Email templates

1. General Response Templates

1.1 Acknowledgement of Inquiry

Subject: We’ve Received Your Request

Hi [Customer Name],

Thank you for contacting us! We’ve received your message and our team is currently reviewing your request.

We’ll get back to you within [timeframe]. If you have any additional information to share in the meantime, feel free to reply to this email.

Best regards,
[Your Name]
UIDesigns Support Team

1.2 Request for More Information

Subject: We Need a Bit More Information

Hi [Customer Name],

Thanks for reaching out! To assist you further, could you please provide the following details:

[Detail 1]
[Detail 2]
[Detail 3]

Once we receive this information, we’ll be able to move forward right away.

Looking forward to your reply.

Best regards,
[Your Name]

2. Order & Shipping Support

2.1 Order Confirmation

Subject: Your Order Has Been Confirmed

Hi [Customer Name],

Great news! Your order #[Order Number] has been successfully placed.

Here are the details:

Order Number: [#]
Items: [List]
Total: [Amount]
Estimated Delivery: [Date]

We’ll notify you once your order has shipped.

Thank you for shopping with us!

Best,
[Your Name]

2.2 Shipping Delay Apology

Subject: Update on Your Order

Hi [Customer Name],

We sincerely apologize for the delay in shipping your order #[Order Number].

Due to [reason], your order is now expected to ship by [new date]. We understand how frustrating delays can be and truly appreciate your patience.

If you have any concerns, please let us know — we’re here to help.

Kind regards,
[Your Name]

2.3 Order Delivered but Not Received

Subject: Let’s Help Locate Your Order

Hi [Customer Name],

Thanks for letting us know.

According to the tracking information, your order was marked as delivered on [date]. We recommend checking:

Around your delivery location
With neighbors or building management
Your local delivery office

If you’re still unable to locate it, please let us know and we’ll investigate further right away.

Best regards,
[Your Name]

3. Returns & Refunds

3.1 Return Instructions

Subject: Return Instructions for Your Order

Hi [Customer Name],

We’re sorry the item didn’t work out!

To return your item, please follow these steps:

Repack the item securely.
Attach the provided return label.
Drop it off at your nearest [Courier Name] location.

Once we receive and inspect the item, we’ll process your refund within [X] business days.

Let us know if you need further assistance.

Best,
[Your Name]

3.2 Refund Processed

Subject: Your Refund Has Been Issued

Hi [Customer Name],

We’ve successfully processed your refund of [Amount] for order #[Order Number].

Please allow [X] business days for the refund to reflect in your account, depending on your payment provider.

If you have any questions, feel free to reach out.

Kind regards,
[Your Name]

3.3 Refund Denied (Policy-Based)

Subject: Update on Your Refund Request

Hi [Customer Name],

Thank you for your return request.

After reviewing your case, we’re unable to approve the refund as it falls outside our return policy ([brief reason]).

We truly appreciate your understanding. If you’d like to discuss this further, we’re happy to help.

Best regards,
[Your Name]

4. Technical Support

4.1 Basic Troubleshooting Steps

Subject: Let’s Fix This Together

Hi [Customer Name],

Sorry to hear you’re experiencing this issue.

Please try the following steps:

Restart your device.
Clear your cache/cookies.
Update the app to the latest version.
Log out and log back in.

If the issue persists, please send us:

A screenshot of the error
Your device type
App/OS version

We’ll resolve this as quickly as possible.

Best,
[Your Name]

Subject: Issue Identified – We’re Working on It

Hi [Customer Name],

Thank you for reporting this issue.

Our technical team has identified the problem and is actively working on a fix. We expect it to be resolved by [timeframe].

We appreciate your patience and will notify you once it’s fixed.

Kind regards,
[Your Name]

5. Account Support

5.1 Password Reset Assistance

Subject: Password Reset Instructions

Hi [Customer Name],

You can reset your password by clicking the link below:

[Reset Link]

If you didn’t request this change, please contact us immediately.

