What to write in your first email to customer service

Short answer: A good first email to customer service is short and holds what they need in order to help you without asking again. Give your order number, say what the matter is about and what solution you would like, and attach photos if they make the explanation simpler.

Start with your order number

The order number is the most important item in the email, because it lets customer service open your whole order at once. Put it in the subject line or at the very top of the message. You will find it in the order confirmation. Without it, they have to spend time looking for you, and your reply is delayed.

Say briefly what it is about

Describe the problem in two or three sentences. Say what you ordered, what you received and what is wrong. Stick to the facts and leave out long accounts of how your day has been. The clearer you are, the faster someone can give you a concrete answer.

Name the item precisely

Write the name, colour and size of the item so that there is no doubt which one you mean. If you ordered several things, mention only the ones the matter concerns. That applies, for example, to a bamboo jogging sets for men order, where the top and the trousers can each have their own size.

Say what you would like

Write what you are hoping for: an exchange, a replacement, or simply an answer to a question. If you are unsure, say so openly. It is easier to help when you know where you want to end up than when you have to guess.

Attach photos when they help

For a fault or damage, a photo often says more than many words. Take it in good light with the whole item in the frame, and add a close-up of the problem itself. Photos of the label and the packing slip can also be a great help to customer service.

Keep the tone friendly and factual

You usually get more from a calm tone, even if you are annoyed. An email written in a factual way is read and answered faster. Avoid capital letters and long strings of questions, and thank them for their help at the end. It costs nothing and it works.

Give them time to reply

Customer service may have many enquiries, so do not expect an answer within minutes. Do not send the same email several times, because that can create several cases and make things slower. Instead, write again if you have something new to add, and reply in the same thread.

Read the reply and keep the thread

Read the reply carefully, and answer if something is unclear. Keep the whole email thread until the matter is closed. If you want to buy more later, look at the bestsellers for men or the range for men, and you will know where to find the order number again.

Frequently asked questions

What is the most important thing to include?

The order number, a short description of the problem and which item it concerns. If you know what solution you want, write that in the email too.

Should I attach photos?

It is a good idea for faults, damage or anything that does not look like what you ordered. Take them in good light and show both the whole item and the problem up close.

Should I send the email again if I do not get a reply straight away?

No, wait a little and reply in the same thread if you have something new. Sending the same email several times can create several cases and make things slower.

You can find the full range at Copenhagen Bamboo.