Product Related Email Templates

Product Quality — Allergic Reaction or Skin Irritation [ALLERGIC REACTION — REFUND NOW]

When to use: Customer reports a skin reaction, redness, dryness, or irritation after using the product. Refund immediately — no return required.

Hi [CUSTOMER_FIRST_NAME],

I'm so sorry to hear this — your comfort and safety matter far more to us than any transaction, and I want to make this right immediately.

I've processed a full refund for your order [ORDER_NUMBER] right now. Please don't worry about returning the product — keep it or discard it, whatever is easiest for you.

For your future reference, we always recommend doing a small patch test on the inside of your wrist or behind your ear before applying any new skincare product to your face, and waiting 24 to 48 hours to check for any sensitivity. That said, I'm sorry this experience wasn't what it should have been, and I appreciate you letting us know.

Please take care of yourself, [CUSTOMER_FIRST_NAME], and don't hesitate to reach out if there's anything else I can do

Warmly,

[AGENT_NAME]

Olenis Customer Care

Product Quality — Damaged, Leaking, or Packaging Issue [DAMAGED PRODUCT]

When to use: : Customer received a damaged or leaking product. Ask for a photo, then arrange reship or refund.

Hi [CUSTOMER_FIRST_NAME],

I'm really sorry to hear your order arrived in that condition — that's genuinely not okay, and I want to get this fixed for you straight away.

To help me process your replacement or refund as quickly as possible, would you be able to send over a quick photo of the damaged item, and the packaging with the shipping label that shows the order number & tracking details? That's all I need to move things forward on my end.

As soon as I receive it, I'll take care of order [ORDER_NUMBER] immediately — whether that's a free replacement or a full refund, whichever you prefer. I'll follow your lead. Thank you for your patience, [CUSTOMER_FIRST_NAME]

Warmly,

[AGENT_NAME]

Olenis Customer Care

Product Quality — Doesn't Work or Unsatisfied With Results [UNSATISFIED — REFUND PROCESSED]

When to use: : Customer says the product didn't deliver results or they're generally dissatisfied. Refund and leave the door open.

Hi [CUSTOMER_FIRST_NAME],

Thank you for being honest with me — I truly appreciate it, and I'm sorry the product didn't live up to what you were hoping for.

Skincare is deeply personal, and what works beautifully for one person's skin can fall flat for another. That's not your fault, and I don't want you to feel like you're out of pocket because of it.

I've gone ahead and processed a full refund for your order [ORDER_NUMBER]. You should see it back in your account within 5 to 10 business days. If you're ever curious about trying a different product in our range, I'd love to help you find something that's a better fit — just reach out anytime. But no pressure at all.

Take care, [CUSTOMER_FIRST_NAME]

Warmly,

[AGENT_NAME]

Olenis Customer Care

Order Cancellation Request (SDC) for Initial Order or S&S New Shipment for monthly — Within 24 hours (Pre-auth Charge)

When to use: Customer requests to cancel the order within 24 hours and declined all saving attempts. This applies for initial orders or New shipments being billed for S&S.

Hi [CUSTOMER_FIRST_NAME],

Thank you for reaching out. I have successfully processed the cancellation for your order #[Order Number].

Since the payment for this order was not yet fully captured, you may see a "pending" authorization on your statement. This should disappear within 3–5 business days depending on your bank, as no funds were actually withdrawn.

If you decide to shop with us again in the future, we’d love to have you back!

Warmly,

[AGENT_NAME]

Olenis Customer Care

Order Cancellation Request (SDC) for Initial Order or S&S New Shipment for monthly — Payment Already Captured / Fulfillment in process

When to use: Customer requests to cancel the order within 24 hours and declined all saving attempts - Payment is captured -Recently fulfilled (within 24 hours) and no movement yet.

Hi [CUSTOMER_FIRST_NAME],

I understand that you still want to cancel the order. Please note that we usually cannot cancel orders once they have been shipped, but since your order is still in the early stages of processing, we are making every effort to stop it for you.

I have reached out to our fulfillment team to see if we can intercept the shipment before it leaves the warehouse.

I will monitor the status of this request and follow up with you as soon as I receive a confirmation from the warehouse. Please keep an eye on your inbox for an update.

Warmly,

[AGENT_NAME]

Olenis Customer Care

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