How to reply to a customer service reply that didn't solve your problem

Updated November 12, 2026

State the problem again in one sentence, say in a line why their answer did not fix it, and ask for one specific next step: the fix, a refund, or a higher-level agent. Keep your ticket number in the subject. Stay calm and factual, because the person reading is usually the one who can help.

Reply: Within 1 to 2 days. Replying on the same ticket keeps the history attached, and a quick, clear reply is more likely to reach someone who still remembers the case.

What your reply should say

Thank them briefly for the answer, then say plainly that the problem is still there.
Restate what you need in one sentence, with the order number or ticket number.
Say what their answer missed, and what you already tried so they don't repeat it.
Ask for one clear next step and a date you expect to hear back.
Offer a screenshot or other proof if it helps them see the issue.

3 replies you can copy

Pick the one that matches what you want to say, copy it, and change everything in [brackets].

1Clarify the real problem

Their answer shows they misunderstood what is wrong.

Subject Re: [Ticket number] - [Original subject]

Hi [Name],

Thank you for your reply. I think my message was unclear, so let me restate it.

The issue: [one sentence].
What I expected: [one sentence].
What happened: [one sentence].

Your suggestion of [their suggestion] doesn't apply because [reason]. Could you look at this specific point?

Thank you,
[Your name]

2Ask for escalation

You've explained twice and the same answer came back.

Subject Re: [Ticket number] - Please escalate

Hi [Name],

Thank you for your help so far. This is still unresolved after [number] replies, and I've already tried [steps you tried].

Please pass this ticket to a senior agent or a team lead who can [fix/refund/replace]. I'm glad to share anything they need.

Could you confirm who will take it and when I'll hear back?

Thank you,
[Your name]

3Request a specific remedy

You know the outcome you want, such as a refund or replacement.

Subject Re: [Ticket number] - Request for [refund/replacement]

Hi [Name],

Thanks for your reply. Since the issue wasn't resolved, I'd like a [refund / replacement / credit] for [order or service] on [date].

The reason: [one sentence]. My order number is [number].

Please confirm what you can do and by when. If this needs a different department, please forward it to them.

Thank you,
[Your name]

Already late? Send this instead

For when you are a week late or more. Own the delay in one line, then do the job.

Subject Re: [Ticket number] - [Original subject]

Hi [Name],

Sorry for the slow reply on ticket [number]. I was waiting to see whether your suggestion worked.

It did not. The problem is still [one sentence], and [what you tried] made no difference.

Could you escalate this or offer another fix? I can send screenshots if they help.

Thank you,
[Your name]

Mistakes to avoid

Writing in all caps or listing every frustration. A clear single request gets further than a long complaint.
Opening a new ticket. That splits the history and makes you start over with a new agent.
Threatening a bad review before you have asked for escalation, which closes doors.
Leaving out the order number or account details they need to look you up.
Replying with only "that didn't work." Say what you tried and what happened.

Questions people ask

Should I reply on the same ticket or start a new one?

Reply on the same ticket so the history stays together and nobody asks you to repeat yourself. Start a new one only if the old ticket is closed and replies bounce. If you do, quote the old ticket number in your first line.

How do I ask for a manager without sounding rude?

Ask for the next level of support as a step, not as a complaint. Say you have already tried their suggestions and you want someone who can approve a fix. Polite, specific requests usually get passed along faster than angry ones.

More reply guides

How this page was made

Written by Westward, who make Orbit, as starting points you edit before sending. The replies use placeholders, not real people or real mail. Nothing here is legal, tax or medical advice; for contracts, money or health, check the document or ask a professional. All reply guides.