Greetings
First contact welcome
Hi {name}, welcome to {brand}! How can we help today?
Greetings
Thanks for waiting
Thanks for your patience, {name}. We're on it right now.
Greetings
Out-of-hours auto-reply
Thanks for reaching out! Our team replies between 9am and 6pm ({timezone}). You'll hear from us first thing.
Greetings
Returning customer
Hi {name}, great to hear from you again! What can we help with this time?
Order updates
Order confirmed
Thanks {name}! Your order #{number} is confirmed. We'll message you as soon as it ships.
Order updates
Order shipped
Good news {name} — order #{number} just shipped. Track it here: {link}
Order updates
Order delayed
Hi {name}, your order #{number} is delayed by {days} day(s). We're sorry — here's why: {reason}. We'll keep you posted.
Order updates
Order delivered
Hi {name}, order #{number} was delivered today. Hope you love it — let us know if anything's not perfect.
Returns & refunds
Return policy
Of course — we accept returns within 14 days as long as the item is unused. Start your return here: {link}
Returns & refunds
Refund processed
Hi {name}, your refund of {amount} has been processed. Please allow 3-5 business days for it to appear on your statement.
Returns & refunds
Offer an exchange
Hi {name}, we're happy to exchange. Which size or model would you prefer?
Returns & refunds
Return received
Thanks {name}! We received your return and your refund is on the way — expect it within 24 hours.
Support
Acknowledge the issue
I'm sorry about this {name}. Let me look into it right now and get back to you within {time}.
Support
Escalating to a specialist
Thanks for the details {name}. I'm escalating this to our specialist team — you'll hear back within {time}.
Support
Offer resolution options
Here's what we can do: 1) {option1}, 2) {option2}, 3) {option3}. Which works best for you?
Support
Apology with goodwill credit
We dropped the ball here, {name}. As an apology, I've added {amount} credit to your account — use it on your next order.
Closing
Resolved — anything else?
Glad we could sort that out, {name}! Is there anything else I can help with?
Closing
Follow-up check-in
Just checking in to make sure everything's working well now. Reach out anytime!
Closing
Ask for a review
If you have a moment, we'd really appreciate your honest review: {link}. Thanks for being a customer!
Closing
Friendly close
Thanks for chatting with us, {name}! Have a great rest of your day.