Scripts & templates
Pre-written responses for common situations. Copy, personalize, send. Never paste as-is — always add the customer’s name and a sentence acknowledging their specific situation.
Activation failure — first response
Hi [name], I’m sorry your eSIM isn’t connecting yet — let’s get this sorted. To help me diagnose quickly, could you tell me:
- Your device model (e.g. iPhone 15, Pixel 8)
- Which country you’re currently in
- Did you install by scanning the QR code, or by entering the activation code manually?
Most issues resolve within a few steps once I have these. If for some reason it can’t be resolved, a full refund is an option — no stress.
Activation failure — resolved after reissue
Hi [name], I’ve reissued your eSIM. You’ll see a new QR code in the email that just arrived. Please delete the old eSIM profile first, then scan the new QR. It should activate within 2–5 minutes. Let me know the moment you’re online.
Refund approved — product not used
Hi [name], no problem — I’ve processed a full refund to your original payment method. You’ll see it in 3–5 business days. If your travel plans change in the future, we’ll be here.
Refund denied — product worked as described
Hi [name], I understand the frustration, but I have to be straight with you: based on our records, the eSIM was active and you used [X GB] of data during [date range], which matches the product description of [what they bought]. I can’t issue a refund for the portion already used, but I can offer [specific alternative, e.g. 20% discount on a top-up].
Coverage mismatch — our listing was ambiguous
Hi [name], thanks for flagging this. Looking at our product page, I can see how the coverage description wasn’t clear enough. That’s on us. I’m issuing a full refund and will fix the listing so the next traveler isn’t caught out. I really appreciate you taking the time to tell us.
To the reseller — monthly statement
Hi [name], attached is your October statement. Total orders: [N]. Total amount: [$X]. Please settle by [date] to [account]. Any questions, reply here.
More templates needed
If you find yourself re-writing the same response for the third time, turn it into a template and add it here.