25 Ready-to-Use Canned Response Templates for Customer Service [2025]

Stop writing the same email responses from scratch. These 25 canned response templates are ready to copy, paste, and customize for your customer service team.

What Are Canned Responses?

Canned responses are pre-written message templates that customer service teams use to quickly respond to common inquiries. They save time while maintaining consistency across your support team.

Why use them:

Reduce response time by 40-60%
Ensure consistent messaging across your team
Free up time for complex customer issues
Reduce agent burnout from repetitive typing

Greeting & Welcome Templates

1. Initial Greeting

Hi [Customer Name],

Thank you for reaching out to [Company Name]! I'm [Your Name], and I'll be helping you today.

I've received your message and am looking into this now. I'll get back to you with a solution shortly.

Best,
[Your Name]

2. Live Chat Welcome

Hi there! Thanks for chatting with us. How can I help you today?

3. Returning Customer Greeting

Hi [Customer Name],

Great to hear from you again! I can see you've been with us since [date/duration]. Thank you for your continued support.

How can I assist you today?

Best,
[Your Name]

Information Request Templates

4. Requesting More Details

Hi [Customer Name],

Thanks for reaching out. To help resolve this as quickly as possible, could you please provide:

- [Specific information needed]
- [Account number/Order ID if applicable]
- [Any relevant screenshots]

Once I have these details, I'll be able to assist you right away.

Thanks,
[Your Name]

5. Order Status Inquiry

Hi [Customer Name],

Thanks for checking in on your order!

Order #[Number]: [Status]
Estimated delivery: [Date]
Tracking link: [URL]

If you have any other questions, just let me know.

Best,
[Your Name]

6. Account Verification Required

Hi [Customer Name],

For security purposes, I need to verify your account before making any changes.

Could you please confirm:
- The email address associated with your account
- The last 4 digits of the payment method on file

Once verified, I'll proceed with your request immediately.

Thanks,
[Your Name]

Complaint Handling Templates

7. Acknowledging a Complaint

Hi [Customer Name],

I'm really sorry to hear about your experience. This isn't the level of service we strive for, and I completely understand your frustration.

I'm looking into this right now and will have an update for you within [timeframe]. In the meantime, please know that resolving this is my top priority.

Thank you for bringing this to our attention.

[Your Name]

8. Apologizing for a Mistake

Hi [Customer Name],

You're absolutely right, and I apologize. We made an error on our end, and I take full responsibility for the inconvenience this has caused.

Here's what I'm doing to fix this:
- [Action 1]
- [Action 2]

To make up for this, I'd like to offer [compensation/discount/credit].

Thank you for your patience and understanding.

[Your Name]

9. Handling an Angry Customer

Hi [Customer Name],

I hear you, and I'm truly sorry for what you've experienced. You have every right to be frustrated.

I want to make this right. Here's what I can do:
[Solution/Options]

If this doesn't work for you, please let me know what would, and I'll do everything in my power to help.

[Your Name]

For more examples, see our guide on email replies to customer complaints.

Refund & Billing Templates

10. Refund Approved

Hi [Customer Name],

Good news! Your refund of [amount] has been approved and processed.

Details:
- Refund amount: [amount]
- Original payment method: [method]
- Expected arrival: 5-10 business days

You'll receive a confirmation email once the refund is complete. Please let me know if you don't see it within that timeframe.

Best,
[Your Name]

11. Refund Denied (With Explanation)

Hi [Customer Name],

Thank you for your refund request. After reviewing your case, I'm sorry to say we're unable to process a refund because [reason - e.g., outside return window, item was used, etc.].

However, I'd like to offer some alternatives:
- [Alternative 1: Store credit, exchange, etc.]
- [Alternative 2]

Please let me know which option works best for you, or if you have any questions.

[Your Name]

12. Billing Error Correction

Hi [Customer Name],

You're right - there was an error on your invoice. I apologize for the confusion.

I've corrected the charge, and here's the updated breakdown:
- Original charge: [amount]
- Corrected charge: [amount]
- Difference credited: [amount]

The credit will appear on your next statement. Thank you for catching this!

Best,
[Your Name]

Technical Support Templates

13. Troubleshooting Steps

Hi [Customer Name],

I understand you're having trouble with [issue]. Let's get this sorted out.

Please try these steps:

1. [Step 1 with clear instructions]
2. [Step 2]
3. [Step 3]

If the issue persists after trying these steps, please let me know:
- What error message (if any) you're seeing
- When the issue started
- Any recent changes to your setup

I'm here to help!

[Your Name]

14. Bug Report Acknowledgment

Hi [Customer Name],

Thank you for reporting this issue. I've logged it with our development team as [ticket/bug ID].

Here's what happens next:
- Our team will investigate and prioritize the fix
- I'll update you when we have more information
- You'll be notified when the fix is deployed

In the meantime, here's a workaround you can try: [workaround if available]

Thanks for helping us improve!

