70 Customer Service Email Templates (Free, No Signup Required)

Most template collections in this category sit behind an email capture, and every one we checked groups them alphabetically or by tone. Neither helps at 9am with forty tickets open.

These are free, ungated, and ordered by how much of a real support queue each category is.

Why these are ordered the way they are

Most template collections are grouped alphabetically or by tone. These are ordered by how much of your queue each category actually is, so the ones you will use forty times a week come first.

Each is written to be sent after changing the bracketed parts and nothing else. If a template needs rewriting before it is usable it is not a template, it is a writing prompt.

Placeholders are in [square brackets]. Anything in {curly braces} is a decision you have to make, not a value you paste in.

1. Order and delivery — the largest category in most businesses

1. Where is my order (tracking available)

Hi [name], your order [#number] left our warehouse on [date] and is with [carrier]. Tracking: [link]. It is due [date]. If it has not moved in 48 hours, reply here and I will chase it directly.

2. Where is my order (not yet dispatched)

Hi [name], [#number] has not shipped yet. It is scheduled to leave us on [date], which puts delivery around [date]. I have flagged it so you get the tracking link the moment it moves.

3. Tracking has not updated in days

Hi [name], you are right that [#number] has not scanned since [date]. That usually means it is in transit between depots rather than lost, but I have opened a trace with [carrier]. They come back within [timeframe]. If it is genuinely missing I will [reship / refund] without you having to ask again.

4. Delivery is late

Hi [name], [#number] is [n] days past its estimate and that is not good enough. Current status is [status]. I have [escalated with the carrier / arranged a replacement]. You should have it by [date]. I have also [refunded the shipping / added credit] — you should not pay for delivery that did not happen on time.

5. Marked delivered, not received

Hi [name], [carrier] has it as delivered to [location] at [time] on [date]. Before I raise a claim, two quick checks: has anyone else at the address taken it in, and is there a safe place or neighbour noted? If both are no, reply and I will [reship / refund] today. I will not make you wait on the carrier investigation.

6. Change delivery address

Hi [name], I have updated [#number] to [new address]. {If already dispatched:} It has already left us, so I have asked [carrier] to redirect — that works most of the time but is not guaranteed. If it comes back to us I will resend to the new address at no cost.

7. Cancel an order

Hi [name], [#number] is cancelled and [amount] is on its way back to your [payment method]. It takes [n] working days to appear. Nothing further needed from you.

8. Cancel — already dispatched

Hi [name], [#number] left us [when] so I cannot stop it. Two options: refuse it at the door and it comes straight back for a full refund, or accept it and use the returns label at [link]. Either way you are not paying return postage.

9. Wrong item received

Hi [name], that is our mistake. The correct [item] is going out today on [service] and will reach you [date]. Keep or return the wrong one — returns label at [link] if you would rather send it back, and no rush.

10. Item arrived damaged

Hi [name], sorry — that should not have reached you like that. A replacement ships today. You do not need to return the damaged one unless [condition]. If you would rather have the money back than a replacement, say so and I will refund instead.

11. Partial delivery

Hi [name], [#number] shipped in two parts because [reason]. You have [items]; [items] are due [date] under tracking [link]. Nothing is missing and you have not been charged twice.

12. Out of stock after ordering

Hi [name], [item] sold out between your order and our picking it, which is our error. Options: wait until [date] when it is back, swap for [alternative] which I can send today, or a full refund now. Tell me which and I will do it immediately.

2. Refunds and returns

13. Refund approved

Hi [name], [amount] is refunded to your [payment method]. Banks take [n] working days to show it. Reference [#number] if you need to query it with them.

14. Refund outside the window, approved anyway

Hi [name], this is [n] days past our [n]-day window, but given [reason] I have refunded it in full — [amount], back within [n] days. Worth knowing for next time: the window runs from delivery, not from order.

15. Refund declined

Hi [name], I cannot refund this one. [Specific reason, in one sentence.] I know that is not what you were hoping for. What I can do is [alternative]. If you think I have the facts wrong, tell me what I have missed and I will look again.

16. Partial refund

Hi [name], I have refunded [amount] of the [total] — that covers [what], but not [what], because [reason]. It is back with you in [n] days.

17. Where is my refund

Hi [name], we sent [amount] on [date], reference [ref]. On our side it is complete. Your bank holds it for [n] working days after that, which puts it with you by [date]. If it is not there by then, give them that reference and it will be traceable.

18. Return label

Hi [name], label attached, prepaid. Drop it at [location] any time in the next [n] days. Refund goes out within [n] days of it reaching us and I will email when it does.

19. Return received, refund processing

Hi [name], your return arrived today. Refund of [amount] is queued and will be with your bank in [n] days. Nothing else needed.

20. Exchange rather than refund

Hi [name], the [new item] is reserved and ships as soon as your return is scanned by the carrier — I am not making you wait for it to reach us. [Price difference handling].

21. Item not eligible for return

Hi [name], [item] falls outside returns because [specific reason — hygiene, personalised, final sale]. That is stated at [where] but I appreciate it is easy to miss. What I can offer is [alternative].

