16 Useful Email Templates for Your Customer Service Teams

Astaeka Pramuditya
Astaeka Pramuditya
Last updated on 
November 18, 2021
November 5, 2021
16 Useful Email Templates for Your Customer Service Teams

In any online customer service or customer support environment, email plays a crucial role in providing great customer service and turning frustrated or angry customers back into happy customers. 

But good customer support emails take time and effort from your customer service agents and team. As you scale, that team can quickly become overwhelmed. And office workers already spend too long typing up emails, averaging 3.1 hours daily

Using templated email responses is a key time-saving strategy for growing businesses, allowing customer service reps to reply quickly and helpfully without starting from scratch every time. Wondering where to start? We’re here to help with 16 free and effective customer service email templates you can start using right now. 


Important Considerations When Writing Customer Service Emails

Before you jump into writing any customer service or customer support email, make sure you step back and think through the following questions.

Do You Understand What the Customer Is Asking for?

From the customer’s perspective, there’s nothing more frustrating than not being heard. If a customer feels like you don’t really understand their goal, request, or pain point, it increases the odds they’ll turn into an angry customer, either right away or down the road. 

With each message that comes in, take the time to fully evaluate what each customer is asking for. And if that isn’t clear based on the information you have, follow up with more questions to get the details you’re missing.

Are You Being Empathetic to the Customer’s Situation?

Putting yourself in the customer’s shoes can be challenging sometimes, but it’s vital if you want to leave them with a positive experience. Convey that you appreciate where they’re coming from by rephrasing their request, question, or concern. 

It’s especially tempting to shut down empathy when customers seem unreasonable or mean. But stick with it and find out what’s beneath each message or customer complaint. For example, you can look for any insights from past interactions or their initial customer intake form and reference them in your response.

Does Your Customer Service Email Give Them All the Answers and Resources They Need?

Any customer service operation that operates at scale is going to rely on customer service email templates to save time and increase their professionalism. Still, just dropping a standard, prepackaged answer on a customer rarely nurtures the kinds of customer relationships you want to build.

Templates are good, but they’re just a starting point. Make sure that you’ve given the customer all the information and tools they need to reach their specific goal or tackle similar issues in the future. 

Have You Personalized the Response to Show You’re Listening?

Also keep in mind that templates are customizable tools, not complete solutions. Personalize your customer service emails to give them as much human touch and personality as your brand allows. This way, the customer knows they’re interacting with a real human and are also being treated like one as well.

Some quick ideas for how to do this:

  • Use your name and the customer’s name within the body text
  • Repeat customer feedback so they know you’re actively listening
  • Tweak boilerplate language to fit the actual customer issue
  • Say, in your own words, how the situation will affect their workflow or day-to-day life (positive or negative) 

Recommended reading: Evaluating Customer Service: Why, Challenges, and KPIs That Matter

16 Helpful Customer Service Email Templates

Relying on well-built customer service email templates can help you increase customer satisfaction and improve the customer experience. They can also serve as part of your pre-sales support strategy, reducing the number of support requests that require manual intervention.

To get you started, here are 16 customer service email samples you can adapt for your needs.

1. Welcoming New Customers

A new customer welcome email sets the tone for the customer relationship. And that matters more than you might think since a whopping 90% of Americans consider customer service levels when choosing a company to buy from.

The welcome email should arrive either after signup or after a customer first pays for your product/service and shows your commitment to good customer service from day one. 

Email Template

Hey there {{Customer First Name}},

Thanks for {{Customer Action - First Purchase, Sign-up, Subscription}} with {{Company Name}}. We’re thrilled that you’ve joined us, and we’re excited to serve awesome customers like you in any way we can.

I know you’ve just joined us, so I want to put some {{Resource/Offer Links}} in front of you so you can get the most out of your experience with us.

If you haven’t yet, make sure to check out {{Blog Link}} for ongoing tutorials, tips, and stories, and give us a follow on social media

I hope you’re already enjoying {{Product Name}}, but if not, I’m happy to help. Or you can check out our {{FAQs or Knowledge Base Links}} to troubleshoot on your own.

If there’s anything you need, please write me or another member of our help desk team. We’re here for you!



Recommended reading: Our list of essential ecommerce best practices.

2. Notifying a Customer That Their Order Is Out of Stock

Customers don’t like hearing that their order is out of stock, but they always appreciate clear and proactive communication about it. Another pro tip is to provide good alternatives if you have them. 

