60+ canned response examples (free template pack)

A canned response is a saved reply you reuse for a question you answer all the time. Refund requests, password resets, “is this down for anyone else?” Instead of writing the same paragraph for the hundredth time, you drop in a template and tweak the details.

Used well, they save hours and keep your support voice consistent. Used badly, they sound like a robot and make customers feel like a number. The difference comes down to one habit: treat the template as a starting point, not the finished reply. Swap in the person’s name, reference their actual issue, and cut anything that doesn’t apply. A thirty-second edit is what separates “fast and human” from “obviously a macro.”

Below are 60+ examples you can copy, grouped by the situation you’ll use them in. Steal them, edit them, make them yours.

How to use these (the 30-second rule)

Three things turn a template into a good reply:

1. Personalise the open. Use their name and name their problem in the first line, so they know you read the message.
2. Keep the placeholders honest. A {{order_number}} you forgot to fill in is worse than no template at all. Read before you send.
3. Match the energy. A frustrated customer doesn’t want a chirpy macro. Trim the exclamation marks and lead with the fix.

Greetings & acknowledgements

First reply / we got it

Hi {{first_name}}, thanks for reaching out. I’ve got your message and I’m looking into it now. I’ll follow up within {{time_frame}} with an update.

We’re on it

Hi {{first_name}}, good news, this is something we can sort out. Give me a little time to {{action}} and I’ll come straight back to you.

Need a bit more info

Hi {{first_name}}, happy to help with this. To get to the bottom of it quickly, could you send me {{specific_detail}}? Once I have that I can take the next step.

Confirming we understood

Just to make sure I’ve got this right, {{restate_the_issue}}. Is that correct? If so, here’s what I’d suggest next.

Warm welcome (new customer)

Welcome aboard, {{first_name}}! Great to have you with {{company}}. If anything looks confusing as you get set up, reply here and a real person (me) will help.

Account & login issues

Password reset

Hi {{first_name}}, you can reset your password here: {{reset_link}}. The link is good for {{time_frame}}. If it’s expired by the time you click, just request a new one from the sign-in page and it’ll send a fresh link.

Can’t log in

Sorry you’re locked out, {{first_name}}. Let’s fix it. First, try resetting your password here: {{reset_link}}. If you’re still stuck after that, tell me the email you sign in with and any error message you see, and I’ll check things from my side.

Account locked

Hi {{first_name}}, your account was temporarily locked after a few failed sign-in attempts, which is an automatic security step. I’ve unlocked it now. You should be able to log in within a few minutes.

Wrong email on file

No problem, {{first_name}}. I can update the email on your account from {{old_email}} to {{new_email}}. Can you confirm that’s right? Once you reply I’ll make the change and send you a confirmation.

Two-factor trouble

Hi {{first_name}}, two-factor issues are usually a clock-sync problem on the authenticator app. Try {{specific_step}}. If that doesn’t do it, I can reset 2FA on your account after a quick identity check.

Deleting an account

Hi {{first_name}}, I can delete your account and the data tied to it. Before I do, two things to flag: {{consequence_1}} and {{consequence_2}}. If you’re happy to go ahead, reply “confirm” and I’ll take care of it.

Billing, payments & refunds

Refund approved

Hi {{first_name}}, your refund of {{amount}} is approved and on its way back to your {{payment_method}}. It usually takes {{time_frame}} to land, depending on your bank. You’ll see it as a credit from {{company}}.

Refund declined (gently)

Hi {{first_name}}, thanks for your patience. I looked into this carefully, and because {{reason}} I’m not able to process a refund here. I know that’s not what you were hoping for. What I can do is {{alternative}}, if that helps.

Charged twice

Hi {{first_name}}, you’re right, I can see two charges of {{amount}} on {{date}}. The second is a duplicate and I’ve refunded it. It should reappear in your account within {{time_frame}}. Sorry for the scare.

Card declined

Hi {{first_name}}, it looks like your last payment didn’t go through, usually a card expiry or a bank block rather than anything on your end. You can update your card here: {{billing_link}}. Once it’s in, I’ll retry the charge.

Invoice request

Hi {{first_name}}, here’s the invoice for {{period}}: {{invoice_link}}. If you need the billing name or VAT details changed, send me the exact wording and I’ll reissue it.

Upgrade help

Hi {{first_name}}, happy to help you move to {{plan}}. You can upgrade in a click here: {{upgrade_link}}, and the change takes effect right away. You’ll only be charged the prorated difference for the rest of this cycle.

Pause instead of cancel

Hi {{first_name}}, before you cancel, you might not know we can pause your subscription for up to {{time_frame}}. You keep your data and pick up where you left off. Want me to set that up instead?

Pricing question

Hi {{first_name}}, good question. {{plan}} is {{price}} and includes {{key_features}}. The main difference from {{other_plan}} is {{difference}}. Happy to walk through which fits your setup if you tell me a bit about how you’ll use it.

