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Customer Service Email Samples

Order Tracking Inquiry

Hi [Customer Name],

Thanks for reaching out. I’ve checked your order and here’s the latest tracking update: [Insert tracking info/link]. It looks like it's currently in transit and estimated to arrive around [ETA].

Let me know if you have any more questions. I’m happy to help.

Best,

Madz

Customer Support

Tracking Delay Follow-up

Hi [Customer Name],

I looked into your order, and I can see there's been a slight delay in transit. I understand this can be frustrating and I'm really sorry about the inconvenience.

The carrier has updated the tracking here: [Link], and we’re keeping an eye on it to make sure it gets to you as soon as possible.

Thanks for your patience,

Madz

Customer Support

Damaged Item Complaint

Hi [Customer Name],

I’m so sorry to hear your item arrived damaged. That’s definitely not the experience we want you to have.

Can you please send a photo of the damaged product and the packaging? Once we receive it, we’ll sort out a replacement or refund right away.

Looking forward to fixing this for you,

Madz

Customer Support

Processing a Return for Refund

Hi [Customer Name],

Thanks for reaching out. We can absolutely process a return for your order. Please follow these steps:

1. Repack the item in its original packaging.

2. Use this return label: [Link or attachment].

3. Drop it off at [Courier or location instructions].

Once we receive the item, we’ll process your refund within [X] business days. Let me know if you need help with anything else.

Best,

Madz

Customer Support

Refund Confirmation

Hi [Customer Name],

Just a quick note to let you know your refund for order #[Order Number] has been processed. You should see the amount reflected in your account within [X] business days, depending on your payment provider.

Thanks again for your patience,

Madz

Customer Support

Order Cancellation Request (Before Shipping)

Hi [Customer Name],

Your order #[Order Number] has been successfully canceled and a full refund has been issued. It should reflect in your account within [X] business days.

If you change your mind or need help placing a new order, just let me know!

Best,

Madz

Customer Support

Order Cancellation Request (Already Shipped)

Hi [Customer Name],

Thanks for reaching out. Your order has already shipped, so we’re unable to cancel it at this stage.

However, once it arrives, you can return it for a refund. Let me know if you’d like return instructions. I’ll be happy to guide you through the process.

Best,

Madz

Customer Support

Apology for Poor Experience (General)

Hi [Customer Name],

I’m really sorry to hear you had a less-than-great experience. We appreciate your feedback and want to make things right.

Could you share a bit more about what happened? I’d love to help resolve it for you.

Thanks again for reaching out,

Madz

Customer Support

Wrong Item Received

Hi [Customer Name],

I’m so sorry you received the wrong item—that’s definitely not what we intended. We’ll get this sorted out right away.

Please send us a quick photo of what you received, and we’ll arrange to ship the correct item or process a refund based on what you prefer.

Thanks for your understanding,

Madz

Customer Support

Follow-Up on Unanswered Support Request

Hi [Customer Name],

I wanted to follow up on your recent message to see if you still need help with anything. If your issue has been resolved, that’s great—but if you still need support, I’m here for you.

Just reply to this email whenever you're ready.

Warmly,

Madz

Customer Support