22. Repeat return pattern

Hi [name], I have refunded this one. I can see [n] returns on your account in [period], so I wanted to flag it rather than leave it unsaid — if something about [product category] consistently is not working, tell me and I will help you find something that does.

3. Account and access

23. Password reset — standard

Hi [name], reset link sent to [email]. Valid for [n] hours. Check spam if it has not arrived in five minutes.

24. Cannot access the email on file

Hi [name], because the email is the account, I cannot change it on a request alone — that protects you as much as us. Send [specific verification], and once I have it I will move the account to [new email] and get you back in same day.

25. Lost 2FA device

Hi [name], I can remove 2FA but not immediately — there is a [n]-hour hold on that change, which exists to stop someone else doing it to your account. To start it I need [verification]. Once the hold clears you can log in and set up a new device.

26. Account locked

Hi [name], [n] failed attempts locked it automatically. It clears itself at [time], or I can unlock it now if you [verification]. Reset your password when you are back in — the lock usually means something was trying.

27. Suspected compromise

Hi [name], I have locked the account and ended all sessions. Nothing further can happen on it. Next: [steps]. I have also checked [period] of activity — [what you found]. Send anything that looks wrong to you and I will investigate it.

28. Delete my account

Hi [name], I can do that. Before I do: it removes [what], it cannot be undone, and [any retention obligation]. Reply to confirm and it is done within [n] days.

29. Merge duplicate accounts

Hi [name], you have accounts on [email] and [email]. I can merge into whichever you prefer, keeping [what transfers]. Note that [what does not]. Which should I keep?

30. Change plan or downgrade

Hi [name], moved to [plan], effective [when]. You keep [features] and lose [features]. Billing adjusts on [date] and [proration explanation].

4. Billing

31. Why was I charged this

Hi [name], [amount] on [date] covers [breakdown]. That is [higher/lower] than last month because [reason]. Full invoice at [link]. If any line looks wrong, tell me which and I will check it against your usage.

32. Unexpected renewal

Hi [name], [plan] renewed on [date] for [amount] — annual terms renew automatically and we emailed [when]. If you did not want it, I will refund in full and cancel now. Just say.

33. Charged twice

Hi [name], you are right — two charges of [amount] on [date]. The duplicate is refunded, back in [n] days. That happened because [reason]. Sorry.

34. Failed payment

Hi [name], your payment on [date] did not go through — the bank returned [reason]. Service continues until [date]. Update at [link] and it retries automatically.

35. Requesting an invoice

Hi [name], invoice [number] attached. All past invoices are at [link] and you can add a VAT number or billing address there so future ones carry it.

36. Proration explained

Hi [name], the [amount] covers [n] days on [old plan] plus [n] days on [new plan] for this cycle. From [date] you pay the standard [amount]. Working: [breakdown].

37. Price increase

Hi [name], your renewal on [date] will be [new amount], up from [old]. That is because [reason]. You are on the old rate until then. If it does not work for you, [options] — and I would rather have that conversation now than at renewal.

38. Cancel subscription

Hi [name], cancelled. You keep access until [date], nothing further will be charged, and your data stays available until [date] if you want to export it at [link].

39. Retention, without pressure

Hi [name], cancellation is done — no hoops. If you have thirty seconds, what pushed it? I am not going to counter-offer, I would just like to know.

40. Chargeback received

Hi [name], your bank has raised a chargeback on [amount] from [date]. That is your right and I am not disputing it. If it was a mistake, withdrawing it with your bank is faster than the [n]-week process. Either way, tell me what went wrong.

5. Technical

41. Acknowledging a bug

Hi [name], reproduced it — you are not doing anything wrong. It is with engineering as [ref]. I will email you when it ships rather than making you check. In the meantime [workaround].

42. Cannot reproduce

Hi [name], I have tried on [setup] and it works here, which usually means something environment-specific. Could you send [specific details]? I am not doubting it happened — I just need to see what you are seeing.

43. Known issue, fix scheduled

Hi [name], known one, affecting [scope]. Fix is due [date]. Until then [workaround]. Status updates at [link].

44. Ongoing outage

Hi [name], [service] has been down since [time]. We know the cause and are working on it. Live updates at [link] — I will not send you hourly emails, but I will email when it is fixed.

45. Outage resolved

Hi [name], resolved at [time], total [duration]. Cause was [what]. To stop it recurring we have [what]. [Any credit]. Full post-mortem at [link].

46. Working as designed, but badly

Hi [name], that is current intended behaviour, which does not make it good. [Why it works that way.] I have passed it to product as feedback — you are not the first to raise it. For now [workaround].

47. Feature request, honest answer

Hi [name], not on the roadmap and I would rather say so than leave you waiting. [Closest current option]. I have logged the request — if it gains weight I will come back to you.

48. Integration not supported

Hi [name], no native [integration]. Two routes: [option 1] or [option 2] via [middleware]. Happy to walk through either.

6. Complaints and escalation

49. First-response apology

Hi [name], I have read this properly and you are right to be annoyed. [One-sentence summary of what went wrong.] Here is what I am doing: [action], by [when]. If that does not settle it, tell me and I will escalate it myself.

