Canned responses examples for customer service

Warm first reply

Hi {{name}}, thanks for reaching out. I'm {{agent}} and I'll help you with this. What's going on?

Acknowledge and start working

Hi {{name}}, I've got your message and I'm looking into it now. I'll reply here in a few minutes.

Returning customer

Welcome back, {{name}}! I can see your last conversation with us, so you won't need to repeat anything. How can I help today?

Busy queue

Thanks for your patience, {{name}}. We're busier than usual, so replies are taking about {{wait}}. You can close this window; we'll answer here and by email.

After hours

Thanks for your message. Our team is offline right now and back at {{time}}. We'll reply here first thing, and you'll get a copy by email.

Ask for the order

I can check that for you. Could you share your order number, or the email address you used at checkout?

On its way

Good news, your order is on its way. Tracking: {{tracking}}. The carrier expects to deliver it on {{date}}.

Not shipped yet

Your order is packed and leaves our warehouse on {{date}}. You'll get a tracking link by email the moment it ships.

Marked delivered, not received

I'm sorry it hasn't turned up. Could you check with neighbours and around the delivery spot? If it isn't there by {{date}}, I'll open a claim with the carrier and send a replacement.

Wrong address

Thanks for catching that. I've asked the carrier to redirect it to {{address}}. I'll confirm here once they accept the change.

Split shipment

Your order is coming in {{count}} parcels, so the rest is still on its way. Here are all the tracking links: {{tracking}}.

Own the delay

You're right to chase this, {{name}}. It's later than we promised. Here's exactly where it stands: {{status}}.

No firm date yet

I don't have a firm date yet, but I'll update you by {{date}} either way, even if the news hasn't changed.

Backorder

{{product}} is on backorder until {{date}}. You can wait and keep your place, switch to {{alternative}}, or cancel for a full refund. Which works best?

Carrier delay

The carrier has your parcel but it's moving slower than usual in your area. The latest scan was {{date}} in {{location}}. I'm watching it and will step in if it stalls.

Make it right

I'm sorry for the wait. I've added {{credit}} to your account for next time. It's applied automatically at checkout.

Refund started

I've started your refund of {{amount}}. Your bank usually shows it within {{days}} business days; you'll get an email confirmation now.

Offer a choice

Sorry this didn't work out. I can send a replacement, give you store credit, or refund you in full. Which would you prefer?

Return label

Returns are open for {{days}} days from delivery. I've emailed you a prepaid label. Drop the parcel at any {{carrier}} point and we'll refund you when it's scanned.

Outside the return window

This one is past our {{days}}-day return window, so I can't refund it. What I can do is {{option}}. Would that help?

Damaged item

I'm sorry it arrived damaged. Could you send a photo of the item and the box? There's no need to return it; I'll send a replacement as soon as I see it.

Refund not received

The refund left us on {{date}}, reference {{reference}}. Banks can take a few days to show it. If it isn't there by {{date}}, reply here and I'll chase it with the payment provider.

Explain a charge

That charge of {{amount}} on {{date}} is your {{plan}} renewal. You can see the invoice under Billing in your account.

Double charge

You're right, you were charged twice on {{date}}. I've refunded the second payment of {{amount}}; it should show within {{days}} business days.

Failed payment

Your last payment didn't go through, so your account is on hold. Updating the card under Billing retries it straight away and keeps everything as it was.

Invoice request

Here's your invoice for {{period}}: {{link}}. If you need a company name or tax number on it, send them over and I'll reissue it.

Cancel subscription

Done. Your subscription is cancelled and won't renew. You keep full access until {{date}}, and your data stays in place if you come back.

Upgrade or downgrade

I've moved you to {{plan}}. The change takes effect today, and the difference is prorated on your next invoice.

Can't sign in

Let's get you back in. Try the sign-in link we just emailed to {{email}}. If it doesn't arrive in a couple of minutes, check spam and let me know.

Change email

I can change the email on your account. For security, please reply from {{old_email}} confirming the new address you'd like to use.

Verify identity

Before I make changes to the account, I need to confirm it's you. Could you share the last four digits of the card on file, or your last order number?

Delete account

I've started deleting your account and the data linked to it. It completes within {{days}} days and can't be undone. You'll get an email when it's done.

Add a teammate

You can invite teammates from Settings > Team. They get an email invite and join your workspace as soon as they accept.

Ask for details

Sorry about that. To find the cause, could you tell me which browser and device you're using, and send a screenshot of what you see?

