Free tool Customer service phrases you can copy in one click
The hardest part of a support reply is often one sentence: how to answer a customer chasing a late parcel, how to say no without sounding cold, what to say first when someone is angry. Here are 90+ customer service phrases sorted into 14 situations, written for cross-border e-commerce and SaaS support. Search by keyword, filter by situation or business type, and copy a line with one click. Each phrase also has a natural Chinese version for teams that support customers in both languages. All original, not lifted from phrase lists elsewhere.
- 14 situations · 90+ phrases
- English with Chinese
- Searches stay in your browser
Find the right line
Search matches both English and Chinese, so “refund” and “退款” both work.
Business type
Situation
Showing 96 of 96
Greeting7
Hello, thanks for reaching out. How can I help you today?
您好，很高兴为您服务，请问有什么可以帮您？
Sorry to keep you waiting. I'll take care of this for you now.
让您久等了，现在由我来为您处理。
Welcome back! Did the issue you asked about last time get sorted?
欢迎回来！上次咨询的问题现在解决了吗？
Hi! Our team is based in [country], and we're online now, so I can help right away.
您好，我们的团队在【国家 / 地区】，现在正是工作时间，可以马上为您处理。
Cross-border e-commerce
I'm [name], and I'll be looking after this for you.
我是客服【名字】，接下来由我为您跟进。
Hi, welcome to [product]! Are you stuck on setup, or curious about a feature?
您好，欢迎使用【产品名】！是在设置上遇到问题，还是想了解某个功能？
SaaS
We're busier than usual right now, so replies may take a little longer. Thanks for bearing with us.
同时咨询的顾客比较多，回复会稍慢一点，请您谅解。
Asking and confirming8
Could you share your order number? I'll look it up.
方便提供一下订单号吗？我帮您查询。
To verify your identity, could you give me the email address or the last four digits of the phone number used for the order?
为了核实身份，请提供下单时使用的手机号后四位或邮箱。
Just to make sure I understand: you'd like to [...], is that right?
您是想【……】，我理解得对吗？
Could you send me a screenshot? It'll help me find the problem faster.
可以发一张截图给我吗？这样我能更快找到问题。
When did this start happening?
这个问题是从什么时候开始出现的？
Do you remember which page you were on when it happened?
您还记得是在哪个页面操作的吗？
Was the outer packaging intact when the parcel arrived?
请问商品收到时外包装是完好的吗？
E-commerce
Let me sum up what you need so nothing gets missed: [...]. If that's right, I'll go ahead.
为了不漏掉信息，我把您的需求整理一下：【……】，没有问题的话我就按这个处理。
Hold and follow-up7
Sure, I'm checking now. Give me a minute or two.
好的，我马上帮您查，请稍等一两分钟。
I'm still checking and haven't forgotten you. Just a little longer.
还在帮您核实，没有忘记您，再给我一点时间。
I need to confirm this with a colleague; I'll get back to you by [time] today.
这个需要和相关同事确认，今天【时间】前给您答复。
As soon as I have an answer, I'll let you know here or by email.
有结果后我会第一时间通过这里或邮件通知您。
I've logged everything, so feel free to ask me for an update at any time.
我先把情况记录下来，处理进度您随时可以问我。
Because of the time difference, my colleague may not reply until tomorrow. I'll update you by [time, your time zone].
由于时差，同事的回复可能要到明天，我会在【时间（您的时区）】前给您消息。
Cross-border e-commerce
Thanks for your patience. Here's the result:
谢谢您的耐心，结果出来了：
Pre-sales7
This item is in stock and ships within the dispatch time shown on the product page.
这款目前有现货，下单后按商品页写的发货时间发出。
E-commerce
The main difference is [material / size / features]. If [...] matters most to you, I'd go with the first one.
两款的主要区别在【材质 / 尺寸 / 功能】，如果您更看重【……】，推荐选第一款。
E-commerce
For fit, the size chart and customer reviews on the product page are a good guide.
尺码偏大还是偏小，可以参考商品页的尺码表和买家评价。
E-commerce
Full specs are in the Specifications section of the product page, and I'm happy to confirm any detail.
详细参数在商品页的「规格」部分，具体某一项我也可以帮您确认。
E-commerce
You can start with the free plan or a trial and upgrade once you're sure it fits.
