Customer service response examples for common support situations

Use these complete response examples as a starting point, then confirm the order details, policy, timing, and customer context before sending.

ReplyCrate Editorial Team · 2026-08-04

Cancellation

Cancellation not available

Dear customer,

Thanks for reaching out. We understand that you would like to cancel your order: {{Order number}} - {{Product name}}.

We're sorry to let you know that this order is subject to the campaign or supplier's cancellation and change policy. Once the order is confirmed, cancellation, modification, and refund requests cannot be accepted. Because of this, we're unable to cancel the order for you at this time.

We understand this may not be the outcome you were hoping for, and we're sorry we cannot offer a more flexible resolution. If you have any other questions, please feel free to contact us.

Best regards,
{{Customer service agent name}}
Customer Support Team

Free cancellation not available, but we can request an exception

Dear customer,

Thanks for reaching out. We understand that you would like to cancel your order: {{Order number}} - {{Product name}}.

After checking, this order is not eligible for free cancellation. However, we understand your situation and can help submit an exception request to the supplier.

To help us review this further, please reply with the following:
1. The reason you would like to cancel the order
2. Any supporting documents, if applicable
3. Whether you agree that any cancellation fee, if charged by the supplier, will follow the supplier's final decision

Please note that submitting a request does not guarantee successful cancellation. The final result depends on the supplier's confirmation. Once we receive your information, we'll follow up as soon as possible.

Cancellation request in progress

Dear customer,

Thank you for your patience.

Regarding your order: {{Order number}} - {{Product name}}, we have submitted the cancellation request and are currently waiting for confirmation from the supplier or relevant team.

We understand that you would like to receive an update as soon as possible, and we have already followed up with the responsible team. As soon as there is any update, we will notify you by email.

Thank you for your understanding and patience.

Cancellation completed

Dear customer,

Thank you for your patience.

Regarding your order: {{Order number}} - {{Product name}}, we have confirmed that the order has been successfully cancelled.

If this order is eligible for a refund, the refund will be returned to the original payment method. The actual posting time may vary depending on your payment method, bank, or payment provider.

If you still have not received the funds after the expected processing time, we recommend checking with your payment provider first, or contacting us again so we can help look into it.

Best regards,
{{Customer service agent name}}
Customer Support Team

Change

Changes not available

Dear customer,

Thanks for reaching out. We understand that you would like to change your order: {{Order number}} - {{Product name}}.

We're sorry to let you know that, after checking, this order is subject to the campaign or supplier's policy. Once confirmed, the following details cannot be changed:

{{Items that cannot be changed}}

Because of this, we're unable to modify the order for you at this time.

If you would still like to use a different date, time slot, or number of participants, we recommend checking the activity page again to see whether suitable options are still available and placing a new order if needed.

Thank you for your understanding.

Request customer details for a change

Dear customer,

Thanks for reaching out. We understand that you would like to change your order: {{Order number}} - {{Product name}}.

To help us check whether the change can be arranged, please reply with the following details:
1. Item you would like to change: {{for example, date / time slot / number of participants / name / contact information}}
2. Original booking details:
3. Requested new details:
4. Reason for the change:
5. Whether you can accept alternative dates or time slots:

Please note that whether the change can be completed depends on the activity policy and supplier confirmation. Once we receive your reply, we'll check this further for you as soon as possible.

Change completed

Dear customer,

Thank you for your patience.

Regarding your order: {{Order number}} - {{Product name}}, we have confirmed that the order details have been successfully updated as follows:

Original details: {{Original details}}
Updated details: {{Updated details}}

Please review the updated order information carefully. If a new voucher has been issued, please use the latest voucher and present it to the on-site staff when you attend.

If you have any questions, please feel free to contact us.

Change unsuccessful, new booking recommended

Dear customer,

Thank you for your patience.

Regarding your order: {{Order number}} - {{Product name}}, we checked with the supplier to see whether a change could be arranged. Unfortunately, the supplier has confirmed that this order cannot be modified.

If you still need a different date, time slot, or package, we recommend checking the activity page again to see whether suitable booking options are still available.

We understand this may be inconvenient, and we're sorry we were unable to complete the change for you. Thank you for your understanding.

Refund

Refund completed

Dear customer,

Thank you for your patience.

Regarding your order: {{Order number}} - {{Product name}}, we have confirmed that the refund has been processed.

