Best Customer Service Responses (Inquiries & Complaints Email Templates)

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Your level of customer service determines your business reputation, loyalty, and revenue. That's why you must have the best customer service responses ready for any situation.

Whether dealing with inquiries, complaints, feedback, or reviews, you want to ensure your email responses are effective, professional, and empathetic.

In this article, we show you some templates you can customize for your needs. We also give tips on crafting great responses to impress your customers and boost your brand.

Importance of Sending Effective Customer Service Email Response

Email is a common way of communicating with your customers. You email to provide information, answer questions, resolve issues, and build relationships.

However, emailing also comes with some challenges. You must deal with many messages, maintain a consistent tone and voice, and avoid misunderstandings and misinterpretations.

That's why sending effective customer service email responses is crucial for your business's success.

These responses help you:

  • Increase customer satisfaction and loyalty.
  • Reduce customer churn and negative feedback.
  • Enhance your brand image and value proposition.

What Are Canned Responses?

Canned responses are pre-written email templates you use to reply to everyday customer service situations. They save you time and effort and ensure consistency and accuracy in your communication.

However, they should not replace your human touch or creativity. Only use canned responses as a starting point for your email responses. Always customize and personalize your canned responses to suit your customers' expectations.

Also, avoid using canned responses that are too generic, robotic, or irrelevant. They should be clear, concise, and courteous to reflect your brand's tone and voice.

Best Customer Service Responses (Templates)

Are you looking for the best canned responses to use in your communication? Here are some examples you can use and adapt for different customer service scenarios.

In every response, remember to address your customers by name, thank them for their messages, and sign off with your name and contact details.

For example, start your canned messages with the customer's name, e.g.,

  • "Hello, John."

Then, sign off with the name of your agent, for example;

  • "Sincerely, Jane, Customer Service Manager."

Thank You For Contacting Us

This is a polite way to acknowledge your customers' messages and let them know you're working on their issues or requests. Here's an example:

Hello Jane,

Thank you for contacting us. We appreciate your interest in our product.

We have received your message, and we're looking into it. We'll get back to you within 24 hours.

In the meantime, call us at 1-800-123-4567 or visit our website at if you have more questions.

Thank you.

An Update On Your Issue

This template keeps your customers informed about the status of their requests. Use it to reassure them that you're working hard to resolve their problems and provide them with details.


We hope this finds you well. We're writing to update you on the issue regarding your faulty product. You should receive a replacement within the next five business days. We’ll let you know as soon as we have dispatched it.

For more questions or concerns, please don't hesitate to contact us.

Thank you.

Closing Your Ticket

This response confirms that your customers' issues or requests have been resolved or completed.


Hello Tamara,

We're happy to inform you that we've resolved your issue regarding the defective product. We have sent you a replacement product and hope you're satisfied with it.

We're closing your ticket now, but reach out anytime should you have more concerns.

We'd also be thrilled if you could complete this short survey and rate our service. Your honest answers help us improve our products and services!

We look forward to serving you again.

Responding to an FAQ

Use this message to answer a common or frequently asked question your customers may have. Ensure to provide a clear and concise answer, link to resources, and encourage your customers to contact you for more help.


Hello Tom,

Thank you for your email. We're glad you're interested in our products.

You asked about our shipping policy. Here's a summary of it:

  • Free shipping on your orders above $50 within the US.
  • We'll ship within 24 hours of receiving your order confirmation.
  • We use priority mail. It takes 2-3 business days to deliver.
  • You can track your order status date online here.

You can find more information about our shipping policy on our website at

Contact us if you have more questions. We're always happy to help!

Thank you.

Thank You For The Feedback

Use this to show your customers you value their opinion and how you plan to use or act on their feedback.


Hello Grace,

Thank you for your email. We appreciate your feedback on our product.

We're glad to hear that you're happy with your purchase and it meets your expectations. We're also grateful for your suggestions on how we can improve our service.

We take your feedback seriously and continually seek ways to enhance your experience. We'll share your ideas with our team and see how we can implement them in the future.

Thank you for being a loyal customer. We value your suggestions and can't wait to serve you again soon.

Positive Online Review

You need this template to thank your customers for their kind words, highlight their compliments, and invite them to return or refer others.


Hi Lilian,

Thank you for your fantastic review. It brings us joy that you had a positive experience with our product!

We're thrilled you liked our customer service and that our staff was accommodating. We aim to offer outstanding customer service and are glad we could make your experience pleasant.

We appreciate your business and your support. We hope to serve you again, and it'd be immensely valuable to us if you shared your experience with your loved ones.

