# Customer Support Email Templates (sample set)
Tone: professional, calm, human, firm when needed. Replace [brackets] with account details.

## 1. Refund approved
Subject: Your refund for order [ORDER_ID] is on its way
Hi [FIRST_NAME],
Thanks for your patience while we reviewed your request. We've approved a refund of [AMOUNT] to your original payment method. You should see it within [X] business days depending on your bank.
If there's anything else we can do, just reply to this email — we're happy to help.
— [AGENT_NAME], [COMPANY]

## 2. Shipping delay
Subject: Update on your order [ORDER_ID]
Hi [FIRST_NAME],
Your order is running a little behind schedule and is now expected to arrive by [DATE]. We're sorry for the wait — we know how frustrating delays are.
We're tracking it closely and will send another update if anything changes. If this timing doesn't work for you, reply here and we'll make it right.
— [AGENT_NAME], [COMPANY]

## 3. Billing question / duplicate charge
Subject: About the duplicate charge on your account
Hi [FIRST_NAME],
We found a duplicate charge of [AMOUNT] on [DATE] and have already reversed it. No action is needed on your end; the correction should appear on your statement within [X] days.
We're sorry for the confusion and have put a fix in place to prevent it from happening again.
— [AGENT_NAME], [COMPANY]

## 4. Cancellation
Subject: Your [PLAN] subscription has been cancelled
Hi [FIRST_NAME],
We've cancelled your subscription as requested, effective [DATE]. You'll keep access until then, and no further charges will be made.
If you'd like to come back later, your account and data will be here waiting.
— [AGENT_NAME], [COMPANY]

## 5. Firm but fair: policy denial
Subject: Your request regarding [ISSUE]
Hi [FIRST_NAME],
I looked into this carefully and, unfortunately, we're unable to [REQUEST] in this case. Our policy is [BRIEF PLAIN-LANGUAGE REASON], and it's applied the same way for everyone.
What I can do is [ALTERNATIVE]. If that works for you, let me know and I'll take care of it right away.
— [AGENT_NAME], [COMPANY]

## 6. Complaint escalation
Subject: We hear you — here's how we're fixing [ISSUE]
Hi [FIRST_NAME],
Thank you for telling us about this. You're right to be frustrated, and I've escalated the issue to our [TEAM] with your full details.
We'll follow up within [X] business days with a resolution. In the meantime, if you need anything else, reply directly to this email and it will come straight to me.
— [AGENT_NAME], [COMPANY]

## 7. Feature request received
Subject: Thanks for the feature idea — we've logged it
Hi [FIRST_NAME],
Thanks for taking the time to suggest [FEATURE]. I've logged it for the product team with your exact use case attached.
We can't promise a timeline, but this kind of input is how we decide what to build next. If you'd like, I can add your vote and keep you posted if it ships.
— [AGENT_NAME], [COMPANY]

## 8. Bug report follow-up
Subject: Re: the issue you reported on [DATE]
Hi [FIRST_NAME],
Quick update: our team has reproduced the issue you reported and it's now in the fix queue. We expect a patch in [TIMEFRAME].
I'll follow up the moment it's resolved. Thanks again for the clear report — it helped us find the root cause faster.
— [AGENT_NAME], [COMPANY]

## 9. Password reset / account access
Subject: Here's how to get back into your account
Hi [FIRST_NAME],
You can reset your password here: [RESET_LINK]. The link is valid for [X] hours and can only be used once.
If you didn't request this, you can ignore this email — your password won't change. For anything urgent, reply and we'll verify you another way.
— [AGENT_NAME], [COMPANY]

## 10. Payment failed / card declined
Subject: Action needed: your payment didn't go through
Hi [FIRST_NAME],
We tried to process your payment of [AMOUNT] for [PLAN/SERVICE], but it was declined by your bank.
No worries — your service is still active for now. Please update your payment method here: [BILLING_LINK]. If you've already fixed it, no action is needed.
— [AGENT_NAME], [COMPANY]

## 11. Subscription renewal reminder
Subject: Your [PLAN] renews on [DATE]
Hi [FIRST_NAME],
Just a heads-up: your [PLAN] subscription renews on [DATE] at [PRICE]. No action is needed if you'd like to continue.
Need to change or cancel? You can manage everything here: [MANAGE_LINK].
— [AGENT_NAME], [COMPANY]

## 12. Account closure / data export
Subject: Your data export is ready
Hi [FIRST_NAME],
We've prepared an export of your account data as requested. Download it here: [DOWNLOAD_LINK] (available for [X] days).
If you also want us to close your account, reply to confirm and we'll take care of it.
— [AGENT_NAME], [COMPANY]

## 13. Escalation: partial refund offer
Subject: A fair resolution for [ISSUE]
Hi [FIRST_NAME],
Thanks for your patience. After reviewing your case, we'd like to offer [RESOLUTION, e.g. a partial refund of X / a credit of Y].
This is our way of making it right for the inconvenience. If that works, reply "yes" and I'll process it today.
— [AGENT_NAME], [COMPANY]

## 14. Thank you / feedback request
Subject: Thanks for being a customer
Hi [FIRST_NAME],
We noticed you've been with us for [TIME] — thank you. We'd love a quick rating on your last experience: [FEEDBACK_LINK].
It takes about 30 seconds and directly helps us improve. If anything isn't perfect, reply here and I'll personally look into it.
— [AGENT_NAME], [COMPANY]

## 15. Firm final notice (before suspension)
Subject: Final notice: action required on your account
Hi [FIRST_NAME],
We've sent a few reminders about [ISSUE]. If it's not resolved by [DATE], we'll need to [ACTION, e.g. pause your account] to stay compliant with our [POLICY].
We'd rather not — if you need help resolving it, reply today and we'll work with you.
— [AGENT_NAME], [COMPANY]