The Ultimate Customer Complaint Response Kit (10 Free Templates)

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

3. Wrong Item Sent

4. Refund Issued

5. Offer Store Credit Instead of Refund

6. Item Marked Delivered, But Not Received

7. Wrong Size/Color Received

8. Coupon Code Didn't Apply at Checkout

9. Out-of-Stock After Purchase

10. Subscription Cancellation Request

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.