It can get hectic dealing with so many customers every day—especially when you’re dedicated to great customer service, which means replying to every single email and call. But did you know there is a way to save time in replying to customer emails?
The solution? Canned emails.
Canned emails are prewritten templates you can use to respond to frequently asked questions. Instead of typing out individual replies each time, you can quickly customize and send prewritten email templates.
This is a must-have strategy to save time while selling auto parts online. As you scale your business, you’re only going to have more customers and more questions to deal with. Writing templates like these once will save you tons of time in the long haul.
Use these suggestions below as a springboard for your own brainstorming! Look through your email history and think about the most commonly asked questions at your dealership to determine which canned emails can save you the most time.
Here are a few email ideas to get you started.
Canned Message Ideas for Your Customer’s FAQs
1. Should I send my VIN?
Even though it’s all over your website, you still might get emails from customers asking if they should send you their VIN. Give your customer details on how the VIN helps with the accuracy of the part fitment.
Click to View Example
Subject: Re: Should I Send My VIN?
Dear [Customer’s Name],
Thank you for reaching out to us! To answer your question, yes, we do recommend that you provide your VIN when placing an order or inquiring about specific parts. The VIN (Vehicle Identification Number) is a unique code that helps us ensure the accuracy of part fitment for your vehicle.
By having your VIN, our team can cross-reference it with our database and confirm that the parts you’re interested in are the correct fit for your vehicle’s make, model, and year.
To share your VIN, you can reply to this email with your VIN and any questions you might have. Our team will be happy to help you find the right parts for your vehicle.
Please don’t hesitate to reach out if you have any other questions or concerns. We’re always here to help!
Best regards,
[Your Name]
[Your Parts Website]
[Company Name]
[Company Email]
[Company Phone Number]
2. Where should I ship core returns?
Whenever you get this question, send your customer a canned email listing the correct address.
Click to View Example
Subject: Core Return Instructions for [Customer Name]
Dear [Customer Name],
Thank you for reaching out to us regarding core returns. To return your core(s), please follow these instructions:
Carefully package the core(s) in a sturdy box, ensuring they are properly secured to avoid damage during transit. You may use the box your replacement part(s) came in, if suitable.
Include a copy of your original invoice or a note containing your name, address, phone number, and order number, so we can easily identify and process your core return.
Ship the core(s) to the following address:
[Parts Department or Company Name]
Attn: Core Returns
[Street Address]
[City, State, ZIP]
Please note that it is the customer's responsibility to cover shipping costs for core returns. Once we receive your core(s) and verify their condition, we will process your core deposit refund, which may take up to [number of business days] business days.
If you have any questions or need further assistance, please don't hesitate to contact us at [phone number] or [email address]. Our team is always here to help.
Thank you for choosing [Parts Department or Company Name] for your automotive needs. We look forward to serving you in the future.
Best regards,
[Your Name]
[Your Parts Website]
[Company Name]
[Company Email]
[Company Phone Number]
3. When will my package arrive?
Customers still ask when they can expect their package, even if you send a tracking number. Prepare canned emails for each type of shipping: ground, air, 2-day, and so on. In the email, you can also remind the customer to reference their tracking number and tell them that out-of-stock items could take extra days to ship.
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Subject: Update on Your Order #[Order Number] - Estimated Delivery Date
Dear [Customer Name],
Thank you for your recent order with [Your Parts Website] and for reaching out to us regarding the delivery of your package. We understand that you're eager to receive your items and we're here to help.
Your order #[Order Number] was shipped on [Date Shipped] via [Shipping Carrier]. As per the carrier's estimated delivery time, your package should arrive on or around [Estimated Delivery Date].
You can track the progress of your shipment by visiting the [Shipping Carrier] website and entering your tracking number: [Tracking Number]. Alternatively, you can click on this link [Tracking URL] to directly access the tracking information.
Please note that while we strive to ensure timely delivery, shipping times may occasionally be affected by factors beyond our control, such as adverse weather conditions or carrier delays. We appreciate your understanding in such circumstances.
If you have any questions or need further assistance, please feel free to contact our customer support team at [Phone Number] or [Email Address]. We're always here to help and ensure you have a great experience with [Your Parts Website].
Thank you for choosing [Your Parts Website], and we hope to serve you again in the future.
Best regards,
[Your Name]
[Your Parts Website]
[Company Name]
[Company Email]
[Company Phone Number]
4. How do I return an item?
Whenever you get questions about your return policy, it’s good to have a canned email ready. Let customers know how you handle returns with information or a link to your return policy. You could have another canned message explaining that you don’t accept returns for parts that were installed or tried on cars.