Shipping & orders

Order confirmed

Hi {{first_name}}, your order {{order_number}} is confirmed and being prepared. I’ll send tracking as soon as it ships, which should be by {{date}}.

Where’s my order

Hi {{first_name}}, let me check on {{order_number}}. It’s currently {{status}} and the latest tracking shows {{tracking_detail}}. Here’s the live link: {{tracking_link}}. If it hasn’t moved by {{date}}, reply here and I’ll chase the carrier.

Delayed shipment

Hi {{first_name}}, I’m sorry, your order {{order_number}} is running late because of {{reason}}. The new estimated delivery is {{date}}. I completely understand the frustration. If you’d rather not wait, I can {{alternative}}.

Wrong item received

Hi {{first_name}}, that’s our mistake and I’m sorry. I’m sending the correct {{item}} now at no charge, and you don’t need to return the wrong one. Expect it by {{date}}.

Return request

Hi {{first_name}}, no problem, here’s how to return {{item}}: {{return_steps}}. Once it’s on its way, send me the tracking and I’ll start your {{refund_or_replacement}}.

Out of stock

Hi {{first_name}}, {{item}} is out of stock right now, with more expected around {{date}}. I can hold one for you and ship it the moment it lands, or refund you today. Which would you prefer?

Technical issues & bug reports

Acknowledging a bug

Hi {{first_name}}, thanks for flagging this, and sorry it’s getting in your way. I’ve reproduced the issue and passed it to our team. I’ll update you here as soon as there’s a fix or a workaround.

Asking for steps to reproduce

Hi {{first_name}}, to help me track this down, could you tell me: what you were doing when it happened, what you expected, and what actually happened? A screenshot or screen recording is gold if you can grab one.

Known issue

Hi {{first_name}}, you’ve hit a known issue we’re actively working on. In the meantime, this workaround does the trick for most people: {{workaround}}. I’ll let you know the moment the proper fix ships.

Fixed, please confirm

Hi {{first_name}}, the fix for {{issue}} is now live. Could you try again and let me know it’s working for you? If anything’s still off, reply here and I’ll reopen it straight away.

It’s working as intended

Hi {{first_name}}, I looked into this, and {{feature}} is actually behaving the way it’s meant to: {{explanation}}. I can see why it was confusing though. Here’s how to get the result you’re after: {{guidance}}.

Escalating to engineering

Hi {{first_name}}, this one’s beyond a quick fix, so I’ve escalated it to our engineers with all your details. These can take a little time. I’ll personally keep you posted rather than leave you wondering.

Feature requests

Thanks for the idea

Hi {{first_name}}, I love this idea, and you’re not the first to ask. I’ve added your vote to the request for {{feature}}. I can’t promise a date, but knowing real customers want it is exactly how we decide what to build.

Already on the roadmap

Hi {{first_name}}, good news, {{feature}} is already on our roadmap. I’ve tagged your account so I can ping you the moment it’s available.

Not planned (honest)

Hi {{first_name}}, thanks for suggesting {{feature}}. I’ll be straight with you: it’s not something we’re planning right now, because {{reason}}. If enough people ask, that can change, so I’ve logged your request.

Workaround for now

Hi {{first_name}}, we don’t have {{feature}} yet, but you can get close with {{workaround}}. It’s not perfect, but it should hold you over while the real thing is in the works.

Complaints & frustrated customers

Sincere apology

Hi {{first_name}}, I’m genuinely sorry about {{issue}}. That’s not the experience we want you to have, and I understand why you’re frustrated. Here’s what I’m doing to put it right: {{action}}.

De-escalation

Hi {{first_name}}, you have every right to be annoyed, and I appreciate you telling me directly. Let’s fix this together. First, {{first_step}}. I’ll stay on it with you until it’s sorted.

Service outage

Hi {{first_name}}, you’re right that {{service}} was down between {{start}} and {{end}}. The cause was {{reason}} and it’s now resolved. I’m sorry for the disruption. Here’s what we’re doing to stop it happening again: {{prevention}}.

Owning a mistake

Hi {{first_name}}, this was on us, and I won’t pretend otherwise. {{what_went_wrong}}. I’ve {{fix}} and, to make up for the hassle, {{goodwill_gesture}}.

When you can’t give them what they want

Hi {{first_name}}, I’ve thought about this and I want to be honest rather than string you along: I’m not able to {{request}}, because {{reason}}. I know that’s disappointing. What I can offer is {{alternative}}.

Following up after a rough experience

Hi {{first_name}}, I wanted to check in after the trouble you had with {{issue}}. Is everything running smoothly now? If anything’s still bothering you, I’d rather hear it than have you put up with it.

Cancellations & churn

Cancellation confirmed

Hi {{first_name}}, your subscription is cancelled and you won’t be charged again. You’ll keep access until {{date}}. No hard feelings at all, and the door’s always open if you come back.

