Support reply templates that put the answer first
25 support reply templates for email and tickets after the purchase, with short chat versions. Each one puts the answer first and names the customer's next step, the next update, the owner and the reference. Filled example, Word file and Excel reply library included.
Made by Anatolii Ulitovskyi 
Fact-checked by RH Fardin Updated 1. Holding response email: we have it, next update by when
Send within 1 hourSend this when you cannot answer in full within the hour, for example while you check with the carrier. If you can answer now, skip it.
SubjectWe have your request about topic in 3 to 5 words, ref. reference
EmailHi first name,
Thank you for writing. I have your request about topic, and I am working on it now: I am checking what you are checking, for example the tracking with the carrier.
What you need to do: nothing for now.
Next update: by time and day, even if I am still waiting for an answer.
Your contact: your name, role
Reference: reference
Chat versionThanks, first name. I have your question about topic and I am checking what now. I will reply here by time. Your reference is reference.
When you cannot keep the update timeHi first name, as promised, an update on topic: no answer yet, because reason in one line. Nothing you need to do. Next update: by new time and day. Your name, ref. reference.
Fill in before sending
- The topic in the customer's own words.
- A clock time and a day, never 'soon'.
- Your name and the reference.
Never promiseAn outcome. A holding reply promises the next update, not the fix.
2. Need one detail: ask once and say what happens next
Send this when one missing fact blocks the answer. Look up what you can first, then ask for everything you still need in one message.
SubjectOne detail needed to finish your request, ref. reference
EmailHi first name,
I can solve this / send your replacement as soon as I have one detail: the detail, for example a photo of the label on the bottom of the box.
Why I need it: one line, for example the label shows which batch your pods came from.
What you need to do: reply to this email with the detail. You can find it where.
Next update: within 2 business hours of your reply.
Your contact: your name, role
Reference: reference
Chat versionTo solve this, I need one thing: the detail. You can find it where. As soon as I have it, I will next step.
If they cannot find itNo problem, first name. I can also use another detail, for example your order email. If you have neither, I will what you will do instead by day.
Rules
- Never ask for a full card number, a password or a security code.
- No reply in 2 business days: send the follow-up in tab 8.
Never promiseThe outcome before you have the detail.
3. Refund or return approved: amount, method and timing
Send this once the person allowed to approve it has issued the refund or approved the return. The decision and the amount go in the first line.
SubjectRefund approved: amount for order order number, ref. reference
EmailHi first name,
Your refund is approved: I refunded amount for item from order order number to your card ending in the last 4 digits today.
When you will see it: banks usually show a card refund within 5 to 10 business days. If your bank asks, the refund reference is refund reference.
What you need to do: nothing. Keep the item, or what to do with it.
Status: solved. If the refund is not on your statement by date, reply to this email and I will trace it.
Your contact: your name, role
Reference: reference
Return approved (the item comes back first)Hi first name, your return of item from order order number is approved. What you need to do: print the attached label and drop the parcel at carrier by date. When it is scanned, I will refund amount to your payment method, and I will email you then. Your contact: your name. Reference: reference.
Chat versionDone, first name: I refunded amount to your card ending last 4 digits today. Banks usually show it within 5 to 10 business days. Ref. reference.
Fill in before sending
- Amount and order number, exactly as in your payment system.
- The last 4 card digits, never the full number.
Never promiseA day the money arrives, or a refund that is not approved yet.
4. Shipping or delivery delay: the facts, a new date, a plan B
Use this when the order has shipped but is late, or tracking says delivered and the customer has nothing. Not shipped yet? Use tab 5.
SubjectOrder order number is delayed: new estimate date, ref. reference
EmailHi first name,
Your order order number is running late. I checked the tracking: it is where it is, for example at the carrier's depot in Reno, and carrier now estimates delivery on date.
If it has not arrived by date, I will send a replacement / refund it in full, whichever you prefer.
What you need to do: nothing for now. Tracking: tracking link
Next update: by day, or sooner if the tracking changes.
Your contact: your name, role
Reference: reference
Marked delivered, not receivedHi first name, tracking shows order order number delivered on date at time, where. I opened a trace with carrier today. What you need to do: please check with neighbors, and reply if it has not turned up by date. If it is not found, I will send a replacement / refund it. Next update: by day. Your name, ref. reference.