可以先用免费版或试用版体验，确认合适再升级。
SaaS
That feature is included from the [plan name] plan upward. I'll send you the plan comparison.
这个功能在【版本名】及以上版本里有，我把各版本的对比发给您。
SaaS
Yes, we ship to [country]. Shipping cost and estimated delivery time are shown at checkout based on your address.
我们可以发往【国家】，运费和预计时效会在结算页按您的地址显示。
Cross-border e-commerce
Prices and discounts5
The price shown at checkout is final, and any discount is applied automatically.
价格以下单页面显示的为准，优惠会在结算时自动扣减。
E-commerce
This coupon applies when [...]; if the order doesn't meet that, it won't apply at checkout.
这张优惠券的使用条件是【……】，不满足的话结算时不会生效。
E-commerce
I understand it's annoying when the price drops right after you buy. Let me check whether a price adjustment is possible.
理解刚买完就降价会不舒服，我帮您查一下能不能申请价格保护。
E-commerce
You can switch between monthly and annual prices on the pricing page; annual billing is paid upfront for the whole year.
月付和年付的价格可以在价格页切换查看，年付是一次付清整年的费用。
SaaS
Prices are shown in [currency]; the final charge is converted at your bank's or payment provider's exchange rate.
价格以【币种】标示，最终扣款金额按您的银行或支付平台的汇率换算。
Cross-border e-commerce
Orders and payment5
Your order is placed; we'll get it ready to ship once payment goes through.
订单已经提交，完成付款后我们会尽快安排发货。
E-commerce
If the payment didn't go through, please try another payment method.
付款没有成功的话，可以换一种支付方式再试一次。
If you were charged but the order still shows as unpaid, the payment status may be delayed. Send me the order number and a screenshot of the payment and I'll check.
扣款成功但订单显示未付款，可能是支付结果同步有延迟，请发我订单号和付款截图，我帮您核对。
The payment methods we accept are listed at checkout, including [...].
我们支持的付款方式会在结算页列出，包括【……】。
Cross-border e-commerce
After payment, refresh the page and the new plan and limits should apply. Let me know if nothing changes.
付款完成后刷新页面，新的版本和额度就会生效；如果没有变化请告诉我。
SaaS
Shipping and delivery7
Your order has shipped. The tracking number is [number].
您的订单已经发货，快递单号是【单号】。
E-commerce
Tracking can lag behind. If there's no update after [number] days, I'll contact the carrier for you.
物流信息有时会延迟更新，如果超过【天数】没有变化，我帮您联系快递。
E-commerce
If it shows as delivered but you don't have it, please check with your building reception, parcel locker or household, and I'll contact the carrier at the same time.
显示已签收但没收到的话，可以先问一下门卫、快递柜或家人，我这边同时联系快递核实。
E-commerce
While a parcel is going through customs, tracking may not update for a while. It resumes once customs clearance is done.
包裹清关期间物流信息可能暂时不更新，清关完成后会继续显示派送进度。
Cross-border e-commerce
Whether you pay import duties and taxes depends on the destination country's rules; checkout shows whether they're already included.
进口关税和税费是否需要您支付，取决于目的地国家的规定，结算页会说明是否已包含。
Cross-border e-commerce
If the parcel arrived damaged, please take photos and keep the outer packaging for now.
包裹在运输中有破损的话，请拍照保留，外包装先不要丢。
E-commerce
I've chased the carrier for you and will update you as soon as there's news.
我已经帮您催促快递，有新的进展马上告诉您。
E-commerce
Returns and refunds8
If the item doesn't suit you, you can request a return or exchange from your order details page.
收到的商品不合适可以申请退换，在订单详情页点「申请售后」就能提交。
E-commerce
When sending it back, please pack the item, accessories and any free gifts in the original packaging.
退货寄回时，请把商品、配件和赠品一起放回原包装。
E-commerce
Once we receive the return and check it, we'll process your refund promptly.
我们收到退货并检查无误后，会尽快为您办理退款。
E-commerce
The refund has been issued; when it arrives depends on your bank or payment provider.
退款已经发起，到账时间以银行或支付平台为准。
Our returns address is in [country / city]. Please contact us for a return number before sending the item back.
退货地址在【国家 / 城市】，寄回前请先联系我们拿到退货编号。
Cross-border e-commerce
We'll send the replacement as soon as we receive the item you return.
