LegalZoom customer service email templates

I developed these templates in response to common customer inquiries at LegalZoom. The company has a standardized closing for emails, so the templates do not include closings or signatures.

Scenario: Customer emails us to request their “corporation” number, but they formed an LLC. I discovered that this is because the customer wants to file a report online, but the Secretary of State website only allows corporations to do so. Thus, the website will request a corporation number.

Dear [Customer Name],

For your convenience, we have attached your filed articles to this email. You can locate the LLC number, also known as the filing number or entity number, in the top right-hand corner.

It sounds as though you are attempting to file your Statement of Information online. Unfortunately, the California Secretary of State does not allow LLCs to file their report online. You must either file the Statement of Information by mail or at the public counter in Sacramento. For further questions, please contact the state directly at (916) -657-5448.

Scenario: Customer is concerned that we sold their information to a third party. 

Dear [Customer Name],

[Company] does not sell or provide your information to third parties without your permission. We only provide your information to a third party if you opted into a free offer or paid service provided by one of our business partners. When you placed your order, you may have indicated that you wish to receive one of these offers, which requires the third party to contact you directly to provide the service.

Please note that some of your contact information may become public information once your business is filed with the state. Unfortunately, we cannot control how much or what information is made public by the Secretary of State. To ask about what information is provided to the public, please contact the state directly at [State Contact Information].