December 22, 2022 9 min read

Email is essential for every organization that wants to provide exceptional customer service. However, good customer care emails need time and effort from your customer service representatives.

Formal responses save your customer care staff time and enable customers to quickly acquire the solutions they require. Reps can answer queries and address client concerns faster when using templates rather than composing each email from scratch. Furthermore, data from over 10,000 e-commerce firms suggests that cutting settlement time to less than 6 hours can improve total revenue by 2%. 

To get you started, here are 15+ great customer service email templates.

15+ Customer Service Email Templates for eCommerce seller

Why should you use customer service email templates

Using response forms for your most commonly sent emails reduces customer resolution times and increases efficiency for your support personnel who don't have to answer emails. Enter each response once more.

Why should you use customer service email templates


Furthermore, templates (for chats and emails) do not have to be personalized. While representatives can begin with a form, they can personalize template emails by entering customer information (such as the customer's name) and crucial order data (like order tracking number).

Here are some of the reasons why email templates can help all eCommerce sellers work faster and more efficiently.

Decrease first response time

When customers want to contact you or your support team, they want a quick answer. By pre-configuring email templates, you can reduce response times, giving customers less anxiety while you work to resolve issues.

For example, you can send out a pre-made email template informing the guest that your team has received the message and will resolve their issue soon.

Decrease resolution time 

With simple problems, ready-made email templates are drafted in detail with specific instructions that can help customers get answers to their problems quickly. For example, a sample email might include a link to FAQs or lists of common problems when customers shop at your store.

When implementing this out-of-the-box issue email template, try to include all the information guests can find to address their questions as soon as they open the email.

Save time for customers' service team

The available email templates will help the customer care team minimize the problem-handling time for customers. This helps to increase work efficiency, especially when you set up a systematic email, SMS, and ticket system. This is a way for large e-commerce businesses to operate without having to hire new employees.

Provide an overall better customer experience

The faster and easier you make the entire support process, the less likely the customer will put in a lot of work. According to Effortless Experience, 96% of consumers who have to work hard to get support feel disloyal to the brand thereafter.

Top helpful email template you should build for your store now

Responding to customers based on pre-built email templates will help increase customer experience and satisfaction when using your services and products. If your business spends less time answering repetitive questions, you'll have more time to do other work.

Here are some customer support email templates that you can refer to.

Top helpful email template you should build for your store now

Provide proactive support

Proactive email service starts before the customer has a problem. This email will be detailed with common customer information, the email will include frequently asked questions or a link to the Help Center.

Welcome new customer

Sending a welcome email to say hello to your new customer as a part of a community, you can send your customers a list of FAQs or a link to the Help Center that allows them to self-serve answers to common questions, like return policies or shipping costs. 

Hi _ Customer Name

Thanks for (registering for our newsletter, Signing in as new customers, first purchase).  We're pleased you've joined us, and we're looking forward to assisting wonderful customers like you in any way we can.

I realize you've only recently joined us, so I'd like to provide you with some information to help you make the most of your time with us.

If you haven't already, check out the Blog link for continuous tutorials, tips, and tales, and follow us on social media!

I hope you're already enjoying the Product name, but if not, please let me know. Alternatively, you can use our FAQs or knowledge base links to troubleshoot on your own.

Please answer this email if you require anything. We're here to help!


 Introduce new product/ service

Email is an excellent place to announce the introduction of a new support channel. It's also an excellent route for involving your support personnel as a resource for new product launches or service offerings.

Hi_Customer Name

We are so thrilled to announce that { product name/ new service) 

Questions? Reach out to us at {{Phone number, website URL, etc}} and we’ll get back to you ASAP. 

Looking forward to hearing from you! 

As with the last announcement, notify customers when you open a Help Center or self-service resource.

 Announce a new self-service resource

Hello, 'Customer name,'

Excellent news! 

We've built a Self-service resource with a link to better assist you. You'll find answers to frequently asked questions as well as step-by-step instructions for configuring and troubleshooting our products here. 

We hope that making this information more available improves your experience — but please do not hesitate to contact us directly if you require further assistance!

 Announce website or product outages

If you have a planned outage, a brief email goes a long way toward preventing panicky inquiries. It also allows customers to prepare for an outage, which is especially useful if your website is one they rely on or visit frequently.

Hello, Customer First Name,

We currently have a service outage for Website / Product / Service. We are actively working to resolve the problem, which we believe is caused by the Reason for the outage. We regret the inconvenience and promise to have everything back up and running as soon as possible.

For the most recent changes, see the Website / Social media page.


Announce a pricing increase

Hello, Customer First Name,

We are adjusting the pricing for Products or services to New pricing information beginning on the Date.

We do not take price hikes lightly, and we understand that this is not the news our consumers want to hear! Given the reasons for the price rise, we believe this is our company's greatest decision and the best method to continue providing the finest product available.

We appreciate having you as a customer!

>>> Read More: Effective Marketing Elements Of E-commerce SEO for 2023

Update on orders Status

Customers need to know where their orders go after they buy them. Automating shipping confirmation emails and incorporating a tracking number would give a better shipping experience that eliminates the need for customers to contact you for updates.

Order/shipping status (Where is my order?): Not shipped, preorder

Hello, Customer First Name,

Thank you for contacting me.

It appears that your most recent order (order Number of a most recent order from the Date of most recent order) included a pre-order item. These take a little longer to arrive!

