Communication Templates

Copy-paste email templates for common support scenarios

Categories
dispute

Dispute - Evidence Request

Request evidence from vendor for chargeback defense

Subject:

Urgent: Dispute Evidence Needed

Body:

Hello [Vendor Name], A customer has filed a dispute for: Order ID: [Order ID] Product: [Product Name] Please provide any evidence you have (delivery logs, communication, screenshots) within 24 hours. This will help us defend the dispute with Stripe. Thank you, Compliance Team

Placeholders to fill:

Vendor NameOrder IDProduct Name
dispute

Dispute - Outcome Notification

Notify customer of dispute resolution

Subject:

Update on Your Dispute

Body:

Hello [Customer Name], We've received an update from Stripe regarding your dispute for [Product Name]. Outcome: [Dispute Outcome] Details: [Stripe Summary] If you have questions, we're here to help. Support Team

Placeholders to fill:

Customer NameProduct NameDispute OutcomeStripe Summary
general

Apology for Delay

Generic apology for support delays

Subject:

Thank You for Your Patience

Body:

Hello [Customer Name], We apologize for the delay in resolving your issue. Our team is actively working on it and will update you shortly. Thank you for your understanding, Support Team

Placeholders to fill:

Customer Name
general

Issue Resolved

Confirm issue resolution to customer

Subject:

Your Issue Has Been Resolved

Body:

Hello [Customer Name], We're happy to let you know that your issue with [Product Name] has been resolved. If anything else comes up, we're here to help. Best regards, Support Team

Placeholders to fill:

Customer NameProduct Name
physical goods

Lost Package

Acknowledge missing shipment and initiate investigation

Subject:

We're Investigating Your Missing Package

Body:

Hello [Customer Name], We're sorry to hear you haven't received your order. We've contacted the vendor and the carrier to investigate the issue. If the package cannot be located, we will issue a replacement or refund. We'll update you within 48 hours. Thank you, Support Team

Placeholders to fill:

Customer Name
physical goods

Shipping Delay

Notify customer of shipping delay

Subject:

Update on Your Order

Body:

Hello [Customer Name], We wanted to update you on your order for [Product Name]. The vendor has reported a short delay in shipping. Your package is expected to ship by [New Date]. We'll send tracking information as soon as it's available. Thank you for your patience, Support Team

Placeholders to fill:

Customer NameProduct NameNew Date
provisioning

Provisioning Failure - Customer

Notify customer of provisioning delay

Subject:

We're Working on Your App Access

Body:

Hello [Customer Name], Thank you for your purchase of [App Name]. We're currently experiencing a delay activating your access. Our team is working with the vendor to complete your setup. We'll notify you as soon as your access is ready. Thank you for your patience, Support Team

Placeholders to fill:

Customer NameApp Name
provisioning

Provisioning Success

Confirm successful app activation

Subject:

Your App Access Is Ready

Body:

Hello [Customer Name], Great news — your access to [App Name] is now active. You can log in here: [App Login URL] If you need help getting started, just let us know. Best, Support Team

Placeholders to fill:

Customer NameApp NameApp Login URL
provisioning

Provisioning Failure - Vendor

Escalate provisioning failure to vendor

Subject:

Urgent: Provisioning Failure for Customer

Body:

Hello [Vendor Name], We're reaching out regarding a provisioning failure for: Customer: [Customer Email] Product: [App Name] Order ID: [Order ID] Your provisioning endpoint returned an error or did not respond. Please investigate and confirm when the customer can be activated. Thank you, Vendor Success Team GLOBAL ZANREFSI LLC

Placeholders to fill:

Vendor NameCustomer EmailApp NameOrder ID
refund approved

Refund Approved - Digital Product

When a refund for a digital product has been approved

Subject:

Your Refund Has Been Processed

Body:

Hello [Customer Name], We've reviewed your request and processed a refund for your purchase of [Product Name]. Your refund has been issued back to your original payment method. Depending on your bank, it may take 5–10 business days to appear on your statement. Access to the product has now been removed. If you need anything else, we're here to help. Thank you, Support Team GLOBAL ZANREFSI LLC

Placeholders to fill:

Customer NameProduct Name
refund approved

Refund Approved - Subscription

When a subscription refund has been approved

Subject:

Your Subscription Refund Has Been Completed

Body:

Hello [Customer Name], Your refund for [App Name] has been completed. Your subscription has been canceled and access has been revoked. If you were charged multiple times, all duplicate charges have been refunded. Let us know if you'd like help choosing an alternative app. Best regards, Support Team

Placeholders to fill:

Customer NameApp Name
refund denied

Refund Denied - Service Completed

When service has been completed and refund cannot be approved

Subject:

Refund Request Decision

Body:

Hello [Customer Name], We've reviewed your request regarding [Service Name]. According to the vendor's delivery records, the service has been completed. Because the service was delivered as agreed, we're unable to issue a refund. If you believe there's been a misunderstanding, please reply with additional details and we'll re-evaluate. Thank you, Support Team

Placeholders to fill:

Customer NameService Name
refund denied

Refund Denied - Policy Based

Standard policy-based refund denial

Subject:

Refund Request Update

Body:

Hello [Customer Name], Thank you for your request. After reviewing your order for [Product Name], we're unable to issue a refund because: • The product was successfully delivered • Our policy does not allow refunds for digital goods once accessed If you experienced a technical issue, we're happy to help resolve it. Thank you for understanding, Support Team

Placeholders to fill:

Customer NameProduct Name
service delivery

Service Completed Confirmation

Confirm service completion

Subject:

Your Service Has Been Completed

Body:

Hello [Customer Name], The vendor has confirmed that your service [Service Name] has been completed. If you have any questions or concerns about the delivery, please reply to this message and we'll be happy to assist. Thank you, Support Team

Placeholders to fill:

Customer NameService Name
service delivery

Service Delay - Vendor Status

Follow up on delayed service delivery

Subject:

Update on Your Service Request

Body:

Hello [Customer Name], We're following up on your service order for [Service Name]. We've reached out to the vendor for an update and are awaiting their response. If we don't hear back within 24 hours, we'll take further action on your behalf. Thank you for your patience, Support Team

Placeholders to fill:

Customer NameService Name
vendor

Vendor Warning - High Refund Rate

Alert vendor about high refund rate

Subject:

Action Required: High Refund Rate Detected

Body:

Hello [Vendor Name], We've noticed an unusually high refund rate on your recent orders. To ensure a positive customer experience, please review your product listings and delivery processes. If the issue continues, your products may be temporarily paused. Let us know if you need assistance. Vendor Success Team

Placeholders to fill:

Vendor Name
vendor

Vendor Suspension

Notify vendor of account suspension

Subject:

Vendor Account Temporarily Suspended

Body:

Hello [Vendor Name], Your vendor account has been temporarily suspended due to: [Suspension Reason] Please reply to this email to resolve the issue and restore your account. Vendor Success Team

Placeholders to fill:

Vendor NameSuspension Reason