Asking why (lightly)

Hi {{first_name}}, all done, you’re cancelled. If you have a spare moment, I’d really value knowing what tipped you toward leaving. One line is plenty, and it genuinely shapes what we fix.

Win-back offer

Hi {{first_name}}, sorry to see you go. Before you do, would {{offer}} change the maths for you? No pressure either way, I just didn’t want to let you leave without asking.

Downgrade instead

Hi {{first_name}}, if cost is the issue, you don’t have to leave entirely. {{lower_plan}} keeps the essentials at {{price}}. Want me to switch you to that instead of cancelling?

Data export on the way out

Hi {{first_name}}, of course you can take your data. Here’s how to export everything before your access ends: {{export_steps}}. Shout if you’d like a hand with it.

Follow-ups & closing tickets

Checking it’s resolved

Hi {{first_name}}, just circling back, did {{solution}} sort things out? If you’re all set I’ll close this off, and if not I’m right here.

No reply nudge

Hi {{first_name}}, I haven’t heard back, so I’ll assume you’re sorted for now and close this. If the issue pops up again, reply to this email and it’ll come straight back to me, no need to start over.

Closing with a thank you

Hi {{first_name}}, glad that’s working now. I’ll close this one out. Thanks for your patience while we got there, and don’t hesitate to reach out next time.

Reopening on request

Hi {{first_name}}, no problem at all, I’ve reopened your ticket. Let’s pick up where we left off: {{recap}}.

Long-running issue update

Hi {{first_name}}, quick update even though it’s not fully fixed yet: {{progress}}. I didn’t want you sitting in silence. Next step is {{next_step}}, and I’ll be back by {{date}}.

Handing off to a teammate

Hi {{first_name}}, {{colleague}} knows this area better than I do, so I’ve brought them in. They’ve got the full thread, so you won’t have to repeat anything.

Delays, holding replies & out of office

Holding reply (still working on it)

Hi {{first_name}}, I’m still on this, I just don’t have the full answer yet. I didn’t want to leave you hanging. I expect to have something concrete for you by {{date}}.

Higher-than-usual volume

Hi {{first_name}}, thanks for your patience, we’re seeing more messages than usual right now so replies are a little slower. I’ve got yours in the queue and I’ll get to it as fast as I can.

Out of office (auto-reply)

Thanks for your email. I’m away until {{date}} with limited access. I’ll reply as soon as I’m back. For anything urgent, {{alternative_contact}}.

Weekend / after hours

Hi {{first_name}}, thanks for reaching out. You’ve caught us outside working hours, but I’ve seen this and I’ll dig in first thing on {{date}}.

Waiting on a third party

Hi {{first_name}}, small update: this depends on {{third_party}}, and I’m waiting on them. I’m chasing it, and I’ll let you know the second I hear back.

Thanks, reviews & feedback

Simple thank you

Hi {{first_name}}, thank you, this kind of message genuinely makes our day. Glad {{product}} is working well for you.

Asking for a review

Hi {{first_name}}, so glad you’re happy with {{product}}! If you have two minutes, a quick review here would mean a lot to a small team like ours: {{review_link}}. Totally optional, no worries if not.

Responding to praise for a teammate

Hi {{first_name}}, I passed your kind words on to {{colleague}}, who was thrilled. Thank you for taking the time, it really does land.

Feedback survey

Hi {{first_name}}, we’re always trying to get better. If you’re up for it, this 2-minute survey helps us a lot: {{survey_link}}. Your honest take is the useful kind.

Referral thank you

Hi {{first_name}}, I heard you sent {{referral_name}} our way, thank you! Word of mouth means everything to us. {{reward_if_any}}

Saying no & out of scope

Politely out of scope

Hi {{first_name}}, I wish I could help with this one, but {{request}} sits outside what we do. What I can point you to is {{alternative_resource}}, which should get you there.

Not on this plan

Hi {{first_name}}, {{feature}} is part of {{plan}} rather than your current one. If it’d be useful, here’s what upgrading looks like: {{upgrade_link}}. Happy to talk it through.

Can’t share that info

Hi {{first_name}}, I understand why you’re asking, but I’m not able to share {{info}} for {{reason}} (usually privacy or security). What I can tell you is {{what_you_can_share}}.

Referring elsewhere

Hi {{first_name}}, this is a bit outside our lane, and rather than guess I’d point you to {{better_resource}}. They’ll steer you right.

Get the full pack (60+ templates, editable)

The examples above are the greatest hits. The downloadable pack has the full set, organised by category and ready to paste into your help desk, with the placeholders already marked so you can find-and-replace in seconds. It’s free.

Make your canned responses actually save time

Templates only help if they’re where you need them, when you’re replying. A folder of docs you have to dig through defeats the point. Keep them attached to the inbox you work out of, so the right reply is one click from the conversation.

If you’re rethinking the inbox itself, that’s worth doing alongside this. Our guide to the best Help Scout alternatives for startups walks through the tools that turn support email into tidy, answerable tickets, several of which let you save and reuse replies like the ones above.