Please respond to me if you haven't received a tracking number within the next five days, and I'll look into it.

Thank you for your understanding!

The order Is out of stock

Hello, Customer First Name,

We wanted to let you know that your most recent order number is now out of stock. We're doing everything we can to have more in stock as soon as possible, and we apologize for the inconvenience!

The good news is that our next shipment should arrive by, and you should receive your order within after the item(s) arrive at our warehouse.

Thank you for your understanding! We'll take care of you as quickly as possible.

Tracking update

Hi { Customer First Name},

Thanks again for buying/using our (product’s name/ service)! Your order {order name} is scheduled to be delivered!

Here is your tracking code: {2)

The tracking status might take some days to be updated, please wait patiently!

If you have any questions, we're here to help!


Order change/cancel: Cancel and refund the last order 


I've canceled your previous order (order number) and offered a refund. As a reminder, this was for a credit card purchase of a Product name ending in the Last four digits of the credit card number.

The refund can take 3 to 5 days to process and will be credited back to the same card. Please let me know if you don't see this in your account within that time frame.

We are available if you require our assistance.


Order is lost 

A missing order can be made worse if it suggests that it has been delayed. Customers can use this form to request a replacement or a refund.

Hi, customer name,

Thank you for getting in touch! I'm so sorry to hear you couldn't find the missing package. Rest assured that we will make things right for you.

I have two alternatives for you: we can ship you a replacement or issue a complete refund for the order. If you want a replacement order, we kindly request that you provide the shipping address to which the replacement order should be sent. We look forward to hearing from you.


Help with product exchanges, returns, and cancellations

According to the National Retail Federation, the valid return rate for online transactions is 20.8%. As a result, many customers are contacting customer care to request a change or return if the online business does not have a self-service return route.

A clear return policy reduces questions, establishes clear expectations when a customer puts an order and can protect your company from losing too much income due to returns or swaps. Your policy should be easily accessible to customers: in your FAQ, confirmation email, and purchasing process. When a customer requests a change or a return, these templates can provide you with excellent email support.

 Request an exchange whenever stock becomes available

Customers can't physically experience what an item looks like, feel its size, or touch it immediately, which is why margins for internet firms average 20% against 9% for traditional enterprises. The two forms below might help with exchange and return requests.

Hi, the customer's name

Thank you for contacting us about your recent order Number of last order. I notice you're interested in exchanging products. We offer exchanges, and I'm pleased to assist you immediately.

Exchange policy and procedures

Once you have completed the required action(s), I may finalize your exchange and ship you a new Product name straight away.


Request for return/refund

Hi, customer name,

Thank you for getting in touch! We'd be pleased to process a refund for your order that was delivered on the Shipping date of the last order.

Please go to our Link to the returns portal and follow the procedures to begin the return process.

Please do not hesitate to contact us if you have any questions.


Respond to angry customers

Unsatisfied customers, who have had a bad experience, expect a prompt and kind email response. The following sample emails will help set up your team to support these customers with empathy.

General frustration with product or experience

Hi, customer name,

Thank you for contacting us and informing us about your experience with us. This does not meet our standards, and I have informed our team so that it does not happen again.

To get this right, I have Insert policy: refund, extra credit, ship replacement, etc.

We appreciate your business and apologize for any inconvenience this has caused.

Please let me know if there is anything else I can do for you.


Escalate angry customers to more technical support

Hello, Customer First Name,

Thank you for contacting us and informing us about your experience with us. This is not up to our standards, and I've informed our team so that it doesn't happen again.

In this email, I have copied the Technical agent's first name. They will be able to determine what occurred here and guarantee that we remedy the situation for you.

Current agent's first name


Make sales

While customer service emails are not marketing emails, you can drive sales while interacting with customers. Because it is direct, drawing on any context from the entire conversation, and can be personalized to the particular needs of the consumer, a personal message at the end of a pleasant customer service experience can be more significant than a mass email marketing campaign.

A product is soft-launched for a small set of clients.

Massive advertising, testing the reception of a new item, verifying product fit for the market, or gathering useful input from a smaller group of customers before releasing the product to the general public.

Hello, Customer Name!

We've been working on a New Product Type for a long time and can't wait to share it with the public. We wanted to provide you the option to acquire this product before others because you are an Email subscriber, or SMS subscriber, have made 5+ purchases, or meet other criteria.


Promote bargains and limited-time offers.

Hi, customer name,

We're always seeking new and better ways to reach even more people with our fantastic assortment of Products/services here at Company name.

I'm delighted to inform you of a special offer available only to Email subscribers, SMS subscribers, Instagram followers, and so on.

For the foreseeable future, we are providing Offer information on Products/services.

We stand behind our high-quality products and services, and sales like these don't happen very often. As a result, now is the ideal time to take the desired action - buy/expand/upgrade/sign up!

To begin, have a look at our 'Popular Sale Item/Service,' which is already selling quickly!



Automating your business email with the help of these email templates above, you can choose some email apps such as Mailchimp or Avada, or Klavio to help you optimize the setting process.

To satisfy your customer, do not forget to choose and sell high-quality products. When it comes toprint-on-demand productsor customized items, Printway is the best choice, with the help of Printway, online sellers can easily leverage their business while keeping their business operating costs low.

Connect with us as soon as possible, we are always here to help!

Hạnh Hoàng
Hạnh Hoàng

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