How to use these: Replace [BRACKETS] with the specific details. Keep your brand voice — warm and direct works better than formal and stiff for most Indian businesses.

Acknowledgement & First Response

Template 1: General ticket acknowledgement

Subject: We received your message — Ticket #[ID]
Hi [Name], Thanks for reaching out. We've received your message and will get back to you within [X hours]. Your ticket number is #[ID] — you can use this to follow up with us. Talk soon, [Agent Name] | [Company] Support

Template 2: Acknowledging a complaint

Subject: We hear you — and we're looking into it
Hi [Name], I'm sorry to hear you've had this experience. That's not the standard we hold ourselves to, and I want to make it right. I've escalated your case and will personally follow up with you by [TIME/DATE] with a resolution or update. Thank you for bringing this to our attention. [Agent Name]

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Order & Delivery Issues

Template 3: Order delayed

Subject: Update on your order #[ORDER ID]
Hi [Name], I wanted to proactively update you on your order #[ORDER ID]. Your order has been slightly delayed due to [REASON — courier issue / high demand / stock]. The new expected delivery date is [DATE]. We apologise for the inconvenience. As a gesture of goodwill, we've added [DISCOUNT/FREE SHIPPING] to your account. If you have any questions, reply to this email or call us at [PHONE]. [Agent Name]

Template 4: Order not received

Subject: Investigating your missing order
Hi [Name], I've checked your order #[ID] and can see it was marked as delivered on [DATE]. I completely understand how frustrating it is when a parcel doesn't arrive. I've raised a claim with [COURIER NAME] and will have an update for you within 48 hours. In the meantime, could you confirm: 1. Was anyone home at the time of delivery? 2. Did you check with neighbours or building security? We will either locate the parcel or send a replacement — whichever is faster. [Agent Name]

Template 5: Wrong item received

Subject: Sorry about the wrong item — here's how we'll fix it
Hi [Name], I'm really sorry — it looks like we sent you the wrong item. That's our mistake entirely. Here's what happens next: 1. We'll dispatch the correct item [SAME DAY / WITHIN 24 HOURS] 2. A courier will collect the wrong item from you — no need to go anywhere 3. You'll receive a tracking link within [X hours] You don't need to do anything except be available for the pickup. Again, I apologise for the hassle. [Agent Name]

Refunds & Returns

Template 6: Refund approved

Subject: Your refund has been processed ✓
Hi [Name], Good news — your refund of ₹[AMOUNT] has been approved and processed. It should appear in your [bank account / UPI / card] within [3–7 business days], depending on your bank. Refund reference: [REF NUMBER] If you don't see it after [DATE], please reply and we'll investigate immediately. [Agent Name]

Template 7: Return instructions

Subject: Return instructions for your order
Hi [Name], We've approved your return request. Here's how to send the item back: 1. Pack the item securely in its original packaging if possible 2. Attach this label to the outside of the package: [LABEL / AWB NUMBER] 3. Drop it at your nearest [COURIER] pickup point OR schedule a home pickup at [LINK] 4. Keep the receipt — you'll need it if there's any dispute Once we receive and inspect the item (usually 2–3 business days), your refund will be processed. Let me know if you have any questions. [Agent Name]

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Technical Issues

Template 8: Technical issue — investigating

Subject: We're looking into the technical issue you reported
Hi [Name], Thank you for reporting this. I've passed the details to our technical team and they're investigating. Could you help us with a few quick questions? - What device/browser are you using? - When did the issue first occur? - Does it happen every time, or intermittently? This will help us find and fix the root cause faster. [Agent Name]

Template 9: Technical issue resolved

Subject: Issue resolved — please try again
Hi [Name], The issue you reported has been resolved. Our team identified [BRIEF EXPLANATION] and deployed a fix at [TIME]. Could you try again and confirm everything is working on your end? If you still see the problem, please reply and we'll jump back on it immediately. Thank you for your patience — and for reporting this. It helped us fix it for all users. [Agent Name]