Email Template

Hey {{Customer First Name}},

I hate to be the bearer of bad news, but your recent order, {{Product Name}}, is currently out of stock. We’re doing everything we can to get more in stock soon.

The good news is that our next shipment should arrive by {{Date of Availability}}, and you should receive your order within {{Number of Business Days}} once the shipment hits our warehouse.

Thanks for your patience! We’ll get you taken care of as soon as possible.


3. Requesting Customer Feedback

Customer feedback is a powerful data collection tool for your business, helping you shape the future direction of your products or services and improve your email open rates. Even better, sending a heartfelt email requesting customer feedback usually creates another positive experience for your customer.

Email Template

{{Customer First Name}},

Thanks so much for your recent purchase. By now, [your item should have arrived, you’ve hopefully started exploring our solutions, etc], and you likely have a good idea of what you think about your purchase.

I’d love to get some feedback from you about your experience so far with us. You can just reply to this email and share your thoughts if you’d like. Even more helpful is if you wouldn’t mind filling out this {{Survey Link}}. It shouldn’t take more than {{Estimated Completion Time}}, and it will help us keep improving so we can better serve you.

Of course, if you’re having trouble of any kind (or your purchase hasn’t arrived yet), please let me know. I’ll do everything I can to help.

Thanks again for your time!


4. Thanking Customers for Their Feedback

Customers who take the time to send in feedback are generating value for you. A quick thank-you is a major retention tool and helps you foster stronger customer relationships over time.

Note: The template below is for customers who gave positive feedback. You’ll want to take a different approach for an unhappy customer, of course.

Email Template

{{Customer First Name}},

Thanks so much for taking the time to give us feedback. We’re always working to improve our products and services, and we’re thrilled when we hear that we’re doing something right. Constructive criticism is great, too, since it helps us improve!

If you’re still feeling the love from your recent purchase, would you mind writing a quick review of your positive experience with us on {{Review Site}}? It may not seem like much, but these reviews go a long way.

Thanks again,


5. Inquiring About a Customer’s Abandoned Cart (Reminder)

Users abandon carts for all sorts of reasons, and sometimes all they need to come back and purchase is a little nudge. A well-timed email reminding a customer about an abandoned item might be all it takes to net a sale.

Another powerful approach in this category is to tack an abandoned cart message onto a transactional email since they have higher open rates and contribute to better customer lifetime values ($0.75 per open, to be precise).

If you want to stick with a standalone approach, this template should do the trick.

Email Template

Hey there {{Customer First Name}}!

We couldn’t help but notice you stopped by today, and you were this close to pulling the trigger on {{Product Name}}.

In case you were interrupted or pulled away, it’s not too late to buy!

{{Abandoned Cart Link}}

I can even offer you a {{Coupon/Special Offer}} if you’re ready to buy right now. This link will give you {{Describe the Offer or Discount}} if you purchase within {{Timeframe}}.

Thanks again for checking out our store! Let me know if I can answer any questions for you.



Want fewer abandoned carts? Check out our guide to reducing cart abandonment.

6. Promoting Sales and Time-Sensitive Deals

Time-sensitive sales emails can be tricky to get right, given the sheer volume of promotional emails most people receive. Taking a personal approach can cut through the noise. Make sure you indicate what the deals are and the window of time readers have to snag the sale price.

Email Template

Hey {{Customer First Name}}!

Here at {{Company Name}} we’re always looking for more and better ways to reach even more people with our exciting lineup of {{Products/Services}}.

I’m excited to let you know about a fresh deal that’s available to you — but only for a limited time.

For the next {{Length of Time}}, you can enjoy {{Offer Details}} on {{Products/Services}}.

We stand behind our quality {{Products/Services}}, and sales like this don’t come often. That makes now the perfect time to {{Desired Action - Buy/Expand/Upgrade/Sign Up}}!

For starters, check out our {{Popular Sale Item/Service}}, it’s going fast!



Email isn't the only channel to offer discounts and timely deals. Check out our guide to omnichannel customer service to see how you can expand your support and revenue-driving conversations.

7. Upselling a Customer After Their Initial Purchase

For many businesses, upselling can be a huge revenue driver when implemented well. Upsell after-purchase emails should drive home the value of the upsell (what it can do for the customer) without feeling like a bait and switch (for example, withholding core functions from a basic software solution).

