Subject: Re: Order {{ORDER_ID}} - Apologies for the delay

Hi {{FIRST_NAME}},

I'm really sorry your order arrived late - I completely understand how frustrating that is, especially when you're counting on supplies for a job.

I've looked into this, and {{ROOT_CAUSE: the carrier experienced unexpected delays / we had a temporary stock shortage / there was an address issue}}.

Your order {{STATUS: has now been delivered / is on its way - tracking: {{TRACKING_LINK}} / is being dispatched today}}.

{{IF COMPENSATION}}
To make this right, here's a {{DISCOUNT}}% discount code for your next order: {{CODE}}
{{/IF}}

Is there anything else I can help with?

Best regards,
{{AGENT_NAME}}
GTSE Customer Service

Subject: Re: Order {{ORDER_ID}} - Sorting this out now

Hi {{FIRST_NAME}},

I apologise - we sent you the wrong item. That's completely our mistake, and I'm sorting it out right now.

Here's what I've done:
1. ✅ Arranged for the correct item ({{CORRECT_ITEM}}) to be dispatched TODAY
2. ✅ Emailed you a prepaid returns label for the wrong item
3. ✅ Added a 10% discount code for your next order: {{CODE}}

You should receive the correct item by {{DELIVERY_DATE}}.

For the return, just pop the wrong item in any box and drop it at your nearest {{CARRIER: Royal Mail / DPD / Evri}} point - no rush, whenever suits you.

Please accept my sincere apologies for the mix-up.

{{AGENT_NAME}}
GTSE Customer Service

Subject: Re: Order {{ORDER_ID}} - Replacing your damaged item

Hi {{FIRST_NAME}},

I'm sorry to hear your order arrived damaged - that's not the standard we hold ourselves to.

{{IF PHOTO_REQUESTED}}
Could you send me a quick photo of the damage? This helps us improve our packaging and claim from the carrier.
{{/IF}}

{{IF REPLACEMENT}}
I've arranged a replacement to be sent out today. You should receive it by {{DATE}}.

{{IF RETURN_REQUIRED}}
For the damaged item, I've attached a prepaid returns label - just send it back when convenient.
{{ELSE}}
No need to return the damaged item - please dispose of it however suits you.
{{/IF}}
{{/IF}}

{{IF REFUND}}
I've processed a full refund of £{{AMOUNT}} to your original payment method. This should appear within 3-5 business days.
{{/IF}}

As an apology, here's 10% off your next order: {{CODE}}

Really sorry about this. Let me know if there's anything else I can do.

{{AGENT_NAME}}
GTSE Customer Service

Subject: Re: Order {{ORDER_ID}} - Quality concern

Hi {{FIRST_NAME}},

Thank you for letting us know about this quality issue - this is really important feedback.

I'm sorry the {{PRODUCT}} didn't meet expectations. We take quality seriously, and I want to understand exactly what happened.

Could you share:
- A photo of the issue (if possible)
- What specifically wasn't right?
- How many items in the pack were affected?

In the meantime, I'd like to offer you:
[ ] A full replacement dispatched today
[ ] A full refund of £{{AMOUNT}}

Just let me know which you'd prefer.

I'm also escalating this to our quality team to investigate. We appreciate you bringing this to our attention - it helps us maintain standards.

{{AGENT_NAME}}
GTSE Customer Service

---
INTERNAL: Escalate to QA. Log product: {{SKU}}, Batch: {{BATCH_IF_KNOWN}}

Subject: Re: Order {{ORDER_ID}} - Missing item

Hi {{FIRST_NAME}},

I'm sorry to hear part of your order was missing. Let me sort that out right now.

{{IF SEPARATE_PACKAGE}}
Good news - I can see the {{MISSING_ITEM}} was dispatched separately and should arrive by {{DATE}}. Here's the tracking: {{TRACKING}}
{{/IF}}

{{IF PICK_ERROR}}
I apologise - looks like we missed the {{MISSING_ITEM}} when packing your order. I've arranged for it to be dispatched today, arriving by {{DATE}}.
{{/IF}}

To apologise for the inconvenience, I've added free delivery to your next order - just use code: {{CODE}}

Really sorry about this. Let me know if anything else is missing.

{{AGENT_NAME}}
GTSE Customer Service

INTERNAL ESCALATION

Customer: {{NAME}} ({{EMAIL}})
Order: {{ORDER_ID}} - Value: £{{VALUE}}
Account Type: {{Trade/Retail}}

Issue: {{BRIEF_DESCRIPTION}}

Previous contact: {{YES/NO - details}}

Escalation reason: {{REASON}}

Current status: {{WHAT_YOU'VE_DONE}}

Recommendation: {{YOUR_SUGGESTION}}

Urgency: {{HIGH/MEDIUM}}