Thank you for choosing us.

Free Trial Response

This response is a way to respond to a customer who signs up for a free trial of your product or service. Welcome them, provide helpful information or tips, and prompt them to buy.


Hello Jack,

Thank you for registering for this free trial. We're excited to have you on board!

Enjoy 14 days with all our product's premium features and benefits. Do this to get started:

  • Watch our video tutorial to discover how to use our product.
  • Check out our detailed FAQ page for answers to common questions.
  • Join our exclusive community forum to connect with other users and get support.

Upgrade your plan anytime before your trial ends to access more features, unlimited usage, and priority support. We'll also offer you 20% off your first month if you upgrade before the trial expires.

Thank you for choosing us.

Subscription Cancellation Request

Use this if your customer wants to cancel their subscription to your product or service. Confirm their request, express your regret, ask for feedback, and offer an incentive or alternative.


Hello Richard,

We regret to learn about your decision to terminate your subscription to our product. We value your support and are disappointed to see you leave.

We'll discontinue your subscription at the end of your current billing cycle.

However, we'd love to know why you canceled and how we can enhance our service. Kindly complete this brief survey and share your thoughts with us.

To express our gratitude, we extend a special offer of a 20% discount on your next purchase if you reconsider. Just use this coupon code at checkout: THANKYOURI20.

Thank you for choosing us.

Customer Service Email Response For Complaints

Sometimes you receive customer complaints, and you'll need templates for professional communication.

Here are some scenarios:

Product Exchange

This is a response to a customer who wants to exchange a product they bought from you.


Hello Wu,

Thank you for your email. We're glad you like our product, and we're happy to help you with your exchange request.

Note: you can only exchange the product within 30 days after purchase if it's in its original condition and packaging. Kindly send us the product with your receipt, plus a note with the reason for the exchange and the product you want instead.

Please ship the product to this address:

Example Inc.

123 Main Street

City, State, Zip Code

We'll cover the shipping costs for the exchange. Once we receive your product, we'll send you the new one as soon as possible.

Thank you.

Product Not Received

Suppose your customer has yet to receive their product. In your response, apologize for the delay, provide the tracking information or status, and offer compensation or an alternative.

Here's an example:

Hello Alice,

We're very sorry you have not received your product yet. We understand how frustrating that must be.

We checked the tracking information, and your package seems still in transit. It should arrive within 2-3 business days; you can track your order status online.

We apologize for any inconvenience this brought. To make it up to you, we'll offer you a 10% discount next time you buy from us. Just use this coupon code at checkout: SORRYAL10.

Thank you for your patience and understanding.

Billing Error

If you billed your customer by mistake, use this template to apologize.


Hello Ty,

We're sorry to hear that you were charged incorrectly for your product.

This was a human error on our part, and we take full responsibility for it. We apologize for any upset this could have caused you.

We have already processed the refund for the difference, and you should see it in your account within 3-5 business days.

We'll also review our billing system and procedures to ensure this doesn't happen again.

Thank you.

Poor Customer Service

Did you receive a complaint about poor customer service? Use this template to apologize and empathize with your customer.


Hi Maja,

We're sorry about your bad experience with our customer service. This does not reflect the level of service that we aim to provide.

We're giving you a free upgrade to our one-month premium plan to compensate for the inconvenience. You'll get access to more features, unlimited usage, and priority support.

We'll also train our customer service staff and monitor their performance more closely to ensure this doesn't happen again.

Thank you.

Following Up

It's best to follow up with a customer who has yet to respond to your previous email or has not taken action.


Hello Sophia,

We hope this email finds you well. We're following up on our last email to see if you're still interested in our offer. Our product can help you:

  • Save time and money
  • Increase productivity

You'll get 30% off your first month if you buy today. Don't wait any longer!

Click here to purchase now and take advantage of the benefits.

For any inquiries, please reach out. We're here to assist you!

Thank you.

Negative Experience With an Account Manager

You can use this template to apologize for the poor service.


Hi Chris,

We apologize for the unpleasant service you got from our account manager.

To improve your experience, we're offering you a free consultation with our senior account manager. He'll review your account, answer your questions, and provide you with the best solutions.

We value your patience and understanding regarding this issue. Rest assured, we will investigate the case to prevent any recurrence in the future.

Thank you.

Website or App Down Complaint

Has your customer complained about your website or app being down or not working correctly? Use this template to apologize and explain the issue.


Hello Asha,

We're sorry for the difficulties you experienced accessing our website or app.

The inconvenience was due to a technical issue on our server that affected some users. We apologize for any delays this might have caused you.