Email Template

Hi {{Customer First Name}},

Thanks for your recent purchase of {{Product Name}} — all of us here at {{Company Name}} truly appreciate your business.

I’m reaching out today because I want to make sure you’re getting the most out of that purchase. {{Product Name}} is fantastic as a standalone, but it shines when you use it alongside some of our other offerings.

For example, {{Strong Explanation of How Product/Service Enhances Product They Bought}}.

Does this sound like something you’d be interested in? If so, check out {{Product Link}} or simply reply to this email.



Email templates are even more powerful when combined with equally powerful customer service scripts, keeping your brand messaging consistent and on-target. 

Recommended Reading: 27 Customer Service Scripts for Ecommerce Companies

8. Shipping Status Email Templates

Here are sample email replies to customer requests for shipping status updates. 

Before you read these first two scripts, you should know that you can bypass this step with a helpdesk like Gorgias. In a full-suite customer service platform, your support team has a direct connection to your Shopify or Magento dashboard. So, your staff already knows the most recent order in progress and has no need to send a query to the customer. 

Initial Response to Shipping Status Query: 

Hey there {{Customer First Name}}, 
Thanks for reaching out about your recent order from {{Your Company Name}}. I see that you’re looking for a shipping status update. I can definitely help you with that. But, before I do, I will need a little more information from you. Can you please provide me with the following information? 
{{Needed Information}}

If you can shoot that over to me, I will be able to access your response within {{Average time it takes your support team to reply}}. Then, I will reply promptly with your shipping status update and tracking number to get this resolved for you right away.

We sincerely appreciate your patronage.

{{Support Staff Member Signature}}

Want to improve your shipping? Read our guide to ecommerce shipping.

9. Shipping Status Resolution Email

Excellent! Thank you for that information, {{Customer First Name}}. I appreciate you taking the time to do that for me. It was very helpful.
I’ve looked up your order, and as of right now, the status is {{Shipping Status}}. Your package should arrive on {{Expected Arrival Date}}. So that you can follow along at your convenience, your package is being delivered by {{Shipping Carrier}} and your tracking number {{is {{Tracking Number With Link to Tracking URL}}.

If there is anything else I can help you with, feel free to reply to this email or visit {{Help Page Name and Link}} at any time. 

Thanks again for shopping with {{Your Company Name}}. 

{{Support Staff Member Signature}}

When you include an optional satisfaction survey in your emails, link out to the third-party survey platform of your choice. In most cases, these platforms allow you to collect, sort, and create reports from the data that you can use to power your future customer support strategy.  

Also, read our guide to order fulfillment for more tips to get your products in the hands of happy customers.

10. Refund Request Email Templates

Use these support email templates to respond to customer requests for a refunds and returns

Response to an Eligible Refund Request: 

Hey there {{Customer First Name}}, 
Thanks for reaching out about your recent order from {{Your Company Name}}. I see that you are requesting a refund. I’m sorry that you were unsatisfied with your purchase. And, I’ll do everything I can to make this right. We stand behind our products and, more importantly, our customers. 
I would like to get your refund processed as quickly as possible. So, here are the next steps.
{{Refund Request Process}}

Thank you for being a loyal customer. We appreciate your business. 

{{Support Staff Member Signature}}

Getting too many refund requests? Check out our guide to reducing returns in ecommerce.

11. Response to an Ineligible Refund Request

Thanks for shopping with {{Your Company Name}}, {{Customer First Name}}, and thank you for reaching out. 
Unfortunately, because {{Reason}}, It sounds like you are ineligible for a refund. Please see our {{Refund Policy}} for more details. 

I apologize for any inconvenience that you’ve experienced because of this. I truly appreciate your patronage, and I would like to offer you {{Discount Code/Gift Card/Exclusive Reward + Details About How to Redeem}}. 

If there is anything else I can help you with, feel free to reply to this email or visit  {{Help Page Name and Link}} at any time. 

Thank you again,

{{Support Staff Member Signature}}

12. Product Exchange Request Email Templates

When a shopper requests an exchange, these templates can provide you with an effective email support script. 

Initial Response to Product Exchange Request: 

Hey there {{Customer First Name}}, 
Thanks for reaching out about your recent order from {{Your Company Name}}. I see that you are interested in a product exchange. We do allow exchanges, and I’m happy to help you with this right away. 

