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

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.