Use these Manual Usage templates to respond to your customer's most frequently asked questions, and deliver a super-fast, five-star customer experience. 

This help file provides some examples of Manual Usage templates that we think you’ll find very useful.

Before you start

  • You’ll need to be an Admin or Team Leader user with access to Templates in your Settings. If you don’t have access, you can request it from another Admin user within your business.

Note: For an introduction to Manual Usage templates, click here.

It’s easy to create a Manual Usage template, but we’ve just made it even easier! Simply copy and paste these examples and edit them to meet your own requirement. For instructions on creating Manual Usage templates, click here.

Note: If you sell through Amazon, please be aware that Amazon restrict sharing of customer information, and so some snippets will not be populated with customer information for Amazon channels. We advise you to create templates without customer snippets for use when responding to Amazon customers.

01 Confirm order cancellations

Create this template to help your team confirm successful cancellations with the minimum of effort.

Subject:
Cancellation confirmation (#order_number#)

Body:
Dear #consumer_firstname#,

We have received your cancellation request, and I can confirm that we have now cancelled the following order:

Order: #order_number# 
Placed on: #ordered_date#
Product: #product_name#
Total: #total_order_cost#

We only take payment when the order is processed, so you won’t be charged for any orders you cancel.

Thanks for visiting #channel_title#. If you need further assistance, you can respond to this message and we’ll be happy to help. 

Best regards, 

#agent_full_name#

The #channel_title# Customer Service Team
 

02 Send an invoice

Here’s another useful one! You can use this template to respond when customers ask for an invoice.

Note: Tick the Attach invoice checkbox for this template.

Subject:
Your invoice for Order #order_number#

Body:
Hi #consumer_firstname#,

Thanks for contacting us.

Please find an invoice for your order #order_number# attached to this email.

If there is anything else we can do to help, don’t hesitate to reach out!

Best regards,

#agent_full_name#

The #channel_title# Customer Service Team
 

03 Acknowledge a “Thank you”! 

When customers send you a thank you or if they give you great feedback on their purchase experience, use this template to acknowledge their message and build on an already great customer relationship - they might become a returning customer as a result!

Subject:
Thank you!

Body:
Dear #consumer_firstname#,

Just wanted to say a big thank you for the positive feedback you sent us! We work really hard to make sure our customers have the best possible experience, so your message is really appreciated.

I’ll share your feedback with the rest of the team. Thanks again for making our day!

Best regards, 

#agent_full_name#

The #channel_title# Customer Service Team
 

04 Provide an expected delivery date

We’ll bet that you get quite a few messages from customers asking when they will receive their order, right? Use this template to let them know when to expect it.

Subject:
Delivery date for order #order_number# 

Body:
Hi #consumer_firstname#,

Thanks for contacting us.

I can confirm that your Order #order_number# was dispatched on the #dispatched_on# with our Standard Delivery, which is not tracked. 

The delivery estimate for your order is between #expected_delivery_date_from# and #expected_delivery_date_to#.

If, for some reason, your order doesn’t arrive within these dates, then please get in touch and we will be happy to find a solution.

Best regards, 

#agent_full_name#

The #channel_title# Customer Service Team
 

05 Confirm a refund

Use this template to let your customers know that they have been issued a refund.

Subject:
Refund for order #order_number# 

Body:
Dear #consumer_firstname#,

Thanks for contacting us.

I’m happy to confirm that your refund has been issued, it should reach you within the next 3-5 working days.

If you need further assistance, you can respond to this message and we’ll be happy to help. 

Best regards

#agent_full_name#

The #channel_title# Customer Service Team

Further Readings


To learn more about snippets, click here.

To learn how to set up eDesk to respond automatically with a template when messages arrive outside office hours, click here.