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11 customer support reply templates (copy & paste)

Steal these canned response examples for the messages you send every day. Copy what fits, tweak the tone to your brand, and insert them in one keystroke instead of retyping.

Good support replies are fast, clear and human. Templates get you the speed; a quick edit keeps them human. Save the ones below as snippets and insert them anywhere — Gmail, your help desk, live chat — by typing //.

1. First response / greeting

Hi [Name], thanks for reaching out — happy to help. I'm looking into this now and will get back to you shortly.

2. Acknowledge and set expectations

Thanks for the details. I've passed this to our team and we'll update you within [timeframe]. We appreciate your patience.

3. Asking for more information

To look into this properly, could you share [order number / a screenshot / the email you used]? That'll help me find the issue faster.

4. Order shipped

Good news — your order [#1234] has shipped! You can track it here: [link]. Estimated delivery is [date]. Let me know if anything looks off.

5. Apology for a delay

I'm sorry for the wait on this — that's not the experience we want for you. Here's where things stand: [status]. I'll personally keep an eye on it until it's resolved.

6. Refund approved

Your refund of [amount] has been approved and processed. It should appear on your original payment method within [3–5] business days. Thanks for your patience!

7. Issue resolved / closing

Glad that's sorted! I'll close this ticket for now, but just reply here if anything else comes up — we're always happy to help.

8. Feature request — thank you

Thanks for the suggestion — genuinely useful feedback. I've logged it for our product team. I can't promise a date, but I'll note your vote for it.

9. Out of scope, politely

I wish I could help with this directly — it's a bit outside what we support. Here's the best resource I know of: [link]. Sorry I couldn't do more this time.

10. Following up

Just following up on this — did the steps above work for you? If you're still stuck, reply here and I'll jump back in.

11. Asking for a review

So glad we could help! If you have a moment, a quick review really helps our small team: [link]. No pressure at all — and thanks again.

Save these once, use them forever. Store your templates and insert them anywhere by typing //.

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Tips to make templates feel personal

Always swap the bracketed parts — a name or order number takes two seconds and changes everything.
Keep greetings and sign-offs as separate snippets so you can mix and match.
Lead with the answer, then the detail. Customers skim.
Review your snippets monthly: cut what you never use, add the lines you keep retyping.