Chat versionOrder order number is where, and carrier now estimates date. If it is not with you by date, I will replace or refund it. Next update here by day.
Check before you write
- The latest tracking event and the carrier's new estimate.
- Plan B and its date, agreed with owner.
Never promiseA delivery date the carrier has not given. Promise what you control: the update and plan B.
5. Out of stock or backorder: delay notice and cancel option
US FTC ruleSend this as soon as you know you cannot ship on time. In the US, the FTC rule for mail, internet and telephone orders then requires consent to the delay, a full, prompt refund if they cancel, and a way to cancel at your cost3.
SubjectItem is delayed: new ship date date, or cancel for a full refund, ref. reference
Email, new ship date knownHi first name,
I am sorry: item from order order number is out of stock, and we cannot ship it by original date. We expect to ship it on new ship date.
You can choose:
- Wait: you do not need to do anything. If we do not hear from you before we ship, we will take it that you agree to the new date.
- Cancel: reply 'cancel' or use cancel link, and we will refund amount in full within 7 working days.
Next update: on date, or as soon as it ships.
Your contact: your name, role
Reference: reference
Email, ship date unknownHi first name, item from order order number is out of stock because reason, and I cannot give you a new ship date yet. You can wait and cancel at any time until it ships, or cancel now: reply 'cancel' or use cancel link, and we will refund amount in full within 7 working days. If you do not reply and we have not shipped by original date plus 30 days, we will cancel and refund you in full. Next update: date. Your contact: your name. Reference: reference.
Offer a similar item (only if they choose it)Similar item is in stock and can ship date at the same price. Reply 'swap' if you would like it instead. If not, nothing changes: you can still wait or cancel.
Chat versionItem is out of stock, so it cannot ship by date. We expect new date. You can wait, or cancel now for a full refund: just tell me here. Ref. reference.
Rules for the delay notice
Never promiseA restock date your supplier has not confirmed in writing.
6. Technical how-to: numbered steps, a test, one screenshot
Use this when the customer can fix it themselves: up to 5 steps with exact button names, a test, and one screenshot only if the test fails.
SubjectHow to fix problem in 3 to 5 words, about 2 minutes, ref. reference
EmailHi first name,
This is the cause in one line, for example a setting in the app, and you can fix it in about 2 minutes.
1. Open the screen or menu.
2. Action, with the exact button name.
3. Action.
4. Save or restart.
Test: what they should see, for example the light comes on within 1 minute.
If the test fails: reply with one screenshot of the exact screen, and I will take it from there.
Next update: if I have not heard from you by day and time, I will check in.
Your contact: your name, role
Reference: reference
Chat versionLet's fix it here: 1. step. 2. step. 3. step. What do you see now? If it is not expected result, send me a screenshot of screen.
If the screenshot shows a faultThank you, first name. The screenshot shows what it shows, so part is faulty. I am sending a replacement today at no cost. Nothing you need to do; tracking follows by email. Your name, ref. reference.
Write the steps
- Test them yourself, on the customer's version.
- Exact labels: 'Light schedule', not 'the settings'.
Never promiseThat it will work. Promise the test, and the next step if it fails.
7. Billing question: what the charge is, with the invoice
Use this for what a charge is, why it changed or where the invoice is. A dispute, or a mention of their bank? Use the billing dispute email templates.
SubjectYour amount charge on date: what it is, ref. reference
EmailHi first name,
The amount charge on date is what it is, for example your refill box, which ships every 2 months. It was charged to your card ending last 4 digits. Invoice: invoice link
Why it is there: one line, for example you chose the refill plan at checkout.
What you need to do: nothing, if this is what you expected. To change or cancel the plan, how, in one line, or reply and I will do it for you.
Status: answered. If anything still looks wrong, reply to this email.
Your contact: your name, role
Reference: reference
Invoice or receipt requestHi first name, here is the invoice for order or period: invoice link. If the name or address needs a change, reply with the exact wording and I will send a new one today. Your name, ref. reference.
