Thank-you email templates after an order
Six thank-you emails for B2B suppliers: a first order, a repeat order, a large order, a check-in after delivery and a thank-you after a complaint is resolved.
By the PromptLab team16 October 20264 min read
A thank-you email after an order is cheap and it does real work. It confirms the buyer's choice, tells them what happens next and starts the relationship that leads to the second order. Most suppliers send only an automatic confirmation, so a short personal note stands out.
These templates cover a first order, a repeat order, a large order, a check-in after delivery and the thank-you after a problem is put right. Keep each to a few lines. For the order confirmation itself, see what is a sales order, and for what to do next, how to increase repeat orders.
Thanking a new customer
Subject: Thank you for your first order, [Company]
Hi [First name], Thank you for your first order with us: [Quantity] of [Product], order [Order number]. We know a new supplier is a decision, and we'll work to earn it. Here's what happens next: dispatch is planned for [Date] and I'll send tracking when it leaves. If anything on the delivery needs to change, such as the receiving hours or the contact person, tell me now. I'm your direct contact for anything on this order: [Phone]. [Your name]
Use it the same day the order is confirmed. Say what happens next so the buyer isn't left guessing.
Thanking a returning customer
Subject: Thanks for the repeat order, [First name]
Hi [First name], Thank you for the new order for [Product]. I've put it through today, and it should ship on [Date]. Your last order was in [Month], so you're running on a [Number]-week cycle. If it helps, I can plan stock around that and keep a pallet for you. Just say the word. [Your name]
Use it for buyers who reorder regularly. Mentioning their rhythm shows you notice. See our reorder reminder templates for the other side of it.
Subject: [Number] years of working together
Hi [First name], This week marks [Number] years since your first order with us. Thank you for the trust, and for the honest feedback that has made our [Product] better. If there is anything you'd like us to do differently in the year ahead, I'd like to hear it. A call or a few lines by email is enough. [Your name]
Use it once a year for your best accounts. Skip the gift unless it's useful.
Thanking a large order
Subject: Thank you for order [Order number]
Hi [First name], Thank you for order [Order number], our largest with [Company] so far. I've checked stock and the schedule with our warehouse, and I can confirm [Quantity] will ship on [Date]. Because of the size, I'll update you at three points: when production or picking is complete, when it leaves, and when it reaches you. If your receiving team needs anything from us beforehand, such as the pallet plan or documents, tell me and I'll send it. [Your name]
Use it for orders well above the buyer's usual size. Promise a plan you will keep.
After delivery
Subject: Did order [Order number] arrive as expected?
Hi [First name], The courier shows order [Order number] as delivered on [Date]. Could you confirm that the quantity and condition were as expected? If anything is off, reply with a photo and the batch number [Batch number] and I'll sort it out the same day. [Your name]
Use it a day or two after delivery. It catches problems early, while they are small. If the product is new to them, add a sentence asking how it performs.
After a complaint is resolved
Subject: Thank you for your patience on order [Order number]
Hi [First name], Thank you for telling us about [Problem] on order [Order number], and for your patience while we looked into it. The cause was [Short, honest cause]. We have [Action taken, for example replaced the pallet or changed our check]. I'm sorry for the trouble. I'll check in on your next delivery to make sure it goes as it should. [Your name]
Use it once the issue is closed, not before. Keep the explanation honest and short. Buyers remember how you fixed it more than that it happened.
How to personalise them
- Send it from the account owner. A name the buyer knows, not "Customer Service".
- Refer to the product and the order number. It proves a person read the order.
- Say what happens next. Dates beat warm words.
- Don't ask for anything in the same email. No upsell, no review request. Thank, then stop.
Send them from your CRM
Frequently asked questions
Should I send a thank-you email after every order?
For a first order, a large order and a repeat order from a key account, yes. For routine small reorders, an order confirmation is enough, with a personal line now and then.
What should a thank-you email after an order include?
Thanks, the order number, the product and quantity, the expected ship date and your direct contact. Nothing else.
How soon after the order should I send it?
The same working day. Delivery check-ins go one to two days after the goods arrive.
Is it a good moment to ask for a referral?
Not in the thank-you itself. Ask after a smooth delivery, once the buyer has seen you perform.
How do I thank a customer who had a bad experience?
Wait until the problem is solved, explain what went wrong in plain terms and say what you changed. Our new customer onboarding checklist covers how to prevent the early problems.