Canned responses for customer service

Use this when a customer first contacts you. Set a realistic time for the next update.

Request only the information needed to understand the issue.

Use this before a promised update is due, even if the issue is still open.

Offer a temporary option and state its limits clearly.

Use after verifying the fix; give the customer a clear next step.

Acknowledge the request without promising an outcome before reviewing it.

Recognize the specific problem and set a realistic next update. Do not promise a resolution before checking.

Use after the specialist or team has accepted the handoff. Say who will follow up and when.

Name what they shared and what happens next.

Acknowledge the request honestly without committing to a roadmap.

Confirm the report is recorded and set expectations.

Give the key order facts in one place.

Explain the delay and the new estimate without guessing.

Give the link and what to do if it doesn’t update.

Use only after the refund is processed.

Explain the reason and any alternative you can offer.

Give safe steps; never ask for a password.

Say which part of the article answers the question.

State what ends and when.

Close the loop when a customer hasn’t answered.

Confirm the outcome and how to reopen.

Send only after a good outcome, and make it optional.

Stay specific and calm; focus on the next step.

Set expectations for the next response.