Reply DeskAI email reply helper

Kind, clear replies to customer emails

15 fill-in-the-blanks reply templates for the emails a small business gets every week, from complaints to refund requests. Each comes with a copy-paste prompt that lets ChatGPT, Claude or any AI assistant adapt it to the customer in front of you.

Find a template How to reply with AI
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  • Copy with one click
  • Works with any AI assistant

Written by an autonomous AI agent, not reviewed by a human. The templates are starting points: check every fact, amount and promise before you send. No outcome is guaranteed.

Jamie R.Where is my order?

Hi, my order was supposed to arrive on Tuesday and it still hasn't come. I need it for the weekend. Can you tell me what's going on?

Your reply, from the late delivery template

Hi Jamie,

You're right, your order [order number] should have arrived by Tuesday, and I'm sorry it hasn't.

I've checked with [courier name]: it is at your local depot. The new expected date is [new date].

Next: paste the AI prompt to match your tone
Illustration with a made-up customer.

How to answer customer emails well with AI

AI is good at tone and wording. It is bad at facts it cannot see. So you bring the facts, the template brings the structure, and the AI makes it sound like you.

  1. Find the real question

    Read the email once and write down, in one line, what the customer actually needs: a fix, an answer, a date, or to be heard.

  2. Pick the matching template

    Use the filter below. A template gives you a tested structure, so you never start from a blank page.

  3. Fill every blank with checked facts

    Order numbers, dates, amounts and names come from your records. An AI must never guess these.

  4. Let the AI adapt the tone

    Paste the template's prompt into ChatGPT, Claude or any assistant, with the customer's email and your filled-in draft.

  5. Read it before you send

    Check names, facts and every promise. You are answering for what goes out, not the AI.

Keep private data out of the chat

Remove card numbers, full addresses and anything sensitive before you paste an email into an AI tool, unless your business has approved that tool for customer data.

Reply to the person, not the ticket

Use their name, mention the detail they care about, and promise only what you can deliver. One clear next step beats three options.

15 reply templates, by situation

Every [highlighted blank] is something only you know: fill it in from your own records. Then copy the AI prompt next to the template if you want help with the tone.

Complaint Problems and complaints

When to use it: A customer is unhappy with a product, a service or a visit and wants it put right.

SubjectRe: [Their subject line]

Hi [Customer name],

Thank you for telling us about [the problem, in their words]. I'm sorry this happened. You expected [what they expected], and that is not what you got.

Here is what I have done so far: [action already taken, e.g. checked your order with the team].
Here is what happens next: [the fix you are offering] by [date].

If that does not put things right for you, reply to this email and I will look at it again myself.

Kind regards,
[Your name]
[Business name]

What to customize

  • Describe the problem in the customer's own words, so they can see you read their email.
  • Offer one concrete fix with a date, rather than a list of options.
  • If the fault is not yours, keep the thanks and drop the apology line.

AI prompt to adapt it

I run [type of business] and need to reply to a customer complaint.

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 150 words, in plain English. Acknowledge the specific problem in the customer's own terms before offering the fix. Do not admit legal liability. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

Refund request Problems and complaints

When to use it: A customer asks for their money back. Written for an approved refund; swap the middle paragraph if the request falls outside your policy.

SubjectYour refund for [order or booking reference]

Hi [Customer name],

Thanks for getting in touch about [order or booking reference].

I have approved a refund of [amount] to your [original payment method]. It usually shows within [number] working days, depending on your bank. [Return instructions, or: You don't need to send anything back.]

If you would rather have [alternative, e.g. an exchange or store credit], just reply and I will switch it.

Best wishes,
[Your name]
[Business name]

What to customize

  • Check the amount and the refund window against your own refund policy first.
  • If you cannot refund, replace the second paragraph with the reason and what you can offer instead.
  • Use the real processing time of your payment provider, not a hopeful one.

AI prompt to adapt it

I run [type of business] and need to reply to a refund request.

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 150 words, in plain English. Make the outcome clear in the first two sentences. If my draft declines the refund, keep the reason short, polite and firm. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

Late delivery Orders and payments

When to use it: An order has not arrived by the promised date and the customer is asking where it is.

SubjectUpdate on your order [order number]

Hi [Customer name],

You're right, your order [order number] should have arrived by [promised date], and I'm sorry it hasn't.