Refund amount: {{Refund amount}} {{Refund currency}}
Refund method: Returned to the original payment method
Refund status: Processed

The actual posting time may vary depending on your payment method, bank, or payment provider. If you still have not received the funds after some time, we recommend checking with your payment provider first, or contacting us again so we can help look into it.

Best regards,
{{Customer service agent name}}
Customer Support Team

Refund request in progress

Dear customer,

Thanks for reaching out.

Regarding your order: {{Order number}} - {{Product name}}, we have received your refund request and are currently reviewing it further.

Refund requests need to be checked against the order policy, usage status, and supplier confirmation, so the review may take some time. Please rest assured that we will continue following up and notify you as soon as there is any update.

Thank you for your patience.

Refund not available

Dear customer,

Thanks for reaching out. We understand that you would like to request a refund for your order: {{Order number}} - {{Product name}}.

We're sorry to let you know that, after checking, a refund cannot be arranged for the following reason:

{{Reason refund is unavailable}}

According to the activity or supplier policy, this order is not eligible for a refund, so we're unable to submit a further refund request.

We understand this is not the outcome you expected, and we're sorry we cannot offer a more favorable resolution. If you have any other questions, please feel free to contact us.

Request customer refund details

Dear customer,

Thank you for your patience.

Regarding your order: {{Order number}} - {{Product name}}, we can now proceed with the refund arrangement. To help us process it as soon as possible, please reply with the following details:

1. Bank account holder name:
2. Bank account number:
3. Bank code:
4. Branch code:
5. Bank name:
6. Branch name:
7. Account currency:

Please make sure the account details are correct and that the account currency matches the refund currency to avoid delays.

Once we receive the complete information, we will arrange the next refund steps as soon as possible.

Additional Info

Supporting documents required for refund review

Dear customer,

Thanks for reaching out.

Regarding your order: {{Order number}} - {{Product name}}, we understand that you would like to request a refund. To help us check this further with the supplier or relevant team, please provide supporting documents for the situation, such as:

1. On-site receipt or payment proof
2. Written explanation or chat records from the shop, hotel, or on-site staff
3. Photos or screenshots showing that the service could not be used
4. Flight cancellation notice, medical certificate, or other relevant proof, if applicable

Once we receive the documents, we will submit them for review as soon as possible. Please note that the final result still depends on the supplier or relevant team's approval.

Request basic order details

Dear customer,

Thanks for reaching out.

To help us check this case more quickly, please reply with the following details:

1. Order number:
2. Booker name:
3. Activity or product name:
4. Usage date:
5. The issue you are currently experiencing:
6. Relevant screenshots or supporting documents, if applicable:

Once we receive the details, we will look into this further as soon as possible.

Compensation

Compensation offer

Dear customer,

Thank you for your patience.

Regarding your order: {{Order number}} - {{Product name}}, we understand that this situation has caused inconvenience. Although we are currently unable to arrange a refund, cancellation, or change for this order, we would like to offer the following compensation as a gesture of apology:

Compensation details: {{Compensation type}}
Compensation amount: {{Compensation amount}}
How to use it: {{Usage method or restrictions}}

If you agree to this compensation arrangement, please reply to this email and let us know. We will then proceed with the next steps.

Thank you again for your understanding, and we're sorry that this experience did not meet your expectations.

Goodwill compensation without admission of platform liability

Dear customer,

Thank you for your reply.

We understand that this situation has caused inconvenience, and we're sorry for the poor experience. After checking, the outcome of this order still needs to follow the activity or supplier policy, so we are currently unable to arrange an additional refund or cancellation.

However, considering your experience, we would like to offer {{Compensation type}} as a goodwill gesture. The amount is {{Compensation amount}}.

This compensation is provided as a service-experience gesture and does not change the original order policy or the supplier's final decision. If you would like to accept this arrangement, please reply to this email and let us know.

Compensation sent

Dear customer,

Thank you for your patience.

Regarding your order: {{Order number}} - {{Product name}}, we have confirmed that the following compensation has been issued:

Compensation details: {{Compensation type}}
Compensation amount: {{Compensation amount}}
Status: Sent

You can log in to your account to check whether the compensation has been added. If you still do not see it, we recommend refreshing the page or checking again later.

If you still have any questions, please feel free to contact us.

Shipping

Shipping number provided

Dear customer,

Thank you for your patience.

