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Price match requests: reply templates

A price match request is a customer telling you they would rather buy from you. These replies check the like-for-like details, then match with a single-use code. If your policy is not to match, the formal version can be adapted to say so politely.

Updated 11 October 2026

Template

Subject: We'll match that price on {product_name}

Hi {first_name}, Thanks for sending the link. I've checked {competitor_name} and they do have {product_name} at {matched_price}, same model and in stock, so we're happy to match it. Use the code {discount_code} at checkout and the price will drop to {matched_price}. It's single use and valid for 48 hours. Thanks for choosing to buy from us, {agent_first_name} {workspace}

Subject: Your price match request for {product_name}

Dear {first_name}, Thank you for your price match request for {product_name}. We have checked the listing at {competitor_name} and confirmed that it is the same product, in stock and sold by a UK retailer at {matched_price} including delivery. We are therefore able to match this price. Please use code {discount_code} at checkout. The code may be used once and expires in 48 hours. Kind regards, {agent_first_name} {workspace}

Subject: Price matched: {product_name}

Hi {first_name}, We'll match {competitor_name}'s {matched_price}. Use code {discount_code} at checkout within 48 hours. {agent_first_name} {workspace}
{first_name}Filled by Hobson
The customer's first name.
{product_name}
The product they want to buy.
{competitor_name}
The retailer with the lower price.
{matched_price}
The price you are matching, for example £84.00.
{discount_code}
A single-use code that brings your price down to the matched price.
{agent_first_name}Filled by Hobson
The first name of the teammate sending the reply.
{workspace}Filled by Hobson
Your shop name.

When to use it

  • A customer sends a link to the same product cheaper elsewhere and asks if you will match it.
  • You offer price matching and need to confirm the conditions before honouring it.
  • You want a consistent answer for price match requests across the team.

UK consumer law

There is no legal duty in the UK to match a competitor’s price. If you advertise a price promise, though, consumer protection law expects you to honour it on the terms you published, so write those terms down and apply them consistently. This is a general guide, not legal advice.

How to use it

  1. 1

    Check like for like

    Confirm the same model, colour and size, that it is in stock, and compare the total including delivery.

  2. 2

    Check the seller

    Marketplace listings from unknown sellers and clearance prices are often outside a price match. Decide your rules in advance.

  3. 3

    Use a single-use code

    Create a code for the exact difference, limited to one use and a short expiry, so it cannot be shared.

Common mistakes

  • Matching the headline price without adding the competitor’s delivery charge.
  • Creating a reusable code that ends up on a voucher site.
  • Saying yes to one customer and no to the next for the same request. Put the policy in your knowledge base so every reply follows it.

What they usually ask next

Once they have the code, a common follow-up is that it will not apply at checkout. Discount code not working

Related templates

All products and shipping templates

Questions