to meet—especially when agents are handling 30-percent more support tickets than last year. Customer service response templates can help. Using customizable templates for common customer inquiries will help you cut response times, provide consistent service, and improve your workflow.

“The agent should always control and edit and give a little bit of human touch [to templates].”Andrei Kamarouski, Pythia CEO and Zendesk expert

Don’t worry about sounding robotic—just as with call center scripts, you can always add your own flair to templates and tailor them as needed to keep your communication friendly and empathetic.

“The agent should always control and edit and give a little bit of human touch [to templates],” says Andrei Kamarouski, Pythia CEO and Zendesk expert.

Here are 11 templates that Kamarouski recommends using for various customer service scenarios.

1. A promotion has ended

A busy customer might see a promotional email from your company and want to redeem the offer, yet they can’t seem to find the time. Finally, they have a chance to visit your website, but when they get to the checkout page, the promo coupon code doesn’t work. Disappointed, the customer reaches out to the support team to figure out what’s wrong, and they learn the promotion ended a couple of days ago.

Yes, they’ve missed the opportunity to redeem the offer. But you can still use the following customer service email template to respond quickly—with empathy—and keep them as a customer.

Hi [Customer Name],

Thank you for your interest in [Promotion Name]!

Unfortunately, the offer you are referring to ended on [Date]. You can find all the details in the promotional email you received.

I’m so sorry that you missed out on the discount this time. The good news is that there will be other offers in the future, so keep an eye on your inbox for upcoming promotions!

Please feel free to contact me if you have any other questions.

Thank you!

[Agent Name]

The customer may not be happy that they missed out on the deal, but they’ll likely appreciate your kindness and be more inclined to make a purchase during the next promotion, thanks to your response.

2. Subscription cancellation

All subscription-based products and services face some cancellations. But not all is lost when they happen. Customers may come back if you leave a great, lasting impression. Add this customer service response template to your arsenal so churning customers remember your brand in a positive light.

Hi [Customer Name],

Thank you for reaching out to us!

We’ve successfully canceled your subscription and issued a refund for the order that was processed. The refund should take [Length of time] business days to appear in your bank account. We’ll make sure this payment is canceled going forward.

If you decide to continue your subscription in the future, you can easily access your account here: [Link]

Please feel free to reach out to us if you have any additional questions.

We’re so grateful for your business and hope to see you back soon!


[Agent Name]

Ideally, this customer service email template will keep your company top of mind with leaving customers, make them feel appreciated, and maybe even lead to a renewal down the road.

3. A product is out of stock

For high-demand or limited-edition products, you’re bound to get questions from customers about availability. Sometimes, you’ll have to deliver the disappointing news that the product they want to purchase is out of stock. When that happens, apologize for the lack of inventory and provide any details you can.

Hi [Customer Name],

Thank you for your interest in [Product Name]. Unfortunately, this product is currently out of stock.

We are working to replenish our inventory of this product as soon as possible. I’m sorry that we don’t have an ETA on availability as of this moment—please do check back regularly to see if the item is back in stock.

Have a great day!

[Agent Name]

This customer service email response is a great start, but to provide an even better experience, create a process that allows customers to submit their email for notifications when items are back in stock—that way, they don’t need to keep checking the site themselves.

4. A preordered product is delayed

Customers will undoubtedly be disappointed when a product delay occurs. But a friendly and reassuring customer service response template, like the one below, can help alleviate the stress of giving customers the bad news.

Hi [Customer Name],

I wanted to let you know that your preordered product has experienced a delay. It will not arrive until the end of this month.

Would you like to keep the order and wait, or would you prefer to cancel the order and get a refund? We are happy to accommodate whichever option works best for you.

Let me know how you’d like to proceed, and I will get everything taken care of. If you have any additional questions, please feel free to reach out.

Thank you!

[Agent Name]

With this honest approach, customers will likely feel more inclined to wait out that extra month for the order. Even if they don’t, they might come back to purchase the item once it’s readily in stock because you showed that you cared.

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Learn eight ways to transform your support strategy with messaging–from WhatsApp to live chat and everything in between.

5. Order cancellation

When customers cancel an order, they’ll likely follow up for confirmation. Give them peace of mind by letting them know that their order has indeed been canceled and no further action is needed. Add this template to your workflow as cancellation requests trickle in:

Hi [Customer Name],

Thank you for connecting with us.

