20 customer service reply templates
Ready-to-copy replies for the most common support situations, with blanks you can personalize in seconds.
In customer service, most messages repeat themselves: where's my order, I want a refund, I can't log in. Having good replies ready lets you answer fast without losing a friendly tone.
Here are 20 templates grouped by situation. The parts in braces, like {{input:Name}}, are the details that change each time. You can copy them as they are or turn them into text shortcuts to insert them by typing, for example, /order.
Greeting and first reply
1. First reply — /hello
Hi {{input:Name}}, thanks for reaching out. I'm already looking into your case and will get back to you in a few minutes.
2. Out of hours — /afterhours
Hi {{input:Name}}, thanks for your message. We're currently out of office hours; we'll reply first thing tomorrow.
3. Ask for more details — /details
Hi {{input:Name}}, to help you better, could you send me your order number and, if possible, a screenshot of what you see?
4. Case under review — /review
Thanks for your patience, {{input:Name}}. I'm reviewing your case with the team and will write as soon as I have a clear answer.
Orders and shipping
5. Order status — /order
Hi {{input:Name}}, your order {{input:Order number}} is on its way. You can track it here: {{input:Tracking link}}.
6. Shipping delay — /delay
Hi {{input:Name}}, we're sorry about the delay with your order {{input:Order number}}. The new estimated delivery date is {{input:Date}}.
7. Address change — /address
Hi {{input:Name}}, we've updated the delivery address for your order. It will arrive at the new address at no extra cost.
8. Wrong item — /wrongitem
Hi {{input:Name}}, we're sorry for the mistake. We're shipping the right item today and sending you a label to return the other one for free.
Payments and refunds
9. Refund approved — /refund
Hi {{input:Name}}, we've processed the refund for your order {{input:Order number}}. You'll see it in your account within 3 to 5 business days.
10. Duplicate charge — /duplicate
Hi {{input:Name}}, we've confirmed the duplicate charge and refunded the repeated amount. Sorry for the trouble.
11. Payment declined — /declined
Hi {{input:Name}}, your payment couldn't be completed. This is usually due to the card; try another method or contact your bank.
12. Invoice — /invoice
Hi {{input:Name}}, please find your purchase invoice attached. If you need to change any billing details, let me know and we'll fix it.
Technical issues
13. Can't log in — /login
Hi {{input:Name}}, try resetting your password from "Forgot your password?". If the email doesn't arrive, check your spam folder.
14. Basic steps — /steps
Hi {{input:Name}}, please try these steps: 1) sign out and back in, 2) clear your browser cache, 3) try another browser. Is it still happening?
15. Escalated to tech team — /escalate
Thanks for the details, {{input:Name}}. I've passed your case to our technical team with all the information and will keep you posted.
16. General incident — /incident
Hi {{input:Name}}, we're experiencing an issue affecting several customers. We're already working on it and will let you know as soon as it's fixed.
Closing and follow-up
17. Issue resolved — /resolved
Great, {{input:Name}}! I'm glad it's sorted. If you need anything else, just reply to this message and we'll help.
18. Follow-up — /followup
Hi {{input:Name}}, I'm checking in to see whether the solution we suggested worked for you. Can we close the case?
19. Closing for no reply — /close
Hi {{input:Name}}, since we haven't heard back, we're closing this case. If you need it, just reply and we'll reopen it right away.
20. Ask for feedback — /feedback
Thanks for your patience, {{input:Name}}. Could you spare 30 seconds? Tell us how we did here: {{input:Survey link}}.
How to personalize templates so they don't sound robotic
- Always use the customer's name at the start: it's what changes the feel of the reply the most.
- Add a sentence of your own about their specific case before or after the template.
- Match your brand's tone: keep all templates consistently casual or formal.
- Review them every few months: if a policy changes, update the template so nobody sends outdated information.
- Give each one an easy shortcut:
/order,/refundor/resolvedare far easier to remember than a number.
Use them as text shortcuts
Copying and pasting from a document works, but it's slow. With a text expander like NexoPad you save each template with its shortcut and insert it by typing, for example, /refund in Zendesk, Intercom, Gmail or any website.
Variables like {{input:Name}} make NexoPad ask for the value before inserting, so you never leave a blank unfilled. And with NexoPad Teams your whole support team shares the same approved templates, updated instantly for everyone.
Frequently asked questions
Can I use these templates for free?
Yes, you can copy and adapt them freely for your team or business.
Do they work in Zendesk, Intercom or Freshdesk?
Yes. You can paste them as macros in your support tool, or save them in NexoPad and use them as shortcuts in any of them, since it works in any text field in the browser.
How many templates does a support team need?
Start with the 10 to 15 situations that come up most. Better a few well-maintained ones than a hundred nobody reviews.
How do I keep replies from sounding automated?
Use the customer's name, add a sentence about their specific case and review the templates' tone so it fits your brand.
Published on October 10, 20269 min read
Try NexoPad for free
Text shortcuts, notes, links and AI in any tab. Install it in under a minute.