Chat versionThe amount charge on date is what it is. Here is the invoice: link. If you want to change or cancel it, I can do that here now.
Before you send
- Match the charge in your payment system: date, amount, last 4 digits.
- Quote terms from your pricing page or the order confirmation.
Never promiseA refund or credit you may not approve. Say who decides, and by when.
8. Solved, please confirm, the follow-up and a polite no
Completion checkThe solved reply does not close the ticket. It closes when the customer confirms, or the follow-up window passes with no reply, and the replies you used are logged.
SubjectSolved: problem in 3 to 5 words, please confirm, ref. reference
EmailHi first name,
Problem is fixed: what you did or what changed, in one line.
How to check: what they should see now.
What you need to do: reply 'fixed' if it works, or tell me what you see if it does not.
Status: solved. If I do not hear from you by date, 5 business days from today, I will close this request. A reply reopens it at any time.
One question, if you have a moment: how would you rate this help, from 1 to 5?
Your contact: your name, role
Reference: reference
Quiet customer follow-up, subjectIs problem still fixed? Ref. reference
Quiet customer follow-up, once, on business day 2Hi first name,
Checking in on problem: is it working for you now?
What you need to do: nothing, if it is. If not, reply with what you see and I will pick it up the same day.
Status: solved. I will close this request on date if I do not hear back. A reply reopens it at any time.
Your contact: your name, role
Reference: reference
Not something we do, subjectAbout your request for request, ref. reference
Not something we do, emailHi first name,
Thank you for asking. We do not what you do not do, for example ship outside the US, because one honest reason.
What I can offer: the closest thing you do, or someone who does it.
What you need to do: nothing / one step for the alternative.
Status: answered. If I misunderstood your request, reply and I will look again.
Your contact: your name, role
Reference: reference
Completion check
| Check | Done when | Filled example |
|---|---|---|
| Confirmed, or window passed | A 'fixed' reply, or business day 5 | 'Fixed', Tue 6 Oct, 12:14 |
| Follow-up sent, if quiet | Once, on business day 2 | Tue 6 Oct, 09:10 |
| Every reply logged | One usage log row per reply | 4 rows, rated 5 |
ReopenedSame problem after a solved reply: reopen the ticket and log Reopened = Yes on the reply that did not hold.
For small sales and support teams
Answer in one inbox and keep every promised update on time.
In CRMsoftware.pro the AI agent answers chats 24/7 and hands the rest to your team in Live Support. Saved replies insert with a slash shortcut, and each promised update becomes a task with an assignee and a deadline.
- Human handover and the unified inbox for website chat, WhatsApp and more
- Saved replies with slash shortcuts, shared with the team
- Launch, $19 a month billed yearly for 8 users; saved replies on Growth, $49
Free plan: 3 users, AI chat and basic tasks, no credit card.
Filled example
One ticket, from holding reply to confirmed close
Sproutwell Home Gardens, a fictional online shop for countertop herb gardens, gets an email after hours: the grow light will not turn on. Leah answers with four support reply templates, and the ticket closes when the customer confirms.
Technical how-to reply, filled in
| Answer first | A schedule setting, fixable in about 2 minutes |
| Customer's step | 3 steps in the app, then a restart |
| Test | Light on within 1 minute of the restart |
| If the test fails | One screenshot of the Light schedule screen |
| Next update | Check-in by Fri 2 Oct, 12:00 |
| Owner | Leah Moreno, support |
| Reference | T-2131, order SW-30418, Sofia Bennett |
Completion check and CRM record
| Item | Recorded | Status |
|---|---|---|
| Customer confirmed | 'Fixed', Tue 6 Oct, 12:14 | Done |
| Replies logged | 4 rows in the usage log, rating 5 | Done |
| First reply | 41 minutes after opening time | Done |
| Task | Check-in T-2131, Leah, deadline Tue 6 Oct 09:00 | Done |
| Notes on the contact | Vacation mode was on; no return needed | Done |
| Library change | Vacation mode check added as step 1 | Done |
Reply structure
One structure behind every customer service email response
Every template has the same five fields in the same order: the first line and the last four tell the customer where things stand.