Escalations & Complaints

Template 10: Escalating to senior team

Subject: Escalating your case to our senior team
Hi [Name], I've reviewed your case and I agree this deserves more attention than a standard support response. I've escalated it to our [senior support / management] team. [SENIOR AGENT NAME] will contact you directly within [X hours] to discuss a resolution. I'm sorry it's taken this long — that's not good enough, and we want to make it right. [Agent Name]

Template 11: Final resolution after complaint

Subject: Resolution update on your complaint
Hi [Name], Following up on your recent complaint — here's what we've done: 1. [ACTION TAKEN 1] 2. [ACTION TAKEN 2] 3. [COMPENSATION/GOODWILL GESTURE if applicable] We've also internally reviewed our process to make sure this doesn't happen to other customers. I genuinely hope this restores your confidence in us. If there's anything else I can do, please reach out directly at [EMAIL/PHONE]. [Agent Name / Manager Name]

Account & Billing

Template 12: Account suspended (non-payment)

Subject: Action needed — your account has been paused
Hi [Name], Your [PRODUCT] account has been temporarily paused because we haven't received payment for [INVOICE/PERIOD]. To reactivate immediately, please complete payment here: [PAYMENT LINK] Your data is safe and will be restored the moment payment is confirmed. If you're facing any issues with the payment, reply to this email and we'll work something out. [Billing Team]

Template 13: Subscription cancelled confirmation

Subject: Your subscription has been cancelled
Hi [Name], We've cancelled your subscription as requested. You'll continue to have access until [DATE]. We're sorry to see you go. If you'd like to share why you're leaving, we'd genuinely appreciate it — it helps us improve. If you change your mind, you can reactivate at any time at [LINK]. Your data will be waiting. [Agent Name]

Proactive & Follow-Up

Template 14: Proactive issue notification

Subject: Heads up — [ISSUE] affecting your account
Hi [Name], I wanted to reach out proactively. We've identified an issue with [DESCRIBE ISSUE] that may have affected your account between [DATES]. Here's what happened: [BRIEF EXPLANATION] Here's what we've fixed: [FIX] Here's what you need to do: [ACTION / "Nothing — we've handled it"] We're sorry for any inconvenience this may have caused. If you have questions, I'm here. [Agent Name]

Template 15: Closing a ticket

Subject: Closing your ticket #[ID] — let us know if anything else comes up
Hi [Name], It looks like your issue has been resolved, so I'm going to close this ticket. If the problem comes back or you have any other questions, just reply to this email and we'll reopen your case immediately. Thanks for being a customer — we appreciate you. [Agent Name]

Additional templates (16–20)

Template 16: Password reset help

Hi [Name], To reset your password, visit [LINK] and enter your registered email. You'll receive an OTP/link within 2 minutes. If you don't see it, check your spam folder. Still stuck? Reply here and I'll sort it manually. — [Agent]

Template 17: Feature not available

Hi [Name], Thanks for asking about [FEATURE]. This isn't available yet but it's on our roadmap. I've added your vote for it — our team reviews these regularly. I'll email you personally when it launches. — [Agent]

Template 18: Duplicate ticket

Hi [Name], It looks like we have two open tickets for the same issue (#[ID1] and #[ID2]). I'm merging them so you only need to track one. All your messages are preserved. — [Agent]

Template 19: Out-of-scope request

Hi [Name], I've looked into this and unfortunately [REQUEST] is outside what we're able to support directly. The best route for this would be [ALTERNATIVE / REFER TO ANOTHER TEAM]. Happy to help with anything else. — [Agent]

Template 20: Thank you / positive feedback

Hi [Name], Thank you so much for taking the time to share this — it genuinely made our team's day! We'll pass your kind words to [AGENT NAME] directly. If you're happy to leave a quick review on [GOOGLE/TRUSTPILOT], it means a lot to small teams like ours. — [Agent]

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