We have fixed the issue and restored our website and app to normal. You should now be able to utilize them seamlessly without encountering any further issues.

Thank you for your trust.

Poor Online Review

This is a way to respond to a poor online review that your customers may leave on your website or social media.


Hey Raphael,

Thank you for your honest review. We apologize for the negative experience you faced with our product/ service.

We'd love another chance to resolve your issue. Don't hesitate to contact us at 1-800-123-4567 or; we'll do our best to help.

We appreciate your feedback and your business and value your opinion.

Thank you.

Refund Request

If your customer wants a refund, use this template to confirm their request.


Hello Will,

Thank you for your email. We noticed you want a refund for your product or service. We understand that sometimes things don't work out as expected.

You can request a refund within 30 days of purchase if you meet our refund policy criteria. Kindly send us the product along with your receipt.

Please ship any product to this address:

Company Name.

123 Main Street

City, State, Zip Code

We'll process your refund within five days of receiving the product. You will then receive an email confirmation. We hope that you will grant us another opportunity to serve you soon.

Thank you.

Tips For Crafting Great Email Responses

Now that you have some examples let's explore valuable insights on creating exceptional responses. These tips will leave a lasting impression on your customers and elevate your brand.

Respond Quickly

Customers expect to receive a response within a reasonable time frame, usually within 24 hours or less. Use canned responses as a starting point or a guideline.

However, customize and personalize them to suit your customers' needs. You can also use automation tools or software to send auto-replies or follow-up messages when you're unavailable.

Keep it Conversational

Your customers want to feel that they're getting a human response rather than an automated or scripted response. Keeping your tone conversational shows you're friendly, approachable, and human.

Use your customers' names, informal language, contractions, and emojis, and add humor or personality to your messages.

However, avoid being too casual, slangy, or inappropriate. Also, match your tone to your customers' tone and mood and adapt it to different situations and scenarios.

Don't Be Afraid to Apologize

Occasionally, things will go wrong, and you'll end up with unhappy customers. In these situations, apologize sincerely for the issue, even if it's not your fault or beyond your control.

Apologizing shows you acknowledge your customers' feelings and take responsibility for the problem. It also helps you diffuse the tension and calm the situation.

Use words like "sorry," "apologize," or "regret" to explain what caused the issue and how you'll fix it. Avoid making excuses, blaming others, or belittling the problem.

Address The Issue Head On

Addressing the issue shows you understand your customer's needs and expectations and that you're competent and credible as a business.

To achieve this, listen to your customers carefully and ask relevant questions or clarifications. Then, provide clear, concise information or instructions, and confirm that your customers are happy with the outcome.

Outline The Next Steps

Outlining the next steps prevents confusion or misunderstanding and ensures a smooth and positive customer experience.

Start by providing your customers with a summary or a checklist of the actions or tasks they or you need to take.

Then, give them a timeline for the resolution, and provide them with various ways to reach you for more help. If necessary, follow up with your customers and confirm that everything is done or resolved.

Allow Flexibility in The Situation

Sometimes, you may encounter situations requiring flexibility or creativity in your customer service. For example, you may have a customer with a special request that doesn't fit your standard policies or procedures.

Try to accommodate your customers as much as possible and offer them alternatives that meet their needs. Allowing flexibility shows you're willing to go the extra mile and value your customers as individuals.

Be Human, Not a Robot

Finding the perfect balance between professionalism and personal touch is a critical challenge in customer service. It's crucial to maintain high professionalism and show respect while being approachable and relatable.

You can use your customers' names, share personal stories or experiences, and add humor or personality to your messages.

Use Positive Wording

You want to avoid using negative words or phrases that make your customers feel bad, angry, or defensive. Instead, use positive words or phrases like "please," "thank you," "glad," "happy," "great," "awesome," "sure," "absolutely," "definitely," "certainly," etc.

You can also rephrase negative statements into positive ones. For example, instead of saying, "We can't do that," say, "We can do this instead."

Test and Improve

Ensure your responses are effective, professional, and engaging. You want them to reflect your brand's tone and voice and match your customers' needs and expectations.

To test and improve, use tools or software to analyze your response time, quality, accuracy, satisfaction, etc. Also, ask for feedback from your customers or colleagues and use it to improve your responses.


Customer service email responses are vital for your business's success. You need to craft great responses that will impress your customers and boost your brand. We've given you some examples and tips on how to prepare the best answers.

Use Helpmonks to streamline your customer service email process. We help you create and use canned responses, automate your email workflows, collaborate with your team, track your performance, and more.

Sign up now and seamlessly send the best customer service responses today!

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