8+ Email Templates for Support Teams to Boost Satisfaction

A computer screen displaying the gmail app.

It’s time to streamline your customer service communication. But, where do you even start? You don’t want your emails to be dry and robotic, but you definitely can’t send emails that are over the top and cheesy. The trick to effective customer service emails is to sound like a human speaking to another human.

So, here are eight+ email templates for support teams to help you do just this. Use these samples to create a killer customer service communication strategy for your eCommerce store. 

First, Why Does Your Support Team Need Email Templates?

Naturally, you need to hire support staff with excellent customer service skills. So, if you have that, why do you need email templates? Set email guidelines offer several benefits. Here’s how email templates will come in handy. 

1. Help Your Team Stay On Brand

In customer service, scripts provide email support with language to match your brand voice. So, each staff member sounds like they represent the company your customer has grown to know and love. 

Satisfied customers will reach out more than one time. You need to make sure you send the same message time and time again. And, without email templates for support staff, you could end up with poor communication. 

2. Save Valuable Time and Resources 

An email template makes it easier for your staff to know what needs to be said rather than spend the effort to craft a message of their own. And, in business, time savings are money savings. 

So, imagine that you’re onboarding two new support agents and you must take the time to teach them what you expect. Instead, you can save yourself the hassle by providing the bulk of their communication for them. 

Plus, fewer typos and ready-made responses ensure faster and more effective ticket resolution. This is especially critical to your customer service processes now, when 75% of customers expect their email tickets to be resolved within just one day (GetVoip). 

3. Reduce Policy-Related Human Error 

Email scripts reduce the instance of policy-related mistakes in your communications. For example, let’s say that you have a 30-day return policy that begins from the date an order is shipped. 

In this case, If an agent tells a customer they can’t return something because it’s outside of the 30-day window and the customer comes back and says, “but your policy states that I have 30 days from the day my order was shipped,” it doesn’t matter if it’s still outside of the window. 

At this point, time has been wasted in another message the agent has to send explaining, “yes, that is correct. But, it’s still outside of the window.”  

Another example would be if you have different protocols for international shipping vs domestic. Human error is reduced by making sure all of the information is included and that it’s the correct information. 

Recommended: 21 Customer Service Interview Questions to Ask Before You Hire

But, Do Customers Even Use Email Anymore? 

With live chat on the rise, do customers still use email? The short answer is ‘Of course they do!’ In fact, many of your live chat queries will eventually shift to an email conversation before a ticket is resolved. 

As of 2018, email was still the most widely-used support channel for consumers. According to Forrester, 54% of customers had used email to solve a problem. 

Next, What are the Most Common Support Topics Addressed by Your Online Shoppers?  

When it comes time to create your customer support communication strategy, the first question to ask yourself is, “What are my shoppers’ most frequently asked questions?” 

If you already have this data in your customer relationship management platform, use it. The best knowledge base to fuel your marketing efforts is your online shoppers.

If you don’t have this data, you’ll need somewhere else to start. Here’s what we do: In the Gorgias live help desk platform, when we attempt to predict why a customer is reaching out, we break their intent into several categories — the top four are below. 

Shipping Status

Customers want to receive notifications when an order has been shipped, see a tracking number, and be in the know about arrival times. The best way to handle this is with automated shipping status updates. But, sometimes emails are deleted and shoppers need you to let them know what’s going on. 

Typically there are two relevant scenarios:

1. The order has shipped and there is tracking

2. The order is still in the processing window and has not shipped.

Most people only think about a template for the first one.

Another common scenario is that USPS will oftentimes show a package status as ‘delivered,’ but it won’t actually be delivered for another one to two days. It’s great to have a template that explains this. Ask your customer to wait. And, if after two days the order still hasn’t arrived, invite them to reach back out to notify you so you can work with them to get it sorted out.

Refund Request

Whether you offer refunds or not, this is a common query you will receive. Sometimes, a customer is just unhappy with their transaction. In this case, you need to communicate to let them know whether you can offer a refund and what steps are required. 

Product Exchange Request

Shoppers sometimes order the wrong size, color, or style of product. When this happens, they might want to exchange their order for something else. If they reach out, you might need to outline your exchange policy and the steps they need to take to make the swap. 

Damaged or Missing Product

For one reason or another, a product can sometimes arrive damaged or am item from the order can be missing. When a customer reaches out to tell you about it, it’s the job of your support staff to make it right. 

So, we’ll start here. Use these email support templates to help resolve customer tickets for each of the above issues. 

Now, Use These Sample Email Replies to Customer Questions and Complaints to Satisfy Your Shoppers

While you do want the communication process to be somewhat automated, you will need a human to make sure that each reply makes sense in response to each customer’s message.  

Let’s look at some effective response ideas for some of the most common customer support queries in eCommerce. 

For each topic, you’ll view a template to make sure the customer service team has all of the required information. Below this, you will see an example template to thoroughly address the problem. 

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. 

#1: 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}}

#2: 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.  

Refund Request Email Templates

Use these support email templates to respond to customer requests for a refund. 

#3: 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}}

#4: 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}}

Product Exchange Request Email Templates

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

#5: 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}}

#6: 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}}

Damaged or Missing Product Notification Order Email Templates

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

#7: 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}}

#8: 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. 

+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. 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}}

If the above template isn’t on-brand for your organization, that’s fine. The point I’m trying to make here is that you should have fun. Customer support is a taxing job, and the more confetti you can throw around, the better it will be for everyone. 

Recommended: 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. 


These email templates will lead your team down the path of customer satisfaction. Make sure to add your own brand touch to each message, and have fun with it! 

At Gorgias, our team talks about “macro” instead of email templates. Our users can leverage the same messaging for all support channels (email, social media, SMS, live chat) to resolve all user tickets. If you want to leverage a help desk platform that helps you automatically respond to common questions from your shoppers across multiple communication channels, sign up to try Gorgias for free.

Ashley Kimler is an eCommerce specialist who has been selling online and helping both small businesses and enterprise companies with their online sales marketing for nearly 15 years. Follow @gorgiasio and @ashleykimler on Twitter to read more expert advice.

This article was originally published by our friends at Gorgias.

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