换货的新商品会在收到您寄回的商品后发出。
E-commerce
Subscription refunds follow our [refund policy]. Let me check whether this payment qualifies.
订阅退款按【退款政策】处理，我帮您看一下这笔是否符合条件。
SaaS
This refund request wasn't approved because [...]. If you have more information, send it to me and I'll resubmit it.
这次退款申请没能通过，原因是【……】，如果有补充材料可以发给我重新提交。
Apologising9
I'm so sorry for the trouble. I'll sort this out for you right away.
非常抱歉给您添麻烦了，我马上帮您处理。
I'd be upset too. Rest assured, I'll follow this through to the end.
换作是我也会着急，您放心，这件事我会跟进到底。
That was our mistake, and thank you for pointing it out.
这确实是我们的失误，谢谢您指出来。
I've noted everything you've said, so you won't need to explain it again.
您说的情况我都记下了，不需要再重复一遍。
I understand how you feel. Let's look at what we can do right now.
我理解您的心情，我们先看看现在能做什么。
To make up for the inconvenience, we can offer you [compensation].
为了弥补这次的不便，我们可以为您【补偿方式】。
I've passed your feedback to the team responsible so it's less likely to happen again.
我已经把您的反馈转给负责的团队，尽量避免再发生。
I'm really sorry you've had to contact us so many times about this.
让您来回沟通了好几次，真的很抱歉。
I've escalated your case, and you'll get an answer from us by [time].
您的问题我已经升级处理，【时间】前一定给您答复。
Saying no politely7
I'm sorry, we can't do that at the moment, but I can [alternative] for you.
很抱歉，这个要求目前没办法满足，不过我可以为您【替代方案】。
This is a policy that applies to all orders, and I'm not able to change it. I hope you understand.
这是对所有订单统一执行的规定，我没有权限修改，希望您理解。
This item is sold out and we don't have a restock date yet. Here are a few similar ones you might like.
这款已经售罄，补货时间暂时还不确定，可以先看看这几款相近的。
E-commerce
I don't want to give you an inaccurate answer, so let me confirm and get back to you.
这个问题我不想给您不准确的答复，确认清楚后再回复您。
That feature isn't available yet. I've recorded your request and passed it to our product team.
这个功能目前还不支持，我已经把您的需求记下来转给产品团队。
SaaS
To keep your account safe, this needs to be done by you from within your account.
为了保护您的账户安全，这类操作需要您本人在账户里完成。
Orders past the after-sales window can't be returned directly, but let me see what else we can do.
超出售后期限的订单没法直接退换，我帮您看看还有没有其他办法。
Accounts and tech9
What message do you see when you try to log in? Could you send a screenshot?
请问您登录时看到的提示是什么？方便截个图吗？
SaaS
You can click "Forgot password" on the login page and follow the link in the email to reset it.
可以在登录页点「忘记密码」，按邮件里的链接重新设置。
SaaS
The reset email may have landed in your spam folder, so please check there too.
重置邮件可能被归到垃圾邮件里，麻烦也检查一下。
SaaS
Please try clearing your browser cache, or open it in another browser or a private window.
请试试清除浏览器缓存，或换一个浏览器、无痕窗口重新打开。
SaaS
I've reproduced the issue and I'm handing it to our engineers to investigate.
这个问题我已经复现了，正在交给技术同事排查。
SaaS
I've put the steps together in a guide here: [link]
操作步骤我整理成了文档，链接在这里：【链接】
SaaS
Could you tell me which browser, operating system and version you're using?
方便告诉我您使用的浏览器、系统和版本号吗？
SaaS
Changes you just made may take a moment to apply. Please refresh shortly; if nothing changes, tell me which page you're on.
刚改的设置可能需要一会儿才生效，请稍后刷新再看；如果还是没变化，告诉我具体是哪个页面。
SaaS
This has been fixed. Please refresh the page and try again.
这个问题已经修复，请刷新页面后再试一次。
SaaS
Subscriptions and billing6
You can download invoices from the Billing page, or send me your billing details and I'll take care of it.
发票可以在「账单」页面下载，也可以把开票信息发给我，我帮您处理。
SaaS
After you cancel, you can keep using it until the current billing period ends, and you won't be charged again.
取消订阅后，当前计费周期内仍可正常使用，到期后不会再扣费。
SaaS
The renewal didn't go through, usually because a card expired or hit its limit. Update your payment method and let me know, and I'll confirm the renewal.