1. Answer or decision first
The first sentence answers or decides: refunded, delayed, fixed. Context comes after.
2. The customer's one step
One action and where to do it, or 'nothing for now', so the customer does not guess.
3. Next update or solved
A day and a time you will keep, even with no news. Or solved, with the close date.
4. The owner
A named person and role, not 'the team'. If the owner changes, say who has it now.
5. The reference
In the subject and at the end, so every reply lands on the same case.
The subject line
The answer and the reference, visible in the inbox list.
ExampleRefund approved: $89.00 for order SW-30212, ref. T-2101
Why it matters
Why support replies need an answer, a time and a follow-up
When SuperOffice sent the same two-question customer service email to 1,000 companies, 62% did not reply at all and the average response took 12 hours and 10 minutes. 90% did not confirm the email had arrived, only 20% answered the questions in full in the first reply, and 97% did not follow up to check the customer was satisfied1. The holding reply, the answer-first structure and the solved reply with one follow-up close those three gaps.
Some facts are not yours to promise. Stripe says a card refund shows about 5 to 10 business days after it is issued2, so tab 3 gives a date to write back, not a promise. In the US, when an order cannot ship on time, the FTC rule for mail, internet and telephone orders requires the seller to ask for consent to the delay and offer to cancel with a full refund within seven working days3. Tab 5 follows that wording.
90%
of 1,000 companies did not confirm that a support email had arrived
20%
answered the questions in full in the first reply
97%
did not follow up to check the customer was satisfied
Response times
Response-time targets for each support reply
Defaults for a small team that works business hours. Change the numbers to fit your team, then keep them.
| Reply | Send | If nothing happens |
|---|---|---|
| Holding reply (tab 1) | Within 1 business hour | Answer by the update time, or move it before it passes |
| Need one detail (tab 2) | In the first reply, once | No answer in 2 business days: follow up (tab 8) |
| Answer replies (tabs 3, 4, 6, 7) | Same business day, by the promised time at the latest | Next update on the day you named |
| Backorder notice (tab 5) | As soon as you know | Ship on the new date, or refund within 7 working days |
| Solved, please confirm (tab 8) | When you believe it is fixed | Business day 2: the quiet-customer follow-up |
| Close | On a confirmation, or business day 5 with no reply | Reopen the same ticket if they write back |
Log the minutes to the first reply for every ticket, counted from opening time if the email arrived out of hours.
Excel library
Excel reply library, usage log and reopen rate
Three sheets: Reply library with all 25 replies, Usage log with sample tickets, and Summary. Shaded columns fill in by themselves. Opens in Excel, LibreOffice and Google Sheets.
| Column | What it does |
|---|---|
| Reply name, category, when to use | One row per reply; category from a list of the 8 tabs. |
| Subject, body | The approved wording. |
| Owner, last reviewed, review every (days) | Who keeps it correct, and how often: 30 days for money and stock, 90 for the rest. |
| Next review by Auto | Last reviewed plus the review interval. |
| Times used, reopened Auto | Counted from the usage log since the last review. |
| Reopen rate Auto | Reopened divided by times used. |
| Status Auto | Rewrite: reopen rate above 20% after at least 3 uses. Review due: review date passed. Otherwise OK. |
| Usage log: date, ticket, reply used, first reply minutes, reopened, satisfaction | One row per reply sent; the reply comes from a list. |
The Summary sheet shows uses and reopen rate by reply and category, the replies to review or rewrite, and the average first reply time and rating. In the sample log, 17 replies went out in 13 tickets, 2 were reopened (12%), and the average first reply took 29 minutes. Charge explained is flagged Rewrite: 1 of its 3 uses since the last review was reopened.
How to use
How to use the support reply templates
- 1
Copy the replies you need
From the Word file or the Excel library. Change names, hours and policies to yours.
- 2
Set your targets
Your hours, update times and who may approve refunds. Start from the table above.
- 3
Fill the five fields
Answer, step, next update, name, reference. No bracket left in a sent reply.
- 4
Log and close
Log each reply. Close on a confirmation or after the follow-up window.
- 5
Review every week
Fix replies flagged Rewrite and check the ones past their review date.
