Canned Response Templates

Canned Response Templates

Use these as starting points. Always personalize with the customer's name and specific details.

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Account & Access

1. Password Reset

Hi [Name],

No worries — here's how to reset your password:

1. Go to [login page URL]
2. Click "Forgot Password"
3. Enter the email address associated with your account
4. Check your inbox (and spam folder) for the reset link
5. The link expires in 30 minutes

If you don't receive the email within 5 minutes, let me know and I'll reset it manually for you.

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2. Account Locked

Hi [Name],

Your account was temporarily locked after multiple login attempts. This is a security measure to protect your data.

I've unlocked it for you. You can log in now at [login URL]. If you've forgotten your password, use the "Forgot Password" link to set a new one.

If you didn't make those login attempts, please let me know immediately so we can secure your account.

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3. Two-Factor Authentication Issue

Hi [Name],

I understand you're having trouble with two-factor authentication. Here are your options:

1. If you have backup codes: Use one of your backup codes to log in, then reconfigure 2FA in Settings > Security
2. If you've lost your backup codes: I can disable 2FA on your account after verifying your identity. Please provide: [verification requirements]

For security, I'll need to confirm your identity before making any changes.

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Billing

4. Invoice Request

Hi [Name],

Here's your invoice for [period]:

• Invoice #: [Number]
• Amount: [Amount]
• Date: [Date]
• Status: [Paid / Pending]

You can also download all invoices from your dashboard: Settings > Billing > Invoices.

Let me know if you need anything else!

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5. Subscription Cancellation

Hi [Name],

I've processed your cancellation request. Here's what to expect:

• Your account stays active until: [End of billing period]
• You won't be charged again after [date]
• Your data will be retained for 30 days after the end date, in case you change your mind

We're sorry to see you go. If you'd be willing to share what led to your decision, it helps us improve — but no pressure at all.

If you'd like to come back, you can reactivate anytime from your account settings.

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6. Refund Request — Eligible

Hi [Name],

Your refund has been approved and is being processed now.

• Amount: [Amount]
• Method: [Original payment method]
• Expected arrival: 5-10 business days

You'll receive a confirmation email once the refund is issued. If it doesn't appear in your account after 10 business days, please reach out and I'll follow up with our payment processor.

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7. Refund Request — Not Eligible

Hi [Name],

Thank you for reaching out. I looked into your refund request, and unfortunately it falls outside our refund policy because [reason — e.g., "the 30-day refund window has passed" or "the charges are for usage that has already occurred"].

Here's what I can offer instead:

• [Alternative: credit, discount on renewal, plan downgrade, etc.]

I understand this may not be the answer you were hoping for. If you'd like to discuss this further, I'm happy to help find a solution that works.

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Technical Issues

8. Known Bug — Fix in Progress

Hi [Name],

Thanks for reporting this — you're not the only one experiencing it. Our engineering team has identified the issue and a fix is in progress.

What we know:

• [Brief description of the bug]
• Workaround: [If applicable]
• Expected fix: [Timeline]

I'll follow up as soon as the fix is deployed. Thank you for your patience.

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9. Bug Report — Need More Info

Hi [Name],

Thanks for letting us know about this issue. To investigate, I need a few more details:

1. What steps lead to the issue? (Step by step, if possible)
2. What browser and device are you using?
3. When did this start happening?
4. Can you share a screenshot or screen recording?

This helps our team reproduce the issue and find a fix faster. Thanks!

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10. Feature Not Available on Current Plan

Hi [Name],

The feature you're asking about — [feature name] — is available on our [Plan Name] plan.

Here's a quick comparison:

• Your current plan ([Plan]): [What's included]
• [Higher Plan]: [What's additionally included, emphasizing the requested feature]

You can upgrade anytime from Settings > Billing, or I can walk you through it if you'd like. Happy to answer any questions about what's included.

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Feature Requests & Feedback

11. Feature Request — Acknowledged

Hi [Name],

Thank you for the suggestion! I've logged your request for [feature description] with our product team.

While I can't guarantee a timeline, your input directly influences our roadmap. You'll be notified if and when this feature ships.

In the meantime, you might find [alternative/workaround] helpful for what you're trying to do. Let me know if you'd like help setting that up.

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12. Feature Request — Already Planned

Hi [Name],

Great timing! [Feature] is actually on our roadmap and we're actively working on it. While I can't share an exact release date, it's targeted for [Q#/Month].

I've added your name to the notification list, so you'll be among the first to know when it launches.

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General

13. Transferring to Specialist

Hi [Name],

This is a great question, and I want to make sure you get the best answer. I'm going to connect you with [Name/Team], who specializes in [area].

They'll have full context from our conversation, so you won't need to repeat anything. You should hear from them within [timeframe].

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14. Business Hours Response

Hi [Name],

Thanks for reaching out! Our team operates [hours, timezone], and we received your message outside business hours.

I wanted to let you know we've got your request and will respond first thing in the morning. If this is urgent, [alternative: self-service link, emergency contact].

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15. Thank You / Closing

Hi [Name],

I'm glad we could get this sorted! If anything else comes up, don't hesitate to reach out — we're always here to help.

Have a great [day/week]!