Regarding your order: {{Order number}} - {{Product name}}, we have confirmed that the related document or item has been shipped. The shipping details are as follows:

Carrier: {{Shipping carrier}}
Tracking number: {{Tracking number}}
Shipping date: {{Shipping date}}

You can use the tracking number above to check the latest delivery status on the carrier's website. Actual delivery time may vary depending on logistics operations, location, and holiday schedules.

If you still have not received it later, please contact us again and we will help check further.

Shipping number not yet available

Dear customer,

Thanks for reaching out.

Regarding your order: {{Order number}} - {{Product name}}, we have checked the current shipping status for you. The order is still being processed or prepared for shipment, so a tracking number is not available yet.

We will continue monitoring the update. Once the tracking number is generated, we will provide it to you as soon as possible.

Thank you for your patience.

Voucher

Voucher resent

Dear customer,

Thanks for reaching out.

Regarding your order: {{Order number}} - {{Product name}}, we have resent the order voucher to your registered email address.

Please check your inbox, spam folder, or promotions folder. You can also log in to your account and download the latest voucher from the order page.

If you still cannot find the voucher, please reply to this email and let us know. We will help check further.

Service

Request on-site receipt or additional payment proof

Dear customer,

Thanks for reaching out.

Regarding your order: {{Order number}} - {{Product name}}, we understand that you made an additional payment on site.

To help us check this further, please provide the following:

1. On-site payment receipt or invoice
2. Payment amount and currency
3. Payment date and time
4. Explanation from on-site staff or related chat records, if available
5. Any other photos or screenshots that can support the case

Once we receive the information, we will check with the relevant team or supplier for you.

Customer Confirmation

Ask customer to confirm preferred option

Dear customer,

Thank you for your patience.

Regarding your order: {{Order number}} - {{Product name}}, we can currently offer the following options:

Option 1: {{Option 1}}
Option 2: {{Option 2}}
Option 3: {{Option 3}}

Please reply to this email and let us know which option you would like to choose so we can proceed with the arrangement.

Please note that these options may be affected by supplier availability, dates, or processing time. We recommend replying as soon as possible to avoid affecting the next steps.

Supplier

Supplier followed up

Dear customer,

Thank you for your patience.

Regarding your order: {{Order number}} - {{Product name}}, we are still waiting for the supplier's reply. To help move the case forward, we have followed up with the supplier again and asked them to prioritize your case.

We're sorry that we cannot provide the final result immediately yet. We will continue following up and notify you as soon as we receive the supplier's response.

Thank you for your understanding and patience.

More time needed for confirmation

Dear customer,

Thank you for your patience.

We're sorry that this case still requires more time to confirm. Since your situation involves {{Items requiring confirmation}}, we need to wait for the supplier or relevant team to verify the details before we can provide a more accurate result.

We understand that waiting may be inconvenient, and we are continuing to follow up. If there is any update, we will notify you as soon as possible.

Thank you again for your understanding.

No-show

No-show order is not refundable

Dear customer,

Thanks for reaching out.

Regarding your order: {{Order number}} - {{Product name}}, we have confirmed that the order was not used on the scheduled date or time and has been treated as a no-show.

We're sorry to let you know that, under the activity or supplier policy, no-show orders generally cannot be refunded, rescheduled, or replaced with another option. Because of this, we're unable to request a refund for you at this time.

We understand this may be disappointing, and we're sorry we cannot offer a more favorable resolution. If you have any other questions, please feel free to contact us.

On-site Issue

On-site issue requires further confirmation

Dear customer,

Thanks for reaching out. We're sorry to hear that you were unable to use this order successfully on site.

To help us check this further, please provide the following:

1. Arrival time on site
2. Explanation from the on-site staff
3. On-site photos, chat records, or other supporting proof
4. Whether you made an additional payment or booked again
5. Related receipts or payment proof, if applicable

Once we receive the information, we will check with the supplier or relevant team as soon as possible and notify you when there is an update.

Thank you for your cooperation.

Price Change

Price changes cannot be refunded as a price difference

Dear customer,

Thanks for reaching out.

Regarding your order: {{Order number}} - {{Product name}}, we understand that you noticed the current page price is different from the price at the time you booked.

We're sorry to let you know that product or activity prices may change due to supplier pricing, dates, inventory, promotions, exchange rates, or other factors. Once an order is confirmed, it is based on the price shown at the time of booking, so we are unable to arrange a refund or compensation for any later price difference.

Thank you for your understanding. If you have any other questions, please feel free to contact us.