The answer first
The date, the amount or the yes in the first sentence. The customer should not have to read three lines to find it.
Customer service email templates. Fill in your details, copy the reply.
What is the customer asking?
Every good reply here has
- 1Answer first
- 2Tracking link
- 3What happens if it slips
Avoid: "It should arrive soon." Give the date or the honest reason you do not have one.
Your email
Subject: Your order [order] is on its way
Hi [name], Good news: your order [order] is on its way and should arrive on [detail]. You can follow it here: [tracking link]. If it has not arrived by then, just reply to this email and I will look into it straight away. Thanks for your patience, [agent] [company]Highlighted parts are still to fill in.
Most of these questions have the same answer every time. SimplyBoost sends it in seconds on your website, WhatsApp and Instagram, from your own content, and on Shopify stores it answers "where is my order?" with the live order status.
Let these send themselvesPick what the customer is asking, fill in the names and the one fact that matters (a date, an amount), and copy a ready reply. Every scenario comes as a friendly or formal email and as a short chat or WhatsApp message, with the parts a good reply has and the phrase to avoid. Nothing is sent or stored.
- 10 scenarios
- Email and WhatsApp
- No sign-up
Last updated:
What every good support reply has
1 2 Ownership
Say what went wrong in plain words and that it is yours to fix, instead of "any inconvenience".
3 One next step
What happens now, when, and who they can reply to. A name, not "the team".
The ten scenarios at a glance
What to put in, and the one thing that makes each reply worse.
| Scenario | Must have | Avoid |
|---|---|---|
| Where is my order? | Answer first, Tracking link, What happens if it slips | "It should arrive soon." Give the date or the honest reason you do not have one. |
| Delivery is late | Say sorry once, The reason, briefly, New date, What you do to make it right | Blaming the courier at length. The customer bought from you. |
| Refund request | Confirm the refund, Amount and method, When it arrives | "Refunds can take up to 30 days." Say the actual time for their payment method. |
| Damaged or wrong item | Sorry, without doubt, No hoops, Replacement or refund, their choice, Timeline | Asking for three photos and a form before you help. One photo is enough, or none. |
| How do I return something? | Steps in order, Cost, When the money comes back | Linking to the returns policy without the steps. Most people only need three lines. |
| Angry customer | Name the problem in their words, Own it, One concrete fix, Your name and how to reach you | "We apologise for any inconvenience." Say what went wrong and that it should not have happened. |
| Out of hours auto-reply | When a person replies, Answers they can get now, Urgent route | "Your message is important to us." Say when they will hear back. |
| Price or quote question | The price, not a range, What is included, One next step | "It depends." Give the price or the one fact you need to give it. |
| Cancel my subscription | Confirm it is done, What happens to their data or access, An open door, not a pitch | Making them ask twice or hiding the cancel step behind a retention offer. |
| Something is broken on our side | Confirm you know, What is affected, When it is fixed, Where updates are | Silence until it is fixed. A short update every few hours beats one long email later. |
Email or WhatsApp: same answer, different length
A chat or WhatsApp reply is read on a phone, often in a notification. Keep it to two sentences, put the answer first and leave out the greeting block and the signature. The email versions above carry the subject line and the full detail; the chat versions say the same in a third of the words.
Whatever the channel, reply on the same channel the customer used. Moving someone from WhatsApp to email to answer a delivery question adds a step for no reason.
WhatsApp, 21:30
Hi, my order #1042 hasn't arrived yet?
Hi Sarah! It's with the courier and arrives tomorrow before 18:00. Here's your tracking link.
When the same questions keep coming
If a template gets used ten times a day, the answer is probably already on your website.
- SimplyBoost answers those questions in seconds on your website, WhatsApp and Instagram, from your own content.
- On Shopify stores it answers "where is my order?" with the live order status.
- Anything that needs a decision goes to your team, with the conversation so far.
Questions about customer service templates
Answer the question in the first sentence, own the problem in plain words, give one concrete next step with a date, and sign with your name. Use the generator above for the ten most common situations.
Name what went wrong in their words, say it should not have happened, give one concrete fix and when, and tell them you will handle it personally. Avoid "we apologise for any inconvenience".
No. Chat replies are read on a phone: two sentences, answer first, no signature block. Every scenario above has a chat version.
Yes, copy and adapt them as you like. Nothing you type is sent or stored.
Put the answer on your website and let an assistant send it. SimplyBoost answers from your own content on your website, WhatsApp and Instagram, and hands over to your team when a person is needed.
Try SimplyBoost with your own content
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