10 ecommerce customer service response templates that still sound human

Hi [first name], I checked order [order number].
It was [dispatched / last scanned] on [date], and the current estimate is [delivery window].
You can follow it here: [tracking link].
If there is no new scan by [specific date or time], reply here and I will [next action].

Hi [first name], I am sorry this missed the expected window.
The latest carrier update says [plain-language status].
I am [opening a carrier query / checking with fulfillment] now and will update you by [specific time].
If it is not located by [date], our next step is [replacement, refund review, or policy-approved action].

Hi [first name], I am checking whether order [order number] has entered fulfillment.
We can usually [change / cancel] an order before [clear cutoff], but I cannot promise the change until the fulfillment team confirms it.
I have marked this urgent and will update you by [specific time].

Hi [first name], I can help with the return for [item].
Based on the purchase date, it is [eligible / needs review] under our [linked return policy].
The next step is [start the return / send photos / confirm the reason] here: [link or instruction].
You can expect [refund, exchange, or review] within [accurate timeframe] after [condition].

Hi [first name], I am sorry [item] arrived [damaged / incorrect].
Please send [the minimum photos or details genuinely required], including [specific view].
Once we have that, we will [review replacement or refund options] and reply by [specific time].
You do not need to [unnecessary action your policy does not require].

Hi [first name], I checked the [code name] offer.
It applies when [plain-language conditions] and does not combine with [relevant exclusion].
Your basket currently [meets / does not meet] that condition because [specific reason].
The quickest way forward is [accurate next step].

Hi [first name], [item or variation] is currently out of stock.
We [expect it around date / do not have a confirmed restock date yet].
You can [join the restock alert] here: [link].
If useful, [alternative] is the closest option because [honest comparison].

Hi [first name], I have not confirmed the answer yet, and I do not want to guess.
I am checking [specific issue] with [team or provider].
I own the follow-up and will update you by [specific time], even if I am still waiting on them.
You do not need to open another request.

Hi [first name], I understand why you are asking, especially because [specific context].
Our usual policy is [brief rule].
I cannot approve an exception myself, but I have sent the details to [decision owner].
We will give you a decision by [specific time].

Hi [first name], [replacement / refund / correction] was completed on [date].
You should [see or receive it] by [accurate timeframe].
Is there anything still unresolved with this order?
If not, there is nothing else you need to do.