We have successfully canceled the order and issued a refund for the purchase. You should see this refund reflected in your bank account in [Length of time] business days. No further action is required on your part.


[Agent Name]

6. Order updates

Customers are eager to know when their orders will get to them. If they haven’t received their order (or at least an update) after a while, they’ll likely reach out wondering what is going on. Give them the information they need and provide tracking information so they can get an idea of when their package will arrive.

Hi [Customer Name],

I’m sorry to hear that you have not received your order yet. Your order was shipped on [Shipment date].

You’ll find tracking information here: [Tracking link]

Please note that transit time typically takes 3–5 business days for most destinations in the U.S. In some cases, delivery may take up to 8 business days.

Let me know if you have any additional questions. Thank you for your business!

[Agent Name]

While tracking information should be included in customers’ order confirmation emails, sometimes customers forget about those earlier emails. That’s why it’s a good idea to send the tracking information again, so they can easily access it.

Related read: How to respond to angry customers

7. Technical difficulties

Website issues happen for a number of reasons, whether that’s high site traffic or server problems. Numerous inquiries often pour in during site issues, with customers asking why they aren’t able to place an order. Be prepared with a go-to response to keep people informed and at ease.

Thank you for reaching out!

I’m so sorry to hear that you’re unable to place an order on our website. I kindly recommend that you try the following steps:

  1. Empty the items from your cart.

  2. Log out of your account.

  3. Clear your cache, cookies, and browsing history within your browser.

  4. Close your browser and try again.

Please let us know if you are still unable to make purchases on our website. You can contact us via email or phone at [Phone number]. Again, I apologize for the inconvenience.


[Agent Name]

With a clear and kind response, you can deescalate angry customers and keep their business.

8. Refund requests

Customers request refunds for various reasons—they may not be satisfied with a product or they might have had a poor customer experience. Regardless of why customers are asking for a refund, the way you respond can make all the difference in whether they give your company another chance.

Hi [Customer Name],

We sincerely apologize that our product did not meet your expectations. We have gone ahead and issued your refund. Please allow a few days for this to reflect in your bank account.

If you are still searching for the right item for you, I would be happy to talk to you about other options we have and see if they are a good fit.

Thank you, and I hope to connect with you again!

[Agent Name]

9. Discount not received

Sometimes, a customer will excitedly place an order and completely forget the discount code they intended to use. It happens, and they’re counting on your help to still take advantage of the deal. When they reach out, be empathetic and provide great customer service with this email template:

Hi [Customer Name],

Thank you for reaching out!

Your order still appears to be pending. We are unable to make any changes to the order until it has been fully processed.

However, I’ve made a note on your account to apply the discount when the order ships. You should see the refund in your bank account [Length of time] after the shipment.

Have a great day!

[Agent Name]

10. Order replacement request

Customers will likely request replacements when their package is stolen or lost. You have the power to transform their bad experience into a positive one with your response. Have a customer service email template ready for these types of requests so you can resolve the issue quickly and leave a great impression.

Hi [Customer Name],

I’m so sorry to hear that your package was lost in transit. I can definitely assist you with getting a replacement.

Please keep an eye on your inbox for a shipping confirmation. You should receive your order replacement soon.

Let me know if you have any additional questions.

Thank you for your order with [Company Name]!

[Agent Name]

With this response, you’ve given customers something to smile about. Despite their initial customer complaint about the order being lost or stolen, they likely won’t blame your business because they know a replacement is on the way.

11. Returns

When customers reach out to return a product, make the process seamless for them. Using customer service response templates will help you address these requests quickly so the buyer feels satisfied.

Hi [Customer Name],

We have received your request for a return on [Order] and are processing this for you.

In the meantime, please print the shipping label below, attach it to the shipping package, and take it to your local post office to mail it back to us.

Once we receive the item, we will complete your return and issue your refund. We will send you an update when your returned item arrives.

If you have any more questions, please don’t hesitate to reach out again.

Thank you, and have a great day!


[Agent Name]

Related read: 10 ways to handle customer complaints

Use customer service email templates for more efficient support

You have the customer service response templates you need to keep up with increasing support requests and optimize your workflow. Now, put them into action. Incorporate these templates into a customer service software solution like Zendesk to easily set up customizable autoresponses, improve your response time, and further streamline your work processes.

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