[Your Name]

15. Feature Not Available

Hi [Customer Name],

Thanks for reaching out about [feature]. Currently, this isn't available in [product/plan], but I have some options for you:

Option 1: [Workaround or alternative approach]
Option 2: Upgrade to [plan name] which includes this feature
Option 3: I can add your vote to our feature request list

Would any of these work for you?

Best,
[Your Name]

Escalation Templates

16. Escalating to a Specialist

Hi [Customer Name],

Thank you for your patience. To give you the best possible assistance, I'm escalating your case to our [specialist team/senior support].

Here's what to expect:
- A specialist will contact you within [timeframe]
- Your case reference: [number]
- All the information you've provided has been forwarded

Is there anything else I can help with in the meantime?

[Your Name]

17. Manager Escalation

Hi [Customer Name],

I understand this situation requires additional attention, and I've escalated your case to my manager, [Manager Name].

They will personally review your case and reach out to you within [timeframe] at [contact method].

Thank you for your patience while we work to resolve this.

[Your Name]

Follow-Up Templates

18. Checking In After Resolution

Hi [Customer Name],

I wanted to follow up on the issue you reported [X days ago] about [brief description].

Is everything working as expected now? If you're still experiencing any problems, please let me know and I'll be happy to help further.

Best,
[Your Name]

19. Requesting Feedback

Hi [Customer Name],

I hope your issue has been fully resolved! We'd love to hear about your experience.

Would you mind taking 30 seconds to rate our support? [Survey link]

Your feedback helps us improve and means a lot to our team.

Thank you!
[Your Name]

20. No Response Follow-Up

Hi [Customer Name],

I wanted to check in since I haven't heard back from you regarding [issue].

If you still need assistance, just reply to this email and I'll pick up where we left off. If your issue has been resolved, no action is needed - I'll close this ticket in [X days].

Thanks,
[Your Name]

Closing & Thank You Templates

21. Issue Resolved - Closing Ticket

Hi [Customer Name],

Great news - your issue has been resolved!

Summary:
- Issue: [brief description]
- Resolution: [what was done]

If you have any other questions or need further assistance, don't hesitate to reach out. We're always here to help.

Thank you for choosing [Company Name]!

Best,
[Your Name]

22. Thank You for Patience

Hi [Customer Name],

Thank you so much for your patience while we worked through this. I know it took longer than expected, and I really appreciate your understanding.

Your issue is now resolved: [brief summary of resolution]

If there's anything else I can help with, please let me know.

Best,
[Your Name]

23. Closing with Upsell (Use Sparingly)

Hi [Customer Name],

I'm glad we could help resolve your issue today!

By the way, I noticed you might benefit from [relevant feature/product] which could help you [specific benefit]. If you'd like to learn more, I'd be happy to share some details.

Either way, thanks for being a valued customer!

Best,
[Your Name]

Special Situation Templates

24. Out of Office / Holiday Hours

Hi [Customer Name],

Thank you for contacting [Company Name]. Our team is currently observing [holiday/limited hours] and will return on [date].

For urgent matters, please [alternative contact method].

We'll respond to your message as soon as we're back. Thank you for your patience!

Best,
The [Company Name] Team

25. Service Outage Notification

Hi [Customer Name],

We're aware of the current issue affecting [service/feature] and our team is actively working on a fix.

Current status: [status]
Estimated resolution: [time if known, or "We'll update you as soon as we have more information"]

We apologize for any inconvenience and appreciate your patience. You can check our status page for real-time updates: [status page URL]

[Your Name]

Tips for Using Canned Responses Effectively

Do:

Personalize every response - Always add the customer's name and reference their specific issue
Match the tone - Adjust formality based on your brand and the customer's communication style
Update regularly - Review and refresh templates quarterly
Train your team - Ensure everyone knows when and how to use each template

Don't:

Send without reading first
Use when a personalized response is clearly needed
Forget to fill in all placeholder fields [like this]
Over-automate complex or emotional situations

Manage Canned Responses with SupportBee

Tired of copying and pasting from a document? SupportBee's shared inbox lets you save canned responses as snippets that your entire team can access with one click.

Features:

Save unlimited snippets with rich formatting
Use variables like {{FIRST_NAME}} for automatic personalization
Organize snippets with tags for easy searching
Share across your entire support team

Start your free trial and see how snippets can speed up your response times.

Frequently Asked Questions

What are canned responses in customer service?

Canned responses are pre-written message templates that customer service teams use to quickly reply to common inquiries. They help maintain consistency, reduce response times, and free up agents to focus on complex issues.

How do I personalize canned responses?

Always include the customer's name, reference their specific issue, and adjust the tone to match the situation. Most help desk tools support variables (like {{FIRST_NAME}}) that automatically insert customer details.

When should I NOT use a canned response?

Avoid canned responses for emotionally charged situations, complex technical issues that require investigation, or when a customer explicitly asks to speak with a real person. Use your judgment - if a template doesn't fit, write a custom response.

How often should I update my canned responses?

Review your templates at least quarterly. Update them whenever you notice customers asking follow-up questions that indicate the response wasn't clear, or when your products/policies change.