# Customer Complaint Response Templates and Apologies > Customer complaint response templates to copy: apology messages, replies to upset customers, late delivery, wrong items, refunds and when to hand over. Answering customer complaints quickly and calmly turns an upset customer into a returning one. Here are apology messages to customers, replies for upset customers, late delivery, wrong or damaged items and refund requests, and handing the chat to someone on your team. Every reply acknowledges the problem, offers the fix and sets the next step. Change the bracketed details to match the order and send the reply fast, because a quick answer is half the fix. ## First replies to a complaint > Hi [customer name], I've got your complaint and I'm handling it myself 🙏 Send me your order number and tell me what happened in detail, and we'll sort it out today. > You're absolutely right, and that's not the standard we want for you. I'm truly sorry about what happened, and I'll work through it with you step by step until you're happy. > To fix this faster, could you send me a photo of the item and one of the outside of the box, along with your order number? As soon as I have them, I'll tell you the fix. ## Late delivery complaint replies > You have every right to be upset; your order has taken far too long. Order [order number] is now at [stage] and will reach you on [day], and I'll follow it up with the courier myself until it's with you. > As promised, here's your update: your order is out with the driver today ✅ Here's the tracking link: [tracking link]. The driver will call you before arriving. > To make up for the delay, we've removed the shipping fee from your order, and here's a [percentage] discount code for your next one: [code]. Thank you for your patience 🤍 ## Wrong, damaged or missing item replies > We're so sorry, you received [item received] instead of [item ordered] by mistake. The driver will come on [day] to collect it and hand you the right one in the same visit, at no cost to you. > Don't worry, we'll replace it right away. I've got your photos and the damage is clear, so a new piece goes out to you on [day] and the driver will collect the damaged one. If you'd rather have a refund than a replacement, just tell me. > We're sorry, the [missing item] wasn't in the box. We'll ship it to you separately on [day] at our cost, and you'll get the tracking link on WhatsApp as soon as it leaves. ## Refund request replies > Done, your refund is approved ✅ We'll send [amount] EGP back to [refund method], and I'll message you here as soon as the transfer goes through. > Your refund reaches you within [number] working days of the item arriving back with us. Card payments can take a couple of extra days on the bank's side, and if that time passes, message me here and I'll chase it myself. > You have two options, and it's your choice: we swap the item for another size or colour that's in stock now, or we give you a full refund. Either way, the driver collects the item from you free of charge. ## Replies to calm an upset customer > I completely understand, and I'd feel the same way in your place. I'm with you now and I won't leave this chat until it's solved. Tell me what would make this right for you, and I'll find the closest fix. > This mistake is ours, and you won't bear any of the cost. Here's how we'll fix it: [solution], done by [day]. I'll follow up with you myself until it's settled. > Hi [customer name], I wanted to check that everything is sorted and arrived as it should. Thank you for giving us the chance to make it right 🤍 I'm here if you need anything else. ## Replies for handing a complaint to your team > To get you the best fix, I've passed your chat to [team or person], who will carry on with you here. They have everything you've told me, so you won't need to repeat anything. > Our customer service manager will call you personally on [phone number] today before [time]. If that time doesn't suit you, tell me when works better. > [team member] from our team has picked up your complaint and is reviewing the order now, and will reply to you here within [time]. If you have any extra photos or details, send them here and they'll see them straight away. ## Roddely answers complaints and passes them to your team when needed Roddely answers an upset customer calmly, in Egyptian Arabic or English, within seconds: it apologises, asks for the order number and photos, and shares the real order status from your store. When a complaint needs a decision from your team, such as a refund or compensation, it passes the conversation to your team in the shared inbox, where anyone can pick it up and carry on without the customer repeating themselves. Your first month is free, no card needed, and after that you pay the monthly Starter plan. ## How should I reply to an upset customer? Reply fast, and start by acknowledging how they feel without defending yourself, for example "You have every right to be upset". Then ask one clear question to get the details you need, such as the order number or a photo of the item. State the fix and the exact timing, and never promise what you can't deliver. Finally, follow up after it's solved, because that message makes a big difference to whether they buy again. Stay calm in your wording even if the customer's tone is sharp, so the conversation settles. ## What should an apology message to a customer include? Four things: a sincere apology from you or the shop, a plain admission of the actual problem without long excuses, the fix you'll make and when, and the next step. If the mistake is yours, such as a wrong item or a long delay, add a small gesture like free shipping or a discount code. Keep it short and conversational so it reads like a real person, not a stock message. Avoid generic lines like "We apologise for any inconvenience", which read cold. ## When should I hand a complaint to someone on my team? Hand a complaint over when it needs a decision, such as a refund, compensation or an exception to your exchange policy, when the customer asks for a manager, or when they're getting more upset after two replies. Tell the customer who will take over and when, and make sure that person sees the whole conversation so the customer never has to start again. Decide who on your team owns complaints so a handed-over chat never sits waiting. ## How does Roddely handle customer complaints? Roddely replies to complaints within seconds, 24/7, in Egyptian Arabic or English. It apologises, asks for the order number and photos, and tells the customer their real order status from your store. When a complaint needs a decision from your team, it passes the conversation to your team, and anyone on the team can pick it up from the shared inbox and reply. Customers get an instant answer, and your team spends its time only on the cases that need it. And you decide when a conversation goes to your team. ## Learn more - [When Roddely hands a chat to your team](/en/docs/handoff): Set your own handoff rules, and let anyone on your team pick up the conversation and carry on with the customer.