Acknowledge a new request
Suggested shortcut/receivedUse this when a customer first contacts you. Set a realistic time for the next update.
6 free, editable templates
Customer service response templates
Reply with clarity, from the first acknowledgment to the final resolution.
Edit any message below before copying. Replace the details in [square brackets]; they are plain text, not automatic fields. Edits stay on this page and are not saved when you leave.
Ask for more details
Suggested shortcut/detailsRequest only the information needed to understand the issue.
Send a progress update
Suggested shortcut/progressUse this before a promised update is due, even if the issue is still open.
Explain a workaround
Suggested shortcut/workaroundOffer a temporary option and state its limits clearly.
Confirm a resolution
Suggested shortcut/resolvedUse after verifying the fix; give the customer a clear next step.
Respond to a refund request
Suggested shortcut/refundreviewAcknowledge the request without promising an outcome before reviewing it.
Before you send
Keep each response specific to the customer’s issue. Replace every bracketed detail, remove anything irrelevant, and only promise response times your team can meet.
Want to fill in names and other details each time you expand a snippet? See the LazyBoard variables guide.