Source: Coda KB p70, Intercom macros library — original numbered #1. When to use: Customer is approved for a replacement and you’re confirming next steps.
Hi {customer_first_name},
Thanks for confirming the details. I've processed a replacement order for your {product_name}. You'll receive a separate email with tracking information once it ships from our Miami warehouse — usually within 1–2 business days.
You don't need to return your current pair unless we've explicitly requested it (some defects don't require return; we'll let you know).
Let me know if there's anything else I can help with.
Best,
{agent_name}
Lucyd Customer Support