Let us know if you need any assistance.

Best,
[Your Name]

5.2 Account Suspension Notice

Subject: Important: Account Status Update

Hi [Customer Name],

Your account has been temporarily suspended due to [reason].

If you believe this is an error or would like to resolve the issue, please reply to this email with the requested details.

We’re here to help.

Best regards,
[Your Name]

6. Complaint Handling

6.1 Apology for Poor Experience

Subject: We’re Truly Sorry

Hi [Customer Name],

We sincerely apologize for your recent experience. This is not the standard we strive for.

We are reviewing what happened and will take appropriate action to ensure this doesn’t happen again.

As a gesture of goodwill, we’d like to offer [solution/compensation].

Thank you for bringing this to our attention.

Sincerely,
[Your Name]

6.2 Escalation to Management

Subject: Your Concern Has Been Escalated

Hi [Customer Name],

Thank you for your patience.

Your case has been escalated to our [department/manager], and they will review it carefully. You can expect an update within [timeframe].

We appreciate the opportunity to make this right.

Best,
[Your Name]

7. Subscription Support

7.1 Subscription Cancellation Confirmation

Subject: Your Subscription Has Been Cancelled

Hi [Customer Name],

Your subscription has been successfully cancelled as requested.

You’ll continue to have access until [end date]. No further charges will be applied.

We’d love to have you back anytime!

Best wishes,
[Your Name]

7.2 Failed Payment Notification

Subject: Payment Issue – Action Required

Hi [Customer Name],

We were unable to process your recent payment.

Please update your billing information here: [Link]

To avoid service interruption, kindly update your details within [X] days.

Let us know if you need help.

Best,
[Your Name]

8. Positive Engagement

8.1 Thank You for Feedback

Subject: Thank You for Your Feedback

Hi [Customer Name],

Thank you so much for your feedback! We’re thrilled to hear about your positive experience.

We truly appreciate your support and look forward to serving you again.

Warm regards,
[Your Name]

8.2 Review Request

Subject: We'd Love Your Feedback

Hi [Customer Name],

We hope you’re enjoying your recent purchase!

If you have a moment, we’d greatly appreciate it if you could leave us a review here: [Link]

Your feedback helps us grow and serve you better.

Thank you in advance!

Best,
[Your Name]

9. Advanced Order Issues

9.1 Partial Shipment Notification

Subject: Part of Your Order Has Shipped

Hi [Customer Name],

Good news — part of your order #[Order Number] is on its way!

The following items have shipped:

[Item 1]
[Item 2]

The remaining item(s) will ship separately by [date]. You’ll receive another tracking email once they’re on the move.

Thank you for your patience!

Best,
[Your Name]

9.2 Item Out of Stock After Purchase

Subject: Important Update About Your Order

Hi [Customer Name],

We sincerely apologize — one of the items in your order #[Order Number] is unexpectedly out of stock due to high demand.

You may choose one of the following options:

Receive a full refund for the item
Select a replacement product
Wait for restock (estimated: [date])

Please let us know how you'd like to proceed.

We’re very sorry for the inconvenience.

Kind regards,
[Your Name]

9.3 Address Change Confirmation

Subject: Shipping Address Updated

Hi [Customer Name],

We’ve successfully updated the shipping address for order #[Order Number].

Your order will now be delivered to:

[New Address]

If you need anything else, just let us know!

Best,
[Your Name]

10. Damaged / Defective Items

10.1 Damaged Item Apology

Subject: We’re Sorry About That

Hi [Customer Name],

We’re very sorry to hear your item arrived damaged.

Could you please send us:

A photo of the damaged item
A photo of the packaging
Your order number

As soon as we receive this, we’ll arrange a replacement or refund immediately.

We appreciate your patience.

Best regards,
[Your Name]

10.2 Replacement Shipped

Subject: Your Replacement Is On the Way

Hi [Customer Name],

Your replacement item has been shipped!

