Canned Responses: 30 Copy-Ready Examples

What is a canned response?

A canned response is a saved, standardized answer for questions that repeat: where's my order, how do refunds work, which payment methods do you take. Macros and snippets are the same idea under different names — the tool changes, the principle doesn't: write it once, use it a hundred times. Teams that get real value from them name templates by scenario and bind them to shortcuts instead of piling dozens into one flat list.

Three rules for using canned responses well

• Replace placeholders before sending. A {name} or {order_id} that goes out raw is an incident; good support tools block sends with unfilled placeholders.
• The template is the skeleton, not the whole message. The common practice: let the template carry structure and completeness, then add one human line at the top or bottom to match the conversation's tone.
• Organize by scenario, not by volume. Past a few dozen templates, scrolling a flat list is slower than retyping. Grouping by channel and scenario with shortcuts is where the speed actually comes from.

Greetings & first response

Hi {name}, thanks for reaching out! I'm {agent} from {store}. I'm looking into this for you right now and will get back to you within a few minutes.

Welcome back, {name}! Great to hear from you again. How can I help today?

Hi {name}, thanks for your message! Our team is offline right now (business hours: {hours}, {timezone}). We'll reply as soon as we're back — usually within {X} hours.

Wait & follow-up

Thanks for your patience, {name}. I need to check this with our {team} team — I'll update you within {X} hours at the latest.

Hi {name}, just following up on your earlier question — do you still need help with {topic}? If everything's sorted, feel free to ignore this message.

Quick update: we're still working on your case ({ticket_id}). Sorry it's taking longer than expected — I'll have an answer for you by {time}.

Shipping & tracking

Hi {name}, your order {order_id} shipped on {date} via {carrier}. Track it here: {tracking_link}. Delivery is currently estimated for {eta}.

I'm sorry — your order {order_id} is delayed in transit. The latest scan shows {status} on {date}. We're following up with the carrier and will update you within {X} hours.

Your parcel is currently in customs clearance, which typically takes {X}–{Y} business days in {country}. No action is needed from you unless the carrier contacts you directly.

Thanks for flagging this! If the order hasn't shipped yet, we can still update the address. Please confirm the full new address and we'll change it right away.

Refunds & returns

I've started the refund for order {order_id}. You'll see {amount} back on your original payment method within {X}–{Y} business days, depending on your bank.

Sorry it didn't work out! To return {item}: 1) pack it unused with tags on, 2) ship it to {address}, 3) reply here with the tracking number. We'll refund you within {X} days of receiving it.

Your refund for {order_id} was issued on {date}. Banks usually take {X}–{Y} business days to post it. If you don't see it by then, send us a screenshot and we'll trace it with the payment provider.

I'm sorry — order {order_id} is outside our {X}-day return window, so I can't offer a standard return. What I can do instead: {alternative}. Would that work for you?

Order issues

I'm so sorry your order arrived like that. Could you send a quick photo? As soon as we have it, we'll send a replacement or a refund — your choice, and no need to ship the item back.

I'm sorry — {item} sold out just before your order was processed. You can choose: 1) wait for restock (about {X} days), 2) swap it for {alternative}, or 3) a full refund right away. Which do you prefer?

Done — I've cancelled order {order_id} and issued a full refund to your original payment method. You'll see it within {X}–{Y} business days. Hope to see you again!

Negative feedback & complaints

You're right to be frustrated, {name}, and I'm sorry — this isn't the experience we want you to have. Here's what I'm doing about it right now: {action}.

Thank you for your honest review, and I'm sorry we fell short. I've {action_taken}, and I'd love a chance to make this right — could you share your order number so I can look into it personally?

I completely understand why you're upset — I would be too. Let me take ownership of this: I'll {concrete_step} and stay with your case until it's fully resolved.

Thanks for the details! It looks like {explanation}. No worries — this happens a lot. Here's how to fix it: {steps}. I'm right here if you get stuck.

Empathy one-liners

That sounds really frustrating, and I appreciate your patience while we sort it out. Here's what happens next: {next_step}.

Thank you for explaining that so clearly — you're right, and here's what I'm going to do about it: {action}.

Discounts & payment

We keep pricing the same for everyone to stay fair, so I can't apply a custom discount — but you can use {code} for {X}% off your first order, and shipping is free over {amount}.

Your payment for order {order_id} didn't go through ({reason}), and no charge was made. You can retry here: {payment_link} — or use a different method. Ping me if it fails again and we'll sort it out together.

Closing

Glad we could sort this out, {name}! Is there anything else I can help you with today? If not, have a great day — we're always here if you need us.

I haven't heard back, so I'll close this conversation for now. Nothing is lost — just reply anytime and we'll pick up right where we left off.

Happy we could help! If you have 30 seconds, we'd really appreciate a quick rating — it helps our small team a lot: {review_link}. Thanks either way!

Gmail & email

Hi {name}, thanks for your email! This is a quick note to confirm we've received it (ref: {ticket_id}). A teammate will reply within {X} business hours.

Hi {name}, closing the loop on your request: {summary}. Everything is done on our side. If anything else comes up, just reply to this email — it reopens the case automatically.

How to enable canned responses in Gmail (Templates)

1. Open Gmail → gear icon (top right) → See all settings.
2. Go to the Advanced tab, set Templates to Enable, and save.
3. Write an email you want to reuse, then click ⋮ → Templates → Save draft as template in the compose window.
4. Next time you compose, the same menu inserts it in one click — the two “Gmail & email” templates above are ready to save.