Customer support snippet templates

Good support replies are consistent, warm and specific. These templates give you all three, with fill-in fields for the parts that change. They are included as a starter pack in PhraseBolt.

Openers

;hi — greeting

Hi {Customer first name},

Thanks for reaching out! {cursor}

;sorry — delay apology

Sorry for the slow reply, {Customer first name} — we’ve had a higher volume than usual. {cursor}

Orders & shipping

;shipped — order shipped

Good news — order {text:Order number} shipped today. Tracking: {text:Tracking link}
Estimated delivery: {date:dddd, MMM D +3bd}.

;addr — confirm address

Could you confirm the shipping address for order {text:Order number}? We want to be sure it reaches you.

Billing

;refund — refund issued

I’ve issued a refund of {text:Amount=$0.00}. It usually appears within 5–10 business days (by {date:MMM D +10bd}).

;dup — duplicate charge

I can see the duplicate charge on {date:MMM D -1d}. I’ve voided the second one — it will disappear from your statement within a few days.

Troubleshooting

;steps — basic steps

Could you try these steps?

1. Sign out and back in
2. Clear the cache
3. Try a private window

{cursor}

;shot — ask for screenshot

Could you send a screenshot of what you see, and tell me which browser and device you’re on? That helps me reproduce it.

Closing

;close — resolved

Glad we could sort this out! I’ll mark this as resolved. If anything else comes up, just reply to this message.

;fup — no reply follow-up

Hi {Customer first name}, just checking in — did the solution above work for you? If I don’t hear back by {date:dddd +2bd} I’ll close this ticket, but you can reply any time to reopen it.

Writing tips

FAQ

Can I use these without PhraseBolt?
Yes — copy them anywhere. In PhraseBolt the placeholders become a fill-in form and dates calculate themselves.

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