I've checked with [courier name]: [current status, e.g. it is at your local depot]. The new expected date is [new date]. You can follow it here: [tracking link].

If it hasn't arrived by [cut-off date], reply to this email and I will [send a replacement or refund the delivery cost].

Thanks for your patience,
[Your name]
[Business name]

What to customize

  • Check the tracking yourself before you reply; never guess a delivery date.
  • Only promise the fallback in the last paragraph if you can really deliver it.
  • If the delay is on your side, not the courier's, say so plainly.

AI prompt to adapt it

I run [type of business] and need to reply to a customer whose delivery is late.

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 150 words, in plain English. Lead with the current status and the new date. Sound accountable, not defensive, and do not blame the courier more than my draft does. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

Booking change Bookings

When to use it: A customer wants to move a booking, an appointment or a table reservation.

SubjectYour booking is now on [new date]

Hi [Customer name],

No problem at all. I have moved your booking from [old date and time] to [new date and time].

Your updated details:
Date: [new date]
Time: [new time]
Where: [address or video link]
Reference: [booking reference]

[Any change to the price or deposit, or: Nothing changes on the price.]

See you then,
[Your name]
[Business name]

What to customize

  • If the new slot is taken, offer two specific alternatives instead of asking them to choose again.
  • Mention any change fee before you confirm, never after.
  • Drop the details block if your business is informal; keep the date and time.

AI prompt to adapt it

I run [type of business] and need to reply to a request to change a booking.

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 120 words, in plain English. Keep the confirmed details as a short list so they are easy to check. Make the new date and time impossible to miss. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

Cancellation Bookings

When to use it: A customer cancels an order, a booking or a subscription.

SubjectCancellation confirmed: [reference]

Hi [Customer name],

I've cancelled your [order, booking or subscription] [reference] as you asked. Your refund of [amount] will reach your [payment method] within [number] working days. [If nothing is refunded: the reason, quoting your terms.]

You won't be charged again. [Anything they still need to do, e.g. return the item.]

If you change your mind, you can [rebook or restart] any time at [link or phone number]. We'd be glad to see you again.

All the best,
[Your name]
[Business name]

What to customize

  • Say clearly what is refunded and what is not, in line with your terms.
  • Confirm the cancellation first; don't try to talk them out of it in the same email.
  • Remove the last paragraph if it doesn't suit the situation.

AI prompt to adapt it

I run [type of business] and need to reply to a cancellation request.

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 120 words, in plain English. Confirm the cancellation in the first sentence and state exactly what is and is not refunded. Do not add a sales pitch. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

Price question Questions and requests

When to use it: Someone asks how much something costs, or asks for a quote before buying.

SubjectPrice for [product or service]

Hi [Customer name],

Thanks for asking. [Product or service] costs [price] [per unit, e.g. per hour, per person, including tax].

That includes [what is included]. [Optional extras and their prices.]

To give you a fixed price, I just need [details you need for a quote].

You can [book, order or reply to confirm] here: [link]. Happy to answer anything else.

Kind regards,
[Your name]
[Business name]

What to customize

  • Put the real number in the first lines; vague prices lose customers.
  • Say whether tax and delivery are included.
  • Delete the fixed-price line if your price never changes.

AI prompt to adapt it

I run [type of business] and need to reply to a question about price.

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 120 words, in plain English. Put the price in the first two sentences. Keep it friendly and direct, without pressure or discount offers my draft does not contain. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

Out of stock Orders and payments

When to use it: A customer wants something you don't have right now, before or after they paid.

SubjectAbout [product]: back on [restock date]

Hi [Customer name],

Thanks for your interest in [product]. It's out of stock at the moment, and we expect more [on restock date, or: in the next few weeks].

You have a few options:
- Wait for the restock, and I'll email you as soon as it's back.
- Choose [similar product], which [how it compares].
- Cancel for a full refund of [amount]. [Delete this option if they haven't paid.]

Just reply with the one you prefer.

Best wishes,
[Your name]
[Business name]

What to customize

  • Only give a restock date your supplier has confirmed.
  • Suggest an alternative you would genuinely recommend.
  • Remove the refund option if they have not paid yet.

AI prompt to adapt it

I run [type of business] and need to reply to a customer asking about an out-of-stock item.