{{Exchange Policy and Instructions}}

Once you have {{Required Action(s)}}, I can process your exchange and get a new {{Product}} shipped out to you right away. 

Thanks again, 

{{Support Staff Member Signature}}

Are you building out our ecommerce tech stack? If so, check out our list of 150+ top tools for ecommerce.

13. Product Exchange Request Final Resolution

Hello {{Customer First Name}}, 
I have received {{Required Information}}, (Thank you for that). And, I have processed your exchange. You should receive your new {{Product}} within {{Maximum Time for Delivery}}. 

For your records, the package will be shipped with {{Shipping Carrier}}. Here is the tracking number so you can see the status of your delivery: {{Tracking Number With Link to Tracking URL}}.

If there is anything else I can help you with, feel free to reply to this email or visit  {{Help Page Name and Link}} at any time. 

Thanks again for shopping with {{Your Company Name}}. 

{{Support Staff Member Signature}} 

14. Damaged or Missing Product Notification Order Email Templates

When a customer’s product is missing or damaged, here’s a script you can follow. 

Initial Response to Damaged or Missing Product Notification: 

Hey there {{Customer First Name}}, 
Thanks for reaching out about your recent order from {{Your Company Name}}. I’m sorry to hear about your experience. This must be frustrating. I will do everything I can to make it right as soon as possible. 

First, I can offer the following options: 
{{Available Options}}

Can you please tell me which you would like to choose? From there, I can determine the next best steps to take. 

I apologize for any inconvenience this has caused and thank you for your business.

{{Support Staff Member Signature}}

15. Damaged or Missing Product Notification Follow-Up

Hi {{Customer First Name}}, 
Again, I’m sorry about your experience, and I am here to help. 

You’ve chosen {{Customer Choice}}, and I will do everything I can to have this resolved right away. First, I will just need the following from you. 

{{Required Information}}

Then, if you could please help me by {{Required Action}}, I will help you get this resolved immediately.

Thank you again for shopping with {{Your Company Name}}. 

{{Support Staff Member Signature}}

Note: The final resolution for a damaged or missing product will depend on the option that the customer selects. 

16. Bonus: “Are You a Bot?” Email Reply Template

Unexpected? Well, with the current state of technology -- trust me -- if you haven’t already, you will come across this customer question more than you might expect. While some customers will appreciate automated responses as a form of instant self-service, others might feel duped if you try to pretend they're speaking to a human. So, here’s how you can reply when a customer asks if you are a robot. 

Well, {{Customer First Name}}, I’ve often asked myself the same question. 
But, my interactions with customers like you have shown me that I’m just as real as any human. 

Thank you for shopping with {{Your Company Name}}. Beep boop beep!

{{Support Staff Member Signature}}

Recommended Reading: A Year of Customer Service Quotes to Inspire Support Agents

Another way to minimize customer frustrations around automated responses is to include a note that they are reading an automated response. Customers are less likely to become angry about an automated response when they receive an incorrect response if it includes a clause or introduction such as: 

“This is an automated response. We are a growing business and, in our best effort to deliver the information you’re looking for as quickly as possible, we do use some automation. We think you’re asking about the status of your order and have included information for it below. If we totally missed the mark, though, just let us know and we’ll have a team member get back to you.”

And, this is how you can rock your support operations. 

Email templates are even more powerful when combined with equally powerful customer service scripts, keeping your brand messaging consistent and on-target. 

Recommended Reading: 27 Customer Service Scripts for Ecommerce Companies

Give Customers the Support and Service They Deserve With Gorgias

Your customer service teams can greatly benefit from using the customer service email templates included here, but these are just a start. Give your reps the ability to solve customers’ problems in minutes, not hours or days, with an automated helpdesk solution, messaging tools, and on-page live chat support tool like Gorgias.

Gorgias is the #1-rated helpdesk solution for eCommerce merchants with deep integrations for Shopify, BigCommerce, and Magento. Our platform can supercharge your customer service and helpdesk operations, helping every team member get more efficient and effective over time.

Interested? Book a demo to see what Gorgias can do for your business.


Try Gorgias for Free
Brought to you by
The customer service platform built for ecommerce brands

Join the 


+ ecommerce
brands that use Gorgias
every day

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Get a live demo

Subscribe to our weekly newsletter!

Get the latest ecommerce tips for growing your business and invites to industry-leading events, right to your inbox.
Thank you! You should have received an email 🎉
Oops! Something went wrong while submitting the form.