Tracking number: [Tracking #]
Estimated delivery: [Date]

We apologize again for the inconvenience and appreciate your understanding.

Warm regards,
[Your Name]

11. Billing & Payment

11.1 Duplicate Charge Response

Subject: Regarding the Duplicate Charge

Hi [Customer Name],

Thank you for bringing this to our attention.

After reviewing your account, we can confirm that [explanation — e.g., one charge is a pending authorization].

If a duplicate charge remains posted after [X] business days, please let us know and we’ll resolve it right away.

We’re here to help.

Best,
[Your Name]

11.2 Invoice Request

Subject: Your Invoice Is Attached

Hi [Customer Name],

As requested, please find your invoice for order #[Order Number] attached to this email.

If you need it in another format or require additional documentation, feel free to let us know.

Best regards,
[Your Name]

12. SLA / Delayed Response

12.1 Apology for Slow Response

Subject: Apologies for the Delay

Hi [Customer Name],

We sincerely apologize for our delayed response.

We’re currently experiencing higher than normal support volume, but your request is important to us.

Thank you for your patience — we truly appreciate it.

Best,
[Your Name]

13. Policy Enforcement

13.1 Outside Warranty Period

Subject: Warranty Period Update

Hi [Customer Name],

Thank you for reaching out.

After reviewing your purchase date, we can confirm that the product is currently outside of our warranty coverage period.

While we’re unable to offer a free replacement, we’d be happy to provide:

A discounted repair option
A loyalty discount on a new purchase

Please let us know how you’d like to proceed.

Kind regards,
[Your Name]

13.2 Abuse of Policy Warning

Subject: Important Account Notice

Hi [Customer Name],

We’ve noticed unusual return activity on your account that falls outside our fair-use policy.

We value you as a customer and want to continue serving you, but we may need to limit return privileges if this pattern continues.

If you have questions, we’re happy to discuss.

Best regards,
[Your Name]

14. De-escalating Angry Customers

14.1 High-Empathy Response

Subject: Let’s Make This Right

Hi [Customer Name],

I completely understand how frustrating this situation must be, and I’m truly sorry for the experience you’ve had.

This isn’t the level of service we aim to provide. I’m personally reviewing your case and will ensure we find a fair resolution as quickly as possible.

Thank you for your patience — we appreciate the opportunity to make this right.

Sincerely,
[Your Name]

14.2 When Customer Is Threatening to Leave

Subject: We’d Love Another Chance

Hi [Customer Name],

We’re really sorry to hear you’re considering leaving.

Your experience matters to us, and we’d genuinely appreciate the chance to turn this around. If you’re open to it, we’d like to offer [solution].

Please let us know how we can improve your experience.

Warm regards,
[Your Name]

15. SaaS-Specific Templates

15.1 Feature Request Acknowledgement

Subject: Thanks for Your Feature Suggestion

Hi [Customer Name],

Thank you for sharing your idea!

We’ve passed your feature request to our product team for consideration. While we can’t guarantee implementation, feedback like yours helps shape our roadmap.

We truly appreciate you taking the time to write in.

Best,
[Your Name]

15.2 Service Outage Notification

Subject: Service Interruption Update

Hi [Customer Name],

We’re currently experiencing a temporary service disruption affecting [feature/service].

Our engineers are actively working to restore full functionality. We expect resolution by [estimated time].

We sincerely apologize for the inconvenience and will keep you updated.

Best regards,
[Your Name]

15.3 Outage Resolved

Subject: Issue Resolved

Hi [Customer Name],

The earlier service disruption has now been fully resolved.

Everything should be functioning normally. If you’re still experiencing any issues, please let us know.

Thank you for your patience.

Best,
[Your Name]

16. VIP / High-Value Client Templates

16.1 Concierge-Level Response

Subject: Personally Handling Your Request

Hi [Customer Name],

Thank you for reaching out.

I’ll be personally handling your request to ensure everything is resolved promptly and to your satisfaction.

If there’s anything additional you need, you may reply directly to me at any time.