Click to View Example
Subject: Return Instructions for Order #[Order Number]
Dear [Customer Name],
Thank you for reaching out to us regarding the return of an item from your recent order #[Order Number]. We're here to help and ensure your satisfaction.
[Company Name] is committed to providing quality products; we understand that sometimes returns are necessary. To help you process your return, please follow the instructions below according to our return policy:
- Ensure that the item(s) you wish to return meet the eligibility criteria stated in our return policy. [Include any specific conditions or exceptions that apply to your return policy.]
- Contact our customer support team at [Phone Number] or [Email Address] to initiate the return process. Please provide your order number, the item(s) you wish to return, and the reason for the return. Our team will assist you with any necessary paperwork and provide you with a Return Merchandise Authorization (RMA) number.
Carefully package the item(s) along with a copy of your original invoice or a note containing your name, address, phone number, order number, and the provided RMA number.
Ship the package to the following address:
[Company Name]
Attn: Returns Department
[Street Address]
[City, State, ZIP]
Once we receive your returned item(s), we will process your refund, which may take up to [number of business days] business days. [Include any specific refund conditions, such as restocking fees, if applicable.]
If you have any questions or need further assistance, please don't hesitate to contact our customer support team at [Phone Number] or [Email Address].
Best regards,
[Your Name]
[Your Parts Website]
[Company Name]
[Company Email]
[Company Phone Number]
5. Do you offer local pickup?
If applicable, have a canned email letting customers know if they can avoid a shipping charge by picking up a part at your local store. If you allow local pick-up, your store’s hours and your location are a few things to include in this email.
Click to View Example
Subject: Local Pickup Options at [Company Name]
Dear [Customer Name],
Thank you for your interest in [Your Parts Website] and for reaching out to us with your inquiry about local pickup.
[Option 1 - If local pickup is available:]
We're pleased to inform you that we do offer local pickup for our customers. To take advantage of this service, please follow the steps below:
Place your order on our website, and during checkout, select the "Pickup" option. Once your order is ready for pickup, we will notify you via email or phone.
Visit our store at the following address to collect your order:
[Your Parts Website]
[Street Address]
[City, State, ZIP]
[Store Hours]
Please remember to bring a valid ID and a copy of your order confirmation when picking up your items.
[Option 2 - If local pickup is not available:]
Unfortunately, at this time, we do not offer local pickup options for our customers. All orders placed on our website are shipped directly to the provided address using our available shipping methods. We apologize for any inconvenience this may cause and appreciate your understanding.
Please feel free to explore our website for our wide range of products, and if you have any questions or need assistance, don't hesitate to contact our customer support team at [Phone Number] or [Email Address].
Best regards,
[Your Name]
[Your Parts Website]
[Company Email]
[Company Phone Number]
Canned Message Ideas for Customer Notifications
1. Your part has been discontinued.
It happens—parts get discontinued. You’ll have to deal with customers who purchase these parts eventually, and it’s easier to deal with when you have a prepared email.
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Subject: Important Update on Your Order #[Order Number] - Discontinued Item
Dear [Customer Name],
Thank you for your recent order with [Your Parts Website]. We appreciate your business and the opportunity to serve your automotive needs. We are reaching out to inform you about an important update concerning the part you ordered.
Unfortunately, the part you ordered (Part Number: [Part Number], Description: [Part Description]) has been discontinued by the manufacturer and is no longer available. We apologize for any inconvenience this may cause and understand that this news may be disappointing.
To help you find a suitable alternative, we recommend the following options:
- Contact our customer support team at [Phone Number] or [Email Address]. Our knowledgeable staff will be happy to assist you in finding a compatible replacement part that meets your needs.
- Visit our website to explore our extensive catalog of available parts. You can search for a replacement part by entering the part number, vehicle make, and model.
Please rest assured that we will not charge your account for the discontinued item. If you have already been charged, we will promptly issue a full refund for the affected part within [number of business days] business days.
We apologize for any inconvenience this may have caused and appreciate your understanding. If you have any questions or need further assistance, please don't hesitate to contact our customer support team at [Phone Number] or [Email Address]. We're always here to help and ensure your satisfaction with [Your Parts Website].
Thank you for choosing [Your Parts Website], and we look forward to serving you in the future.
Best regards,
[Your Name]
[Your Parts Website]
[Company Email]
[Company Phone Number]
2. Your part is on backorder.
You should let your customer know if a part is on backorder. Again, rather than writing the same message over and over again, it’s a great opportunity to use a canned message. Notify your customers when their part is on back order from the manufacturer and when they can expect to finally receive it.