Try this first

Could you try a hard refresh (Ctrl + Shift + R, or Cmd + Shift + R on a Mac) and sign in again? That clears most display problems.

Reproduced

Thanks, I can reproduce it on our side. I've sent it to our engineers with your example, and I'll update you here as soon as there's a fix.

Bug fixed

Good news: the fix for the issue you reported is live. Could you try again and let me know it works for you too?

Workaround

While we work on a fix, you can get the same result by {{workaround}}. I'll message you here when the proper fix is out.

Can't reproduce

I've tried this a few ways and can't make it happen on our side. If it comes back, could you note the time and send a screenshot? That lets us find it in the logs.

Known issue

Yes, we're seeing this too. {{feature}} is down for some customers and our team is on it. Next update by {{time}}; live status: {{status_page}}.

Still investigating

We haven't found the cause yet, but we've ruled out {{ruled_out}}. I'll update you by {{time}} even if nothing has changed.

Resolved

{{feature}} is working again as of {{time}}. Nothing on your side was lost. If anything still looks off, reply here and I'll check your account directly.

Post-incident follow-up

Here's what happened on {{date}}: {{summary}}. We've {{fix}} so it doesn't happen again. Sorry for the disruption.

Acknowledge frustration

I'm sorry, {{name}}. Having to chase this is frustrating, and you shouldn't have had to. Let me sort it out now.

Take ownership

That's on us, and I apologise. Here's what I've done: {{action}}. And here's what happens next: {{next}}.

Repeated contact

I can see you've contacted us {{count}} times about this. I'm keeping this one with me until it's fully resolved, so you won't have to explain it again.

Firm but kind no

I understand why you're asking, and I wish I could say yes. {{reason}}. What I can do is {{option}}.

Threatening to leave

I'd hate to lose you over this. Give me until {{date}} to put it right. If I can't, I'll help you cancel with a full refund for this period.

Public complaint

Thanks for flagging this, {{name}}. I've sent you a direct message so we can look at your account and fix it properly.

Which plan fits

Happy to help you choose. How many people will answer customers, and which channels do you use today? I'll point you to the plan that fits.

Free trial

You can start free, no card needed. Everything is set up in a few minutes, and you can upgrade any time from Billing.

Discount request

We don't discount monthly plans, but paying yearly saves {{percent}}. If you're a nonprofit or a startup, let me know and I'll check what applies.

Book a demo

A quick walkthrough is the fastest way to see it. Here's my calendar: {{link}}. Pick any slot that works for you.

Compare with a competitor

Good question. The main differences from {{competitor}} are {{difference_1}} and {{difference_2}}. Which of those matters most to your team?

Log a request

That's a great idea, thank you. I've added it to our feature requests with your example. I can't promise a date, but I'll let you know if it ships.

Already planned

Good news: this is already on our roadmap. I've added your vote and I'll message you here when it's released.

Not planned

Thanks for the suggestion. It isn't something we plan to build right now, because {{reason}}. In the meantime, {{workaround}} gets you most of the way.

Request shipped

Remember when you asked for {{feature}}? It's live today. Here's how to use it: {{link}}. Thanks for the idea.

Bring in a specialist

I'm bringing in {{agent}}, who handles this every day. They can see our whole conversation and will reply right here.

Escalate to another team

This needs our {{team}} team. I've passed them the details, so you won't need to repeat anything. Expect a reply within {{time}}.

From bot to person

Let me get a person for you. A teammate will join this chat shortly, and they'll see everything we've discussed so far.

Escalation update

Quick update: {{team}} is still working on this. No answer yet, but I haven't forgotten you. I'll check back by {{time}}.

Checking in

Hi {{name}}, just checking in. Did my last message solve it, or is there anything else I can help with?

Need info to continue

Hi {{name}}, I still need {{info}} to finish this. Reply whenever you're ready and I'll pick it straight back up.

Closing for no reply

I haven't heard back, so I'll close this for now. Just reply to reopen it; your history stays here.

Satisfaction check

Now that this is resolved, how did we do? One click helps us improve: {{survey}}.

Anything else

Glad that helped! Is there anything else I can do for you before I close this chat?

Summary and close

To recap: {{summary}}. You'll also get this by email. Thanks for your patience, {{name}}.

Open door

Thanks for chatting with us. Reply anytime and it lands back with our team.

Thanks for the feedback

Thank you for taking the time to tell us. I've shared your feedback with the team. It genuinely shapes what we work on next.