These templates are a starting point for your communication. If you don't genuinely care about making your customers feel good, or don't want to treat them with empathy, no template will help you. Remember: read them, copy & paste them, and then adapt them to your own voice. You'll have much more success.
Hello [ Client ]!
Thanks for your patience! I have happy news for you: we think we've figured out a solution to the issue.
I've attached a few screenshots to this email (we love visuals!) and have also included step-by-step instructions below.
[ numbered instructions ]
If you have any questions or if you'd like to run through this together in real time, just let me know and we can set up a time to Skype.
Thanks again for reaching out -- we are so grateful you took the time and effort to let us know about the issue you were experiencing.
[ Insert one of the following sentences: ]
• Because of you we were able to debug the issue, so this shouldn't happen again.
• [ Product category: Opentype font features / variable font files / etc. ] can be a little tricky in some applications so we have passed your issue on to the app developer. This way they can update their software.
• Your feedback was very helpful.
[ If you're feeling generous -- and you are, right? -- also offer your customer something tangible: ]
• We'd love to share an [ exclusive discount / product /extra ] with you, to express our appreciation! :)
• Would you like an [ exclusive discount / product / extra ]? We'd love to make this right!
• We've attached [ exclusive discount / product / extra ] here for you to enjoy!
If you have any additional questions as you're using the product, you know where to find us. We are always here, to help in any way we can.
Hello [ Client ]!
Thanks for your patience! We really appreciate you bringing this to our attention. After much research, we've unfortunately determined that [ explain the sad way their problem can't be fixed ]. We realize this is not ideal -- in fact, it's probably pretty frustrating for you! It would upset us too.
In this instance, we're unable to [ describe the fix you'd otherwise offer ] -- that said, it's really important to us that we make this right for you.
We've [ initiated a full refund / extended a significant credit to a future purchase ]. We've also arranged for [ provide and describe an extra; a future discount, a bonus coordinating product, etc. ]. We realize this can't replace [ product the customer bought ], but we hope it helps you complete your project!
We'll also be making a note of this issue and will be working on a permanent fix [ in our next release / as technology improves / by contacting the software developer ].
Please let us know if there's anything else we can do to make things right.
Hello [ Client ],
Thank you so much for hanging in there while we've researched the issue. We really appreciate your patience.
It looks like [ describe the problem ]. We deeply apologize for the poor experience you've had with [ product ].
We've [ describe the fix and how it is being resolved, right now, i.e. we've corrected the issue with [ product ] and are attaching an updated copy to this email / we've removed the problematic [ aspect ] and have shipped a replacement to you via overnight delivery, etc. ].
Thank you for giving us an opportunity to fix the issue you experienced. We are dedicated to constantly improving our [ product ] -- your feedback about this issue has been invaluable.
We'd like to extend a [ credit / future discount / refund / free product / extra ] to you, in thanks. In the meantime, please let us know if you have any other questions, and if this issue has been resolved to your satisfaction.
Thanks again so very much!