续费没有成功，常见原因是银行卡过期或额度不足。更新付款方式后告诉我，我帮您确认是否已续上。
SaaS
If you upgrade mid-cycle, the Billing page shows how the charge is worked out, and I can walk you through it.
中途升级怎么计费，账单页面会列出明细，我也可以帮您算一下。
SaaS
This charge is for the [plan name] plan, billed [monthly / annually].
这笔扣款对应的是【套餐名】的【月 / 年】费用。
SaaS
If you need more seats, I'll send you how to add them and how the price changes.
需要增加席位的话，我把调整方法和费用变化一起发给您。
SaaS
Follow-ups and reviews5
How are you finding the product so far? If anything comes up, I'm here to help.
商品用了一段时间，感觉怎么样？有任何问题都可以找我。
E-commerce
I wanted to check: is the issue you reported earlier resolved now?
之前反馈的问题现在解决了吗？想跟您确认一下。
If anything wasn't right, please tell us directly. We take it seriously.
不满意的地方也欢迎直接告诉我们，我们会认真改进。
If you're willing, a review on [platform] helps other customers get to know us.
如果您愿意，可以在【平台】上留下评价，帮助更多顾客了解我们。
Cross-border e-commerce
You've been using it for two weeks now. Is anything getting in your way? I'm happy to help you set it up.
您已经用了两周，有没有哪里用得不顺手？我可以帮您设置一下。
SaaS
Closing and offline6
Is there anything else I can help you with?
请问还有其他可以帮您的吗？
Thanks for your patience, and have a lovely day!
感谢您的耐心，祝您生活愉快！
If anything else comes up, just leave a message here and we'll get back to you soon.
之后还有问题的话，直接在这里留言就好，我们会尽快回复。
We're outside working hours right now. Leave your question and contact details, and we'll handle it in order when we're back.
现在不在工作时间，请把问题和联系方式留下，我们上班后按顺序处理。
I haven't heard back from you, so I'll close this chat for now. Message us any time if you need anything.
看您暂时没有回复，这次对话我先结束，有需要随时再来找我。
If you have a moment, please rate this conversation. Your feedback matters to us.
方便的话，请为这次服务打个分，您的意见对我们很重要。
No phrase matches. Try another keyword or set the filters back to All.
Version v1.0Updated Update history
What each phrase shows
Phrases are grouped by situation, with a copy button beside each line.
English and Chinese
The English is written the way overseas customers expect to be addressed; the Chinese is how the same idea sounds to customers in China. They match in meaning, not word for word. Switch Show to see both.
Brackets
Brackets like [time], [number] or [compensation] mark what to replace with real details. Edit them after copying, before you send.
Business type tags
Untagged phrases work for any support team. E-commerce suits online stores; Cross-border e-commerce covers customs, duties, time zones and currencies; SaaS covers accounts, bugs and billing for software products.
Search and filters
Keywords are split on spaces and every word must appear. Situation and business type filters can be combined.
These are single lines for human agents, not auto-replies. To build a full set of canned replies with shortcuts and export, use the canned responses generator.
Three steps to a better reply
Find a line, adapt it, save it.
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1
Browse or search
Customer asking about delivery? Open Shipping and delivery. Not sure where to look? Search a word like “late”, “sorry” or “invoice”.
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2
Copy and adapt
Copy the line, replace anything in brackets and adjust it to your policy. Keep the structure: acknowledge, act, say what happens next.
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3
Save the ones you reuse
Lines you send every day belong in your help desk as canned replies, so a few keystrokes insert them next time.
Five rules behind good support phrases
Remember the rules and you will know what to say even when no phrase fits.
- Acknowledge the feeling before the facts: “I’d be upset too” lands better than “Please calm down”
- Say what you can do, not only what you cannot, and follow every no with an alternative
- Give a time and a next step: “by 6pm today” reassures more than “as soon as possible”
- Ask only for what you need, and say why: the order number to look it up, the email to verify the account
- Do not pass the blame: carrier, warehouse or software, to the customer it is your problem
| Instead of | Try |
|---|---|
| I don’t know. | Let me find out for you; I’ll get back to you by [time]. |
| That’s not our department. | The carrier handles this part, so I’ll contact them and update you. |
| You must have misread it. | I may not have explained that clearly; let me go through it again. |
| That’s just how the system works. | That’s how this setting works today because [reason]. Let me see what else we can do. |
| Please calm down. | I understand how frustrating this is. Let’s look at what we can do right now. |
The phrases in one return conversation
A customer says the item arrived damaged. The agent uses these lines from greeting to close, brackets already filled in.
| Step | What the agent says | Chinese |
|---|---|---|
| Greet | Hello, thanks for reaching out. How can I help you today? | 您好，很高兴为您服务，请问有什么可以帮您？ |
| Acknowledge | I'm so sorry for the trouble. I'll sort this out for you right away. | 非常抱歉给您添麻烦了，我马上帮您处理。 |
| Ask | If the parcel arrived damaged, please take photos and keep the outer packaging for now. | 包裹在运输中有破损的话，请拍照保留，外包装先不要丢。 |
| Resolve | If the item doesn't suit you, you can request a return or exchange from your order details page. | 收到的商品不合适可以申请退换，在订单详情页点「申请售后」就能提交。 |
| Close | Is there anything else I can help you with? | 请问还有其他可以帮您的吗？ |
The five lines come from Greeting, Apologising, Shipping and delivery, Returns and refunds, and Closing and offline.
Where good phrases go wrong
The words can be fine and the reply can still land badly.
Apologising without acting
Three “I’m so sorry”s in a row still leave the customer wondering what happens next. One apology is enough; follow it with what you are doing.
Leading with no
Start with what you can do, then the limit. “It’s sold out, but here are a few similar ones” beats “Out of stock.”
Ignoring the time zone
“I’ll reply by 5pm” means little to a customer eight hours away. Give times in their time zone, or say “within two hours”.
Sending the brackets
“Your tracking number is [number]” going out unchanged is awkward. Edit after copying, then send.
Using these phrases in TapCub live chat
Save the lines you reuse as canned replies, and you do not have to write every reply in the customer’s language yourself.
Save them as canned replies
Store a phrase under Chat → Canned replies, then type / and its shortcut in the inbox to insert it. Fill in any brackets before sending.
Learn moreTwo-way translation
Agents reply in their own language and visitors see theirs, with the original beside the translation for checking. Included from Pro.
Learn moreAI answers common questions first
Answers come from the knowledge base you publish and cite the article. Topics like refunds or billing can be marked human-only.
Learn moreCustomer service phrases FAQ
Still have a question?
Chat with the team behind TapCub — we usually reply within a few hours on business days.
What are good customer service phrases?
Phrases that acknowledge the customer, say what you will do and when, and avoid blame. “Let me find out for you; I’ll get back to you by 3pm” works because it is specific and puts you in charge. This page sorts 90+ of them into 14 situations, from greeting to closing.
What should I say to an angry customer?
Acknowledge the feeling before explaining anything: “I’d be upset too. Rest assured, I’ll follow this through to the end.” Then ask what you need or offer a fix straight away. The Apologising group has nine lines built that way.
How do I say no politely in customer service?
Explain briefly, offer an alternative and keep the blame off the customer and your colleagues: “I’m sorry, we can’t do that at the moment, but I can [alternative] for you.” The Saying no politely group follows that pattern.
Are these phrases good for live chat or email?
They are written for live chat, where replies are short and conversational, and most work in email too. For email, add a greeting and sign-off around them.
Why is there a Chinese version of each phrase?
Many support teams serve customers in both English and Chinese, and some agents work in one language while customers write in the other. Each phrase has a Chinese line with the same meaning, written the way customers in China expect, not a word-for-word translation.
Can I save these in my help desk?
Yes, copy them into your canned replies. To generate a whole set with shortcuts and titles and export it as CSV, use the canned responses generator; its replies are a separate, complementary set.
How is this different from the out-of-office generator and the typing test?
The out-of-office message generator writes one automatic away notice; the customer service typing test uses support replies as typing practice; this page is a reference of single lines to use during a conversation.
Update history
New features, fixes and data refreshes for this tool, newest first.
-
· v1.0
LaunchedFirst release.
Missing something or found an error? Tell us — requests that come up often go into the next update. All tool updates
Make every reply faster
TapCub live chat puts canned replies, two-way translation and visitor context in one inbox: type / to insert a reply, read every customer in your language, and see where they came from and what they viewed.