Set it up in CRMsoftware.pro
- Chats the AI agent hands over show in Live Support as Awaiting agent: click Claim and reply.
- On Growth, save the chat versions: Settings > Saved Replies > New reply, Shortcut (for example /holding), Title, Reply body, Share with team. Type the shortcut in the chat reply box.
- For every promised update: Tasks > New Task, Task title 'T-2131 check-in', Assignee, and the promised time as the Deadline. Check Due today and Overdue in My Tasks each morning.
- Tag chats in Settings > Conversation Tags > New tag (for example Refund) and write the outcome in Notes on the contact.
- Turn on Satisfaction Ratings (bot Behavior tab) for a star rating when a chat ends.
- When the customer confirms, click Resolve and Mark done on the task. Emails go from your own mailbox.
CRMsoftware.pro has no ticket SLA timers, no automatic follow-up emails and no macros that act on a ticket: the task deadline is your timer. Human handover and the unified inbox: Launch, $19 a month billed yearly for 8 users. Saved replies: Growth, $49. Free: AI chat and basic tasks for 3 users.
Weekly reply review, 15 minutes
- Replies flagged Rewrite: read the reopened tickets, fix the failed step.
- Replies past Next review by: check prices, policies and button names.
- An answer typed by hand 3 times becomes a new library row.
FAQ
Questions about support reply templates
What is a support reply template?
A pre-written reply for a common support case, such as a refund or a late delivery, with placeholders for the facts. A good one has a fixed structure: the answer first, the customer's one step, the next update time, the owner and the reference.
How do you write a customer service email response?
Start with the answer or the decision. Then give the one thing the customer must do, the next update time or that it is solved, your name and the reference. Answer every question in that one reply.
What is a holding response email? Is there an example?
A short reply that confirms you have the request and says when the customer will hear back, sent when you cannot answer in full within the hour. Example: 'I have your request about your late order and I am checking with the carrier now. Next update: by 15:00 today. Reference: T-2107.' In SuperOffice's test of 1,000 companies, 90% never confirmed that the email had arrived1.
How do you follow up when a customer goes quiet?
Send one follow-up on business day 2 after the solved reply: ask if it still works and give the date you will close the request. Close on business day 5 if there is still no reply. A later reply reopens the same ticket.
How do you tell a customer an item is out of stock or on backorder?
Give the new ship date, or say you do not know it and why, and offer an easy way to cancel for a full refund. In the US, the FTC rule for mail, internet and telephone orders requires this choice3.
How do you politely say no to a customer request?
Say it plainly in the first line, give one honest reason, and offer the closest thing you do or someone who does it. End with 'if I misunderstood, reply and I will look again'.
When should a support ticket be closed?
When the customer confirms it is solved, or the follow-up window passes with no reply: one follow-up on business day 2, close on business day 5. Log the replies used and whether the ticket reopened.
Are there Word and Excel versions of these customer service response examples?
Yes. The Word file has all 8 tabs and the filled example. The Excel file has the reply library with owners, review dates and reopen rates, a usage log and a summary.
Can I use these replies as saved replies in CRMsoftware.pro?
Yes, in chat: on Growth ($49 a month billed yearly) save them in Settings > Saved Replies with a shortcut such as /holding and type it in the chat reply box. Emails go from your own mailbox, and the app has no ticket SLA timers or automatic follow-up emails, so give each promised update a task with a deadline.
Related templates
Free tools
Sources
- Test of customer service email at 1,000 companies, SuperOffice's third annual benchmark (2017 study), read 8 October 2026: SuperOffice, Study: 62% of Companies Ignore Customer Service Emails
- Card refund timing, read 8 October 2026: Stripe Docs, Refund and cancel payments
- US rule for orders that cannot ship on time (guide of September 2011, page updated July 2025), read 8 October 2026: Federal Trade Commission, Business Guide to the FTC's Mail, Internet, or Telephone Order Merchandise Rule
- Plans and prices: CRMsoftware.pro pricing
Put the answer first and the next update on a clock.
Start free with 3 users, AI chat and basic tasks. Launch, $19 a month billed yearly for 8 users, adds human handover and the unified inbox. Growth, $49, adds saved replies.