Email and ticket response templates for e-commerce

When customers have questions about products, orders, or shipping, ticketing makes it easy to follow up by email. Turn a live chat into a ticketing email when you need more time to check on order status or product details. Respond to messages left when no one was available to answer the chat. Or surprise a customer with a discount offer or coupon after a chat.

Email templates save time and keep team responses consistent while reducing errors. 

We’ve rounded up a few of our own templates you can use for your own business. Feel free to tailor these for your business and personality. Then, just fill in your details and hit the send button! 

Hi <Customer Name>,

Your order is on its way!

Your estimating shipping date is <date>.

You should receive your order by <date>.

If you have any questions or need further assistance, simply reply to this email or contact us by live chat [add your direct chat link].

Best regards,

<Your name>

Company, Position

Hi <Customer name>,

This is a quick email to let you know your shipping date has been delayed because <reason for delay>.

Your new estimated shipping date is <date>.

You should receive your order by <date>.

If you have any questions or need further assistance, simply reply to this email or contact us by live chat [add your direct chat link].

Best regards,

<Your name>

Company, Position

Hi <Customer name>,

We wanted to inform you that the <product> you ordered is temporarily out of stock.

Our estimated restocking date is <date>.

We will ship your order as soon as it is available. In the meantime, we will keep you updated with any new information we receive about your order.

If you have any questions or need further assistance, simply reply to this email or contact us by live chat [add your direct chat link].

Best regards,

<Your name>

Company, Position

Hi <Customer name>,

We wanted to thank you for your recent order of <item ordered>.

To show our appreciation, we would like to offer you a discount on your next order from our store.

Please use the code below in the checkout to activate your discount.

If you have any questions or need further assistance, simply reply to this email or contact us by live chat [add your direct chat link].

Best regards,

<Your name>

Company, Position

SUBJECT: How are you enjoying your <product name>?

Hi <Customer name>,

Thank you for your recent purchase of <product name>. We trust everything arrived safely and on time. If you have any questions or concerns, just reply to this email or start a live chat [add your direct chat link].

Now, we would love to hear from you! We’re always looking for opportunities to make our products the best they can be to fulfill your needs and expectations.

Please take a moment to fill out the short survey below and let us know how your new <product name> is working out for you.

[LINK: Start survey]

Best regards,

<Your name>

Company, Position

Hi <Customer name>, 

Thank you for completing our survey about your recent purchase. We appreciate your responses and will use them as we work to make our products and services the best they can be.

To show our appreciation, we would like to offer you a [x%] discount on your next order from our store.

Please use the code below in the checkout to activate your discount.

<your discount code>

If you have any questions or need further assistance, simply reply to this email or contact us by live chat [add your direct chat link].

Best regards,

<Your name>

Company, Position

SUBJECT: Our [end of summer/back to school/Black Friday] sale starts now

Hi <Customer name>,

It’s time for end-of-summer celebrations and our annual back-to-school sale.

Be ready for the new semester with <product name> at x% off.

Take advantage of these once-per-year discounts on all <product name> for x days only!

Use the code <your discount code> in the checkout to activate your discount.

Have any questions or need assistance? Simply reply to this email or contact us by live chat [add your direct chat link].

Best regards,

<Your name>

Company, Position

Learn more about creating tickets in the tawk.to Dashboard here: Creating and responding to tickets

For more time-saving templates, check out our Shortcut templates for easy conversations, available in our Help Center: Shortcut templates for easy conversations

Have additional questions? Reach out to our support team or schedule a call.