50. Serious failure

Hi [name], this went badly wrong and there is no version of it that is your fault. What happened: [plain account]. What I have done: [action]. What we are changing so it does not repeat: [change]. I have also [compensation]. If you want to speak to someone about it, reply and I will arrange it today.

51. Escalating to a manager

Hi [name], I am handing this to [name], who can authorise things I cannot. They have the full thread — you will not repeat yourself. Expect to hear from them by [time].

52. Second complaint on the same issue

Hi [name], this is the second time on the same thing, which means our first fix did not hold. Rather than repeat it: [different approach]. And [what you are doing about the underlying cause].

53. Complaint we cannot resolve

Hi [name], I have looked at every option and I cannot give you [what they want], because [honest reason]. I am not going to pretend otherwise or keep you waiting on a maybe. What I can do is [alternative]. If you want to take it further, [escalation route].

54. Public complaint, moving to private

Hi [name], saw your post and I would rather fix it than debate it publicly. [Acknowledgement.] I have [action already taken]. Reply here or email [address] and I will finish it off.

55. Angry customer, de-escalating

Hi [name], you have every reason to be angry — [n] contacts and it is still not sorted. I am taking it personally from here. [Specific action]. I will update you by [time] whether or not there is news.

56. Threat to leave

Hi [name], I would rather fix the reason than talk you out of it. [Specific action on the actual problem.] If you still want to go afterwards I will make that easy and there will be no retention runaround.

57. Abusive contact, holding the line

Hi [name], I want to sort this and I need the language to stop. I will keep working on [issue] and I will reply again once you have. [Escalation path] if you would rather deal with someone else.

58. Apologising for a slow reply

Hi [name], [n] days is too long and I am sorry. No excuse worth giving. Here is where we are: [status]. I have flagged your account so anything further comes straight to me.

7. Proactive and lifecycle

59. Known issue, before they contact you

Hi [name], we found a problem affecting [scope] between [dates] and yours is one of them. You may not have noticed anything. [What we did about it.] Nothing needed from you — telling you before you find it yourself.

60. Card expiring

Hi [name], the card on file expires [date] and your next charge is [date]. Update at [link] and nothing interrupts.

61. Approaching a plan limit

Hi [name], you are at [n]% of your [limit] with [n] days left in the cycle. Going over costs [amount]. Options: [upgrade] or [reduce usage]. Flagging now rather than after the invoice.

62. Renewal notice

Hi [name], [plan] renews on [date] at [amount]. Nothing to do if that is fine. If you want to change or cancel, [link] — before [date].

63. Onboarding check-in

Hi [name], [n] weeks in. Most people are stuck on [common thing] by now — if you are, here is [resource]. If not, ignore this. Either way, reply and it comes straight to me.

64. Dormant account

Hi [name], you have not used [product] since [date] and you are still paying [amount]. Either something got in the way, in which case tell me and I will help, or you do not need it, in which case [cancel link]. I would rather you cancel than pay for nothing.

65. Following up after a fix

Hi [name], [issue] was fixed on [date] and I said I would check. Is it holding? If not, reply and it reopens on the same thread.

8. Closing and handover

66. Resolution confirmed

Hi [name], [issue] is sorted. [One line on what was done.] Closing this, and replying reopens it — no new ticket needed.

67. Closing after no reply

Hi [name], I have not heard back on [issue] so I am closing it. Nothing is lost — reply any time and it reopens with the full history.

68. Handing over to a colleague

Hi [name], I am [away/off] until [date], so [colleague] is taking this. They have read the thread. You will not repeat yourself.

69. Handing to a specialist

Hi [name], this needs [specialist], who knows [area] far better than I do. I have briefed them fully. They will pick it up by [time].

70. Asking for feedback, honestly

Hi [name], was that actually resolved for you? One line is fine. I ask because [n] out of [n] surveys never get answered and the ones that do tend to come from people who are very happy or very not — the middle is where we learn most.

Using these without sounding automated

• Delete the greeting formula. "I hope this email finds you well" is the fastest way to sound like a template.
• Keep the specifics. A template with every bracket filled and nothing added still reads as personal; one with generic filler does not.
• Vary the sign-off. Identical closings across a thread are the clearest tell.
• Never send an apology template twice to the same person. Rewrite the second one.
• Read it aloud before saving it as a macro. Anything you would not say, do not send.

Which of these an AI can send

Since it is the question this site exists for: roughly half. Order status, tracking, refund status, password resets and invoice requests all automate well, provided the tool can query your systems rather than only read your help centre — that distinction decides most of it.

The complaints section should stay human. Angry customers are where support AI performs worst and where being wrong costs most, and a templated apology sent by a bot to someone on their third contact is worse than no reply.

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WRITTEN BY AR · UPDATED 2026-08-04

I read the fine print. Vendor pricing pages, billing definitions, terms, funding filings and acquisition notices — then I do the arithmetic nobody publishes: what a platform actually costs at your volume, what its headline metric is really counting, and who owns it now. I do not run benchmarks, and no page here pretends otherwise.

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