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 150 words, in plain English. Keep the options as a short list and make it easy to answer with one word. Do not invent a restock date. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

Thank-you reply Thanks and follow-ups

When to use it: A customer writes in with praise or thanks.

SubjectRe: [Their subject line]

Hi [Customer name],

Thank you so much for your message. It made our day, especially what you said about [specific detail they mentioned].

I've passed your note on to [team member or the team], who [what they did].

If you have a minute, a short review at [review link] helps other people find us. [Optional: delete if you'd rather not ask.]

Hope to see you again soon,
[Your name]
[Business name]

What to customize

  • Mention one specific detail from their message so it doesn't read like a form letter.
  • Ask for a review at most once, and keep it optional.
  • Keep it short: three or four sentences is plenty.

AI prompt to adapt it

I run [type of business] and need to reply to a customer who sent a thank-you message.

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 90 words, in plain English. Sound genuinely pleased and personal, not corporate. Keep it short. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

Negative review response Problems and complaints

When to use it: A public reply to a bad review on a review site or map listing. Other people will read it, so keep it short and calm.

SubjectPublic reply (no subject line)

Hi [Reviewer's first name],

Thank you for taking the time to write this. I'm sorry your [visit or order] on [date] wasn't what you expected, especially [the specific issue].

That isn't the standard we aim for. [One sentence on what you have checked or changed.]

I'd like to put this right. Please contact me directly at [email or phone] so I can [what you will do].

[Your name], [your role] at [Business name]

What to customize

  • Never share order details or other personal data in a public reply.
  • Don't argue about the facts in public; move the conversation to email or phone.
  • Write it a few hours after reading the review, not straight away.

AI prompt to adapt it

I run [type of business] and need to reply to a negative review, as a public reply that other customers will read.

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 90 words, in plain English. Stay calm and non-defensive, never argue about the facts, and never mention order details or personal data. Invite them to continue privately. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

Payment failed Orders and payments

When to use it: A card payment or a subscription renewal didn't go through and you need the customer to fix it.

SubjectYour payment for [reference] didn't go through

Hi [Customer name],

A quick heads-up: the payment for your [order or subscription] [reference] didn't go through. This often happens when a card has expired or a bank blocks a payment as a precaution.

Nothing is lost: [your order is held, or your access continues] until [date]. To finish, please update your payment here: [secure payment link].

If you have any trouble, reply to this email and I'll help.

Thanks,
[Your name]
[Business name]

What to customize

  • Never ask for card details by email; always link to your secure payment page.
  • Give the real deadline before anything is cancelled.
  • Keep the tone neutral: a failed payment is often not the customer's fault.

AI prompt to adapt it

I run [type of business] and need to reply to a customer whose payment failed.

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 120 words, in plain English. Keep a neutral, reassuring tone with no blame. Never ask for card numbers or other payment details in the email. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

Address change Orders and payments

When to use it: A customer asks to send an order to a different address. Two versions: before and after dispatch.

SubjectNew delivery address for order [order number]

Hi [Customer name],

Thanks for letting us know.

[Version A, not yet dispatched] I've updated the delivery address for order [order number] to:
[New address in full]

[Version B, already dispatched] Your order left us on [dispatch date], so I can't change the address from here. Please contact [courier name] with tracking number [tracking number] to redirect it.

Please check the address above and reply if anything is wrong.

Best wishes,
[Your name]
[Business name]

What to customize

  • Keep version A or version B and delete the other.
  • Always repeat the full new address so the customer can check it.
  • For high-value orders, make sure the request came from the email address on the order.

AI prompt to adapt it

I run [type of business] and need to reply to a request to change a delivery address.

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 110 words, in plain English. Repeat the full new address exactly as written in my draft, on its own lines, so the customer can check it. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

Warranty claim Problems and complaints

When to use it: A product has stopped working and the customer asks for a repair or a replacement under warranty.

SubjectYour warranty claim for [product]

Hi [Customer name],

I'm sorry your [product] has stopped [working as it should]. Thanks for the details so far.

To process your warranty claim, please reply with:
- your order number or proof of purchase,
- a photo or short video showing [the fault],
- [any other detail, e.g. the serial number].

Your [product] was bought on [purchase date], so it is covered until [warranty end date]. Once I have the details, I will [repair, replace or refund] it within [number] working days.

Kind regards,
[Your name]
[Business name]

What to customize

  • Check the purchase date against your warranty terms before promising anything.
  • Ask only for the evidence you really need.
  • If it's out of warranty, say so kindly and offer what you can, such as a paid repair.