Warm regards,
[Your Name]

17. Retention & Win-Back

17.1 Cancelled Customer Win-Back

Subject: We’d Love to Welcome You Back

Hi [Customer Name],

We noticed you recently cancelled your subscription, and we completely respect your decision.

If there’s anything we could have done better, we’d truly value your feedback. As a thank-you, we’d like to offer [discount/offer] should you decide to return.

We hope to serve you again in the future.

Best wishes,
[Your Name]

18. Internal Follow-Up Reminder (Customer Hasn’t Replied)

18.1 Gentle Nudge

Subject: Just Checking In

Hi [Customer Name],

We just wanted to follow up regarding your recent inquiry.

If you still need assistance, we’re here to help. If your issue has been resolved, feel free to let us know and we’ll close the ticket.

Looking forward to hearing from you.

Best,
[Your Name]

19. Pre-Order & Backorder

19.1 Pre-Order Confirmation
Subject: Your Pre-Order Has Been Secured

Hi [Customer Name],

Thank you for placing a pre-order for [Product Name]. Your order has been successfully reserved.

We anticipate shipping around [estimated date]. As soon as your item leaves our warehouse, we’ll send tracking information right away.

We appreciate your patience and excitement for this release.

Best regards,
[Your Name]

19.2 Pre-Order Shipping Delay
Subject: Update on Your Pre-Order

Hi [Customer Name],

We’re writing to provide an update regarding your pre-order of [Product Name].

Due to [reason], shipping is now expected on or around [new estimated date]. We sincerely apologize for the delay and understand the inconvenience this may cause.

If you would prefer to cancel your pre-order for a full refund, please let us know and we’ll process it immediately.

Thank you for your understanding.

Kind regards,
[Your Name]

19.3 Backorder Confirmation
Subject: Your Item Is Currently on Backorder

Hi [Customer Name],

Thank you for your recent purchase. The item [Product Name] is currently on backorder due to high demand.

We expect new inventory to arrive by [estimated restock date], and your order will ship as soon as it becomes available.

We truly appreciate your patience. Please let us know if you’d like to explore alternative options.

Best,
[Your Name]

19.4 Backorder Cancellation Option
Subject: Backorder Update – Options Available

Hi [Customer Name],

We wanted to follow up regarding your backordered item, [Product Name].

At this time, we’re still awaiting restock confirmation. If you prefer not to wait, we can:

Issue a full refund
Suggest a comparable product
Apply store credit with a bonus incentive

Please let us know how you’d like to proceed.

Warm regards,
[Your Name]

20. Price Adjustments & Promotions

20.1 Price Match Approved
Subject: Price Match Confirmation

Hi [Customer Name],

We’re happy to let you know that your price match request for [Product Name] has been approved.

A refund of [Amount] has been issued to your original payment method. Please allow [X] business days for it to appear on your statement.

Thank you for giving us the opportunity to assist.

Best regards,
[Your Name]

20.2 Price Adjustment Within Policy Window
Subject: Your Price Adjustment Has Been Processed

Hi [Customer Name],

Thanks for reaching out. Since your purchase falls within our price adjustment window, we’ve refunded the difference of [Amount].

The refund should reflect in your account within [X] business days.

We’re glad we could help!

Best,
[Your Name]

20.3 Promotion Code Expired
Subject: Regarding Your Promo Code

Hi [Customer Name],

Thank you for your inquiry.

Unfortunately, the promotion code you attempted to use has expired and is no longer valid. We understand this may be disappointing.

If you’d like, we can help you find any currently active offers.

Kind regards,
[Your Name]

20.4 Promotion Exclusion Explanation
Subject: Promotion Eligibility Update

Hi [Customer Name],

After reviewing your order, we found that the selected item is excluded from the promotion due to [reason — brand restrictions, clearance item, etc.].

We apologize for any confusion this may have caused and are happy to help you explore eligible items.

Please let us know how we can assist further.

Best regards,
[Your Name]

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