Reply: Bug Report, Need More Details

Purpose: collect the exact details needed to reproduce a problem, in one message, without frustrating the customer.

Use it when: a customer reports that something "doesn't work" but you cannot reproduce it or do not have enough detail.

Goal: one reply from the customer that gives the team everything needed.

Version: v1.0

Before you send

Tried to reproduce with the information you have
Checked known issues and team updates
Checked the customer's account and recent activity for clues (errors, failed payments, settings)
Tried the two or three most common fixes from the knowledge base
Only the questions you truly need (maximum four)

The flow

1. Thank and show what you checked

You: Hi (CUSTOMER FIRST NAME), Thanks for letting me know (FEATURE) isn't working. I've checked your account and tried it on my side, and I want to get to the bottom of this.

Why it works: shows effort before asking for theirs.

2. Quick things to try first

You: Two quick things often fix this:

(COMMON FIX ONE, for example "Sign out and back in.")
(COMMON FIX TWO, for example "Try a private or incognito window.")

3. Numbered questions (only what you need)

You: If it still doesn't work, could you reply with:

What you clicked or typed just before it went wrong
What you expected, and what happened instead (any error message, word for word)
The device and browser or app you're using
A screenshot, if you can (please cover any card or password details)

Why it works: numbered, simple questions get complete answers.

4. What happens next

You: As soon as I have these, I'll test it again and get it to our product team if needed. I'll come back to you within (TIME FRAME) of your reply. Best, (YOUR NAME)

If the customer is not technical

Make questions simpler and offer a call if the client allows phone support:

You: No problem if you're not sure about the technical details. Just tell me in your own words what you see on the screen, or reply with a good time and number, and I'll call you to look at it together.

If the quick fix works

You: Great news, glad that sorted it. If it happens again, reply here and I'll look into it straight away.

Tag the root cause (for example "browser cache") so the knowledge base can be improved.

Objections and tricky replies

Customer says	You reply
"I already told you, it doesn't work!"	"You did, and I'm sorry to ask for more. These details let our team fix it for good, not just for today."
"I don't have time for this."	"Understood. Just the error message or one screenshot is enough to start. I'll do the rest."
No reply	Follow the No Reply Follow Up template.

After you send

Internal note:

Issue: (FEATURE) not working. Checked: account, known issues, could not reproduce on (DEVICE, BROWSER TYPE). Done: sent 2 quick fixes and 4 questions. Promised: reply within (TIME FRAME) of their answer. Next: reproduce, escalate to product if confirmed.

Tags: bug, needs info. Status: Pending.

Coach's note: ask for the exact error message, word for word. Two problems that look the same to a customer often have completely different error messages, and that one line can save the product team hours.