# Reusable Customer Support Email Templates (15)
Tone: professional, calm, firm. Placeholders in [brackets]. Every template includes subject + body + optional close.

1. Order confirmation
Subject: Your order #[order_id] is confirmed
Hi [name], thanks for your order. It's confirmed and we'll notify you the moment it ships. Details: [summary]. Questions? Just reply to this email.

2. Shipping delay (proactive)
Subject: Update on your order #[order_id]
Hi [name], your order is running behind schedule due to [reason]. New estimated ship date: [date]. We're sorry for the wait — [compensation]. Track status here: [link].

3. Item out of stock
Subject: About item [sku] in your order
Hi [name], [item] is temporarily out of stock. We can either hold your order until [date] or swap/refund that item now. Which works best?

4. Refund approved
Subject: Your refund for order #[order_id]
Hi [name], we've approved your refund of [amount]. It will appear on your original payment method within [3-10 business days]. Thank you for your patience.

5. Refund denied (policy)
Subject: Regarding your refund request #[ticket_id]
Hi [name], after review we're unable to refund [item] because [policy reason]. We can offer [alternative]. We appreciate your understanding.

6. Cancellation confirmed
Subject: Cancellation confirmed for #[order_id]
Hi [name], your order is cancelled as requested and no charge was applied. If you change your mind, we're happy to help re-order.

7. Bug report acknowledgement
Subject: We're on it — [bug summary] [#ticket_id]
Hi [name], thanks for the detailed report. Our team has reproduced it and it's queued for a fix. We'll update you within [timeframe].

8. Bug fixed
Subject: Fixed — [bug summary] [#ticket_id]
Hi [name], the issue you reported is fixed. [One-line fix description]. Thanks again for flagging it.

9. Account access / password reset
Subject: Help with your account access
Hi [name], to protect your account, please reset your password here: [secure_link]. This link expires in [24h]. If you didn't request this, let us know immediately.

10. Billing question / duplicate charge
Subject: Billing inquiry #[ticket_id]
Hi [name], we see [a duplicate charge / the charge you referenced] on [date]. We've started a review and will correct any error within [timeframe]. You'll see any adjustment in [3-5 business days].

11. Feature request
Subject: Great idea — [feature] noted
Hi [name], thanks for the suggestion. We've logged it for the team and will reach out if it's prioritized. Keep the ideas coming.

12. Complaint / escalation (acknowledgment)
Subject: We hear you — [#ticket_id]
Hi [name], I'm sorry about [issue]. That's not the experience we want. I've escalated this and will personally follow up by [date] with a resolution.

13. Follow-up (no reply received)
Subject: Checking in on #[ticket_id]
Hi [name], just checking whether [issue] is resolved on your end. If anything is still open, reply here and I'll take care of it right away.

14. Subscription renewal reminder
Subject: Your [plan] renews on [date]
Hi [name], your [plan] renews on [date] for [amount]. Manage or cancel anytime here: [billing_portal_link].

15. Account closed / goodbye
Subject: We're sorry to see you go
Hi [name], your account is closed as requested. If there's anything we could have done better, we'd genuinely appreciate hearing it. Wishing you the best.

Notes for use: keep placeholders machine-fillable, add a signature block, and never promise dates you can't keep.