The Ultimate Customer Complaint Response Kit (10 Free Templates)
- Vincent Moschetti
- Apr 29
- 5 min read
In e-commerce, even the best Shopify stores will face customer complaints.
Shipping delays, sizing issues, damaged products — things happen. But how you respond makes all the difference between losing a customer and winning a lifelong fan.
At Neverst247, we’ve supported dozens of high-growth Shopify brands using platforms like Gorgias and Freshdesk, and we've seen one truth again and again: Handling complaints well is one of the fastest ways to build loyalty.
Here’s your free template kit to respond to complaints the smart way — plus real examples you can copy today.

Why Fast, Win
According to a 2024 Shopify Plus report, 73% of customers say a fast, helpful response would make them shop again even after a bad experience.
Yet many brands still:
Take too long to respond
Sound defensive or robotic
Forget to personalize their replies
Solution: Respond quickly, stay human, and turn problems into opportunities.
The
of a Winning Complaint Response
No matter the issue, your customer service response should always follow this structure:
1. Acknowledge the problem - Show empathy immediately. (“I completely understand how disappointing this must be.”). Learn more about the 3 A's Method here.
2. Offer a clear solution - Refund, reship, store credit? Be direct, and make it easy for them to accept.
3. Personalize and thank them - Use their first name, reference their specific order, and sincerely thank them for their patience.

10 Free Complaint Response Templates (Copy and Paste!)
1. Late Delivery Apology
Subject: Update on Your Order #[Order Number]
Hi [First Name],
I'm so sorry your [Product Name] hasn’t arrived yet — I completely understand how disappointing delays can be.
I’ve checked on your order #[Order Number], and it’s currently [status update].
As a thank you for your incredible patience, here’s a [10% discount code / small gift] for your next order: [CODE].
We truly appreciate having you as part of [Brand Name]’s community.
Please let me know if there’s anything else I can do — I'm here for you!
Warmly,
[Your Name] – Customer Support, [Brand Name]
2. Damaged Product Apology
Hi [First Name],
Thank you so much for letting us know. I’m truly sorry your [Product Name] arrived damaged — that's definitely not the experience we want for you.
I've arranged a replacement to be sent out immediately, at no extra cost.No need to return the damaged item — feel free to keep it or dispose of it.
You’ll receive your new tracking number shortly. Thank you for giving us the chance to make this right!
Take care,[Your Name] – Customer Support, [Brand Name]
3. Wrong Item Sent
Subject: We’re Sending the Correct Item!
Hi [First Name],
Thanks for reaching out — and I'm so sorry for the mix-up with your order #[Order Number].We’re shipping the correct [Product Name] today, and you’ll receive the tracking details very soon.
No need to return the item you received — feel free to keep it or pass it along to someone who might love it!
Thanks again for your understanding. We're grateful to have you with us!
All the best,[Your Name] – Customer Support, [Brand Name]
4. Refund Issued
Subject: Your Refund for Order #[Order Number]
Hi [First Name],
Thanks again for your patience. I’ve just processed a full refund for your [Product Name] order #[Order Number].You’ll see the amount back on your original payment method within 3–5 business days.
We’re really grateful you gave [Brand Name] a try, and we'd love another chance to delight you in the future.
Wishing you a great day,[Your Name] – Customer Support, [Brand Name]
5. Offer Store Credit Instead of Refund
Subject: A Quick Solution for You
Hi [First Name],
Thank you for your message — I completely understand where you're coming from, and I want to make this right.
Instead of a refund, would you be open to receiving [$$$ store credit] to use toward any future purchase with [Brand Name]?If you’d prefer a refund instead, just let me know — whatever is easiest for you.
Thank you again for being such a valued part of our community.
Kind regards,[Your Name] – Customer Support, [Brand Name]
6. Item Marked Delivered, But Not Received
Subject: Let’s Track Down Your Package
Hi [First Name],
Thanks for reaching out — I'm sorry to hear you haven’t received your [Product Name] even though it shows as delivered.
Sometimes carriers mark packages a bit early. Could you please check with neighbors or around your property just in case?If it’s still missing by [specific date], we’ll either reship your order or issue a full refund — whichever you prefer.
I'm here to make sure this gets resolved for you — you’re in good hands!
Best,[Your Name] – Customer Support, [Brand Name]
7. Wrong Size/Color Received
Subject: Sending You the Correct [Size/Color]
Hi [First Name],
Thanks so much for letting us know — and I’m very sorry for the mistake with your [Product Name] order #[Order Number].
We’re sending the correct [size/color/item] out to you right away, at no extra cost. No need to return the incorrect item — feel free to keep it or gift it to someone who might enjoy it!
We appreciate your patience and support more than you know.
Take care,[Your Name] – Customer Support, [Brand Name]
8. Coupon Code Didn't Apply at Checkout
Subject: Your Discount Has Been Applied
Hi [First Name],
Thanks for reaching out — and I’m sorry you had trouble using your discount code on your [Product Name] purchase.
I've refunded the [percentage/amount] you should have received, and you’ll see the adjustment reflected in your account within 3–5 business days.
Thank you again for choosing [Brand Name]! Please reach out anytime — we’re always here for you.
Warm regards,[Your Name] – Customer Support, [Brand Name]
9. Out-of-Stock After Purchase
Subject: Quick Update About Your Order
Hi [First Name],
I’m truly sorry — we just found out that the [Product Name] you ordered went out of stock faster than expected.
I’ve already processed a full refund for your purchase, and you’ll see the funds back in your account within 3–5 business days.
As a small thank you for your understanding, here’s a [discount code / store credit] you can use anytime: [CODE].We hope to have the chance to serve you better next time!
Thank you again for your support,[Your Name] – Customer Support, [Brand Name]
10. Subscription Cancellation Request
Subject: Your Subscription Has Been Cancelled
Hi [First Name],
Thanks for your message. I’ve gone ahead and canceled your subscription effective immediately.You’ll still have access to your remaining benefits until [cancellation date], and no further charges will apply.
We’re truly grateful you gave [Brand Name] a try, and we’d love to welcome you back anytime.
If there’s anything else I can do to help, just let me know!
All the best,[Your Name] – Customer Support, [Brand Name]
Bonus Tip: Personalization = Loyalty
Big brands like Allbirds and Blenders Eyewear always personalize their support emails.
Use the customer's first name
Reference the product ordered ("your Wool Runners" vs "your order")
Sign off with a real human name, not “Support Team”
It’s small touches like this that turn one-time buyers into loyal fans.
Scaling Support the Smart Way
Managing customer complaints internally can become overwhelming as your Shopify store grows — especially during peak seasons like Black Friday.
That’s why more brands are outsourcing their customer service to experts like Neverst247.
We specialize in:
Fast response times (under 1 hour)
Multichannel support (Gorgias, Freshdesk, Instagram DMs, Shopify chat)
Human, personalized interactions that build loyalty
👉 Want to free up your time and delight your customers? Contact Neverst247 today.
Final Takeaway
Complaints aren’t a threat — they’re an opportunity. With the right response, a disappointed customer can become your loudest fan. Use these templates, personalize every reply, and remember: A fast, kind, human response is your best marketing tool.
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