DorrisOffer only what your written policy or a public code already gives everyone. If a code is running, share it. If nothing is, say so warmly and tell them how they'd hear about the next one. Anything else, such as a price match or a sale price after they've ordered, is a person's decision: say who decides and when they'll hear. Never invent a code to close the sale.
Here's the reply for the most common case, a customer asking before they buy when nothing is running:
Hi [first name], thanks for asking. We don't have a code running right now. [If true: Our prices are the same for everyone, and] [what's included: free shipping over [amount] / our [x]-day returns]. If you'd like to hear about the next offer, [how: our newsletter at [link] / follow us at [account]].
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Below are the other cases. Fill the [blanks] from your own policy. They're examples, not legal advice.
Before you reply
- Check what's actually running: which codes are live, where they're published, and when they end.
- Check your rule for orders already placed: can a code be added afterwards, and do you refund the difference if a sale starts later? If your policy doesn't say, a person decides.
- Look at the order or cart if they mention one. Never quote a price you haven't checked.
1. A public code is running
Hi [first name], good timing. You can use [code] at checkout for [what it gives: x% off / free shipping] on [what it covers], until [date]. [Anything that doesn't apply: it doesn't stack with other codes / excludes sale items.]
2. They ordered, then a sale started
Hi [first name], thanks for letting me know. [If your policy says so: since you ordered within [x] days of the sale starting, I've refunded the difference of [amount] to your [payment method]. It usually shows in [x-y] business days.] [If not: we don't add a code to an order once it's placed, and I'm sorry the timing didn't work out.] [If a person decides: I've passed this to [name], who'll reply by [day].]
Send the refund version only after you've issued it.
3. A price match
Hi [first name], thanks for sending that. [If you price match: our price-match rule is [rule]. [It qualifies, and here's what happens: ...] / [It doesn't, because ...].] [If you don't: we don't price match, but here's what's included with our price: [shipping, returns, warranty].]
Check the other listing yourself before you agree to anything.
4. A discount because something went wrong
Hi [first name], I'm sorry about [the problem]. Let's fix that first: [the real fix from your policy: a replacement, a return, a refund]. [If your policy offers something extra for this: on top of that, [what].]
Fix the problem with your policy first. A code isn't a substitute for a replacement or refund the customer is owed.
5. A bigger order or a repeat customer
Hi [first name], thanks, that's a lovely order. [If you have a bulk or wholesale rule: for [x] or more of [item], [what you offer]. Here's how to order: [how].] [If not: I've passed this to [name], who handles larger orders and will reply by [day].]
What never to send
- A code that isn't public or in your policy, made up to close the sale.
- "Just this once" unless a person has decided it.
- "The sale ends tonight" when it doesn't.
- A refund of the difference before you've issued it.
- Anything that suggests the customer is being cheeky for asking. Asking is normal.
The rest of the set
This is one of 23 free customer service email templates, by scenario, last updated 2026-10-11.
These cover one kind of email. Reply recipes, the paid pack, has twelve, including discount requests, where is my order, damaged and wrong items, returns inside and outside the window, warranty claims, refunds, cancellations and angry customers. It also has a fill-in policy template and rules for an AI that drafts your replies.
More replies like this: Where is my order?, Cancel an order and Damaged or wrong item. All twelve, with a fill-in policy, are in the Reply recipes pack.
Last reviewed 2026-10-11.
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Tim Haines