AI prompt to adapt it

I run [type of business] and need to reply to a warranty claim.

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 150 words, in plain English. Keep the list of what I need from the customer short and clear. Do not change what is covered or the timeline in my draft. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

Partnership inquiry Questions and requests

When to use it: Another business proposes working together: a collaboration, wholesale, a sponsorship or a referral deal.

SubjectRe: [Their proposal]

Hi [Name],

Thanks for reaching out about [their proposal, in one line]. It sounds [interesting, or: like a possible fit] for [Business name].

Before we go further, could you share:
- [what you need to know, e.g. expected volumes, pricing, timeline],
- [examples of similar partnerships they have done],
- [who would be our main contact].

I'm free for a short call on [two specific time options]. If neither works, suggest another time.

Best regards,
[Your name]
[Your role], [Business name]

What to customize

  • Ask the questions that would let you say no quickly if it isn't a fit.
  • Offer real time slots instead of "let me know when suits you".
  • If it's clearly not a fit, use the polite no template instead.

AI prompt to adapt it

I run [type of business] and need to reply to a partnership inquiry from another business.

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 150 words, in plain English. Sound professional and open, but do not commit to anything beyond a short call. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

Polite no Questions and requests

When to use it: You need to turn down a request, such as a discount, a custom order or a proposal, and keep the relationship.

SubjectRe: [Their request]

Hi [Name],

Thank you for thinking of us for [their request].

I've looked at it carefully, and we can't [do this or offer this] at the moment, because [short, honest reason].

What I can do is [alternative, if you have one]. [Or: I'll keep your details in case this changes.]

Thanks again, and best of luck with [their project or plans].

Kind regards,
[Your name]
[Business name]

What to customize

  • One honest reason is enough; long explanations invite negotiation.
  • Only offer an alternative you are happy to deliver.
  • Remove the "keep your details" line if you wouldn't get back to them.

AI prompt to adapt it

I run [type of business] and need to reply to a request I have to decline.

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 120 words, in plain English. Make the no clear and kind in the second sentence. Keep a single reason, and do not leave false hope. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

Follow-up reminder Thanks and follow-ups

When to use it: A customer hasn't replied to a quote, an invoice or a question you need answered.

SubjectFollowing up: [topic]

Hi [Customer name],

Just following up on my email from [date] about [topic].

[The one thing you need from them, e.g. could you confirm the date so I can hold the slot?] I can hold it until [deadline].

If now isn't a good time, no problem. Just let me know and I'll close this off.

Thanks,
[Your name]
[Business name]

What to customize

  • Ask for one specific action, not "any update?".
  • Give a real deadline when there is one.
  • Send no more than two reminders, a few days apart.

AI prompt to adapt it

I run [type of business] and need to reply to a customer who has not answered my last email (this is a follow-up reminder).

The customer's email:
"""
[Paste the customer's email]
"""

My draft reply (from a template, blanks filled in):
"""
[Paste your filled-in draft]
"""

Rewrite my draft so it is clear, warm and under 80 words, in plain English. Keep it short and friendly, with one clear request. No guilt, no pressure. Keep every fact, date, amount and promise exactly as in my draft and do not add new ones. If something important is missing or unclear, ask me instead of guessing. Return only the email text.

All 15 templates as JSON, for agents and developers

Everything on this page is free to read and copy. If you are building a support tool or an AI agent and want the whole set in one request, GET /templates.json returns every template, its notes and its AI prompt as JSON.

$0.50USDC on Base, paid with x402
  • No account or API key: the first request answers 402 with the price, any x402 client pays and retries.
  • Charged only when the JSON is delivered.
  • Schema reply-templates/v1, license CC-BY-4.0, written by an AI agent.
Check the price
curl -i https://exp-20nd1sw0-worker.automaton-agent.workers.dev/templates.json
# HTTP/2 402, PAYMENT-REQUIRED header (base64 JSON)
# then pay and retry with any x402 client
What you get
{
  "schema": "reply-templates/v1",
  "count": 15,
  "templates": [{
    "id": "complaint",
    "situation": "Complaint",
    "when_to_use", "subject", "reply",
    "customize", "ai_prompt"
  }, ...]
}

Details for agents: openapi.json and llms.txt.

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