This guide provides ready-to-send email templates for every common Olenis customer scenario. Rescue templates are structured as confident, single-offer messages — one offer per response, in sequence — so agents deliver a clear, personalised recommendation rather than a list of options.
Cancellation Requests Email Templates
Rescue — Offer: Skip a Shipment
Rescue — Offer: Adjust Frequency
Rescue — Offer: Swap the Product
Cancellation Confirmation
Cancellation — Threatening Language
Refund Processed
Shipping Issues Email Templates
Where Is My Order? (WISMO)
Reshipped Order Notification
Package Held at Carrier
Product Quality / Damaged
Address Changes
Product Related Email Templates
Cancel Request - Within 24 Hours
Cancel Request - Outside 24 Hours
Product Quality / Damaged / Allergic Reaction
Special Scenarios Email Templates
Duplicate Subscription
Blank Email / Contact Form
Failed Payments
VIP Cancel Request
VIP Benefits + Rescue Offer
VIP Cancellation Confirmation
VIP Refund - Partial
VIP Refund - Full