Click to View Example
Subject: Update on Your Order #[Order Number] - Backordered Item
Hi [Customer Name],
Thank you for your recent order with [Your Parts Website]. We have been notified that the part you ordered (Part Number: [Part Number], Description: [Part Description]) is currently on backorder. This means that there will be a delay in fulfilling your order as we await new stock from the manufacturer.
We sincerely apologize for any inconvenience this may cause. The estimated date of arrival for the backordered part is [Date or Timeframe]. Please rest assured that we will ship your item(s) as soon as they become available.
If you prefer not to wait for the backordered part, we offer the following options:
- Contact our customer support team at [Phone Number] or [Email Address]. Our knowledgeable staff will be happy to assist you in finding a suitable alternative part that is currently in stock and meets your needs.
- Cancel the backordered item from your order and receive a full refund for the affected part. If you choose this option, please contact our customer support team, and we will process the cancellation and refund promptly.
We appreciate your patience and understanding during this time. Thank you for choosing [Your Parts Website], and we look forward to serving you in the future.
Best regards,
[Your Name]
[Your Parts Website]
[Company Email]
[Company Phone Number]
3. Your credit card has failed to go through.
It’s also inevitable that your customer’s credit cards will sometimes be rejected. If this happens, let them know that there are many different reasons it could happen—wrong security code, a different billing address than what’s filed on the card, or an out-of-country bank account are just a few possibilities.
Tell your customer to contact their financial institution to find out the exact reasons and that you can only accept transactions that are properly processed on your website.
Click to View Example
Subject: Action Required: Payment Issue with Your Order #[Order Number]
Hi [Customer Name],
Thank you for your recent order with [Company Name]. Unfortunately, the credit card provided for your order #[Order Number] has been declined. This may be due to an incorrect card number, expiration date, security code, or insufficient funds. In order to proceed with your order, we kindly request that you update your payment information.
[Include detailed instructions for how you want them to update their payment information]
Please note that if we do not receive updated payment information within [number of days] days, your order may be subject to cancellation. We apologize for any inconvenience this may cause and appreciate your prompt attention to this matter.
If you have any questions or need further assistance, please don't hesitate to contact our customer support team at [Phone Number] or [Email Address].
Thank you for choosing [Company Name], and we look forward to serving you soon.
Best regards,
[Your Name]
[Your Parts Website]
[Company Email]
[Company Phone Number]
Click to View Example
Subject: Request for VIN - Order #[Order Number]
Hi [Customer Name],
Thank you for your recent order with [Your Parts Website]. To ensure that we provide you with the correct part(s) for your vehicle, we kindly request that you provide your Vehicle Identification Number (VIN).
Please reply to this email with your VIN, or contact our customer support team at [Phone Number] or [Email Address] to provide the information.
Your prompt response will help us process your order efficiently and ensure that you receive the correct part(s) for your vehicle.
Thank you for choosing [Your Parts Website], and we appreciate your cooperation.
Best regards,
[Your Name]
[Your Parts Website]
[Company Email]
[Company Phone Number]
5. We do not ship internationally.
If you don’t ship internationally, have a canned message ready to go to respond to any orders made from customers wanting international shipments. If you do ship internationally but only to select countries, the same thing—tell your customer where you ship and where you don’t.
There are probably more templates you can prepare ahead of time, but those are a few of the main ones. You might also consider creating templates for promotional emails and sale announcements!
Click to View Example
Subject: International Shipping Update - Order #[Order Number]
Dear [Customer Name],
Thank you for your recent order with [Your Parts Website]. We appreciate your interest in our products and your support for our business. However, we regret to inform you that we currently do not offer international shipping services.
We apologize for any inconvenience this may cause.
If you have any questions or need further assistance, please don't hesitate to contact our customer support team at [Phone Number] or [Email Address].
Best regards,
[Your Name]
[Your Parts Website]
[Company Email]
[Company Phone Number]
Something to Remember
Keep the emails personal and thank the customer for their time. If you’re bearing bad news (such as a part being out of stock), be courteous and apologize for the inconvenience. Even though the email is canned and, as a result, not as personal, you don’t have to make your pre-written responses bland and impersonal.
All this canned email stuff is easy when you choose an eCommerce provider like RevolutionParts. We have a canned message tool directly in the control panel of your parts store to help you respond to your online shoppers in less time. It's just one of the many cool features available on our platform!
After a little bit of invested time to write and set up your emails, speedy and pre-written messages will save time for yourself and your customer!
