Customer Service Templates for E-Commerce

Hi [CUSTOMER NAME], Thanks for reaching out! I just checked on your order #[ORDER NUMBER] and here's the latest: 📦 Status: In transit 🚚 Carrier: [CARRIER NAME] 📅 Estimated delivery: [DATE] 🔗 Track it here: [TRACKING LINK] Everything looks on schedule! If the status hasn't updated by [DATE + 2 DAYS], just reply to this email and I'll look into it right away. Best, [YOUR NAME] at [BRAND]

Hi [CUSTOMER NAME], Thanks for checking in! Your order #[ORDER NUMBER] is currently being prepared and is expected to ship within [TIMEFRAME]. Once it ships, you'll receive a confirmation email with your tracking number. Our standard processing time is [X] business days. I know waiting can be frustrating — I appreciate your patience! If you haven't received a shipping confirmation by [DATE], please don't hesitate to reach back out. Best, [YOUR NAME] at [BRAND]

Hi [CUSTOMER NAME], I'm sorry to hear your order #[ORDER NUMBER] hasn't arrived yet. I've looked into it and it appears the shipment is experiencing a delay with [CARRIER NAME]. Here's what I can see: 📦 Last status: [STATUS] on [DATE] 📍 Last location: [LOCATION] I know this isn't ideal, and I sincerely apologize for the inconvenience. Here's what I'd recommend: • If the tracking doesn't update within [X] days, I'll file a claim with the carrier and either reship your order or issue a full refund — your choice. • In the meantime, you can track the latest status here: [TRACKING LINK] I'll personally follow up on [DATE] to make sure this is resolved. Best, [YOUR NAME] at [BRAND]

Hi [CUSTOMER NAME], No problem at all — I've approved your return for order #[ORDER NUMBER]. Here's how it works: 1. Use this prepaid return label: [LABEL LINK or ATTACHMENT] 2. Pack the item(s) in the original packaging if possible 3. Drop it off at any [CARRIER] location 4. Once we receive and inspect the return, your refund will be processed within [X] business days Your refund will go back to your original payment method. You'll receive a confirmation email once it's processed. Let me know if you have any questions! Best, [YOUR NAME] at [BRAND]

Hi [CUSTOMER NAME], I'd be happy to help you exchange your [PRODUCT NAME] for a different [SIZE/COLOR/VARIANT]! Here's the plan: 1. I'll send you a prepaid return label for your current item: [LABEL LINK] 2. As soon as it's dropped off, let me know and I'll ship out your new [SIZE/COLOR/VARIANT] right away — no need to wait for us to receive the return Please confirm the new [SIZE/COLOR/VARIANT] you'd like, and I'll get this started immediately. Best, [YOUR NAME] at [BRAND]

Hi [CUSTOMER NAME], Thanks for reaching out about returning your order #[ORDER NUMBER]. I took a look and unfortunately this order falls outside our [X]-day return window (it was delivered on [DATE]). I understand that's frustrating, and I want to help find a solution. Here's what I can offer: • A [X]% store credit toward your next purchase • If the item is defective or damaged, we'll absolutely make it right regardless of the timeframe — just send me a photo Would either of these options work for you? Best, [YOUR NAME] at [BRAND]

Hi [CUSTOMER NAME], Great question! The [PRODUCT NAME] in [VARIANT] is currently [in stock / out of stock]. [IF IN STOCK]: You can grab it here: [PRODUCT LINK]. We're running low, so I'd recommend ordering soon if you're interested! [IF OUT OF STOCK]: We're expecting a restock around [DATE]. I can add you to our notification list so you'll be the first to know when it's back — just reply "yes" and I'll set that up. Is there anything else I can help with? Best, [YOUR NAME] at [BRAND]

Hi [CUSTOMER NAME], Great question about sizing! Here's what I'd recommend for the [PRODUCT NAME]: • This item runs [true to size / slightly small / slightly large] • If you typically wear [SIZE] in [COMPARABLE BRAND], I'd suggest [SIZE] in ours • Key measurements for [RECOMMENDED SIZE]: [CHEST/WAIST/LENGTH] • You can also check our full sizing guide here: [SIZING GUIDE LINK] If you're between sizes, I'd suggest going [up/down] — the fabric [has some stretch / doesn't stretch much]. Still unsure? We offer free exchanges, so there's no risk in trying! Best, [YOUR NAME] at [BRAND]

Hi [CUSTOMER NAME], I'm sorry to hear your package shows as delivered but you haven't received it. That's definitely concerning — let's get this sorted out. Could you check a few things first? • Look around your front door, back door, garage, or with neighbors • Check with anyone else at your address who may have received it • Look for a delivery notice or photo from the carrier If you still can't locate it after checking, just reply and let me know. I'll [file a claim with the carrier and send a replacement / issue a full refund] right away. We want to make sure you get what you ordered. Best, [YOUR NAME] at [BRAND]

Hi [CUSTOMER NAME], I'm so sorry about that — receiving the wrong item is incredibly frustrating and that's entirely on us. Here's what I'll do right now: 1. I'm shipping the correct item ([CORRECT ITEM]) to you today — no need to wait 2. For the wrong item you received, you're welcome to keep it, donate it, or return it with this prepaid label: [LABEL LINK] You should receive a new shipping confirmation within the next few hours. I sincerely apologize for the mix-up and I appreciate your patience. Best, [YOUR NAME] at [BRAND]

Hi [CUSTOMER NAME], Thank you for taking the time to share your experience with us. I completely understand your frustration, and I want you to know that your feedback is genuinely valuable to us. I've reviewed your situation and here's what I'd like to do to make this right: [SPECIFIC RESOLUTION — be concrete, not vague] I know this experience didn't meet the standard you expected from [BRAND], and I take full responsibility for that. If there's anything else I can do, please don't hesitate to let me know. Best, [YOUR NAME] at [BRAND]

Hi [CUSTOMER NAME], I hear you, and I'm sorry we've let you down. That's not the experience we want anyone to have with [BRAND]. Rather than focusing on the review, I want to focus on fixing your problem. Here's what I can do right now: [SPECIFIC RESOLUTION — refund, replacement, credit, etc.] My goal is for you to feel good about your experience with us, regardless of whether you leave a review. Can I get this sorted out for you today? Best, [YOUR NAME] at [BRAND]

Hi [CUSTOMER NAME], I just saw your review and it absolutely made our day! 🎉 Thank you so much for the kind words — it means the world to our team. We're thrilled that you love [SPECIFIC PRODUCT/ASPECT THEY MENTIONED]. If you ever need anything or want recommendations for your next order, don't hesitate to reach out. As a thank you, here's a [X]% discount code for your next purchase: [CODE] Best, [YOUR NAME] at [BRAND]

Hi [CUSTOMER NAME], It's been about a week since you received your [PRODUCT NAME] — I wanted to check in and see how you're liking it! If everything's great, we'd love to hear about it. You can leave a quick review here: [REVIEW LINK] If anything isn't perfect, just reply to this email and I'll make it right — no hassle, no forms to fill out. Thanks for choosing [BRAND]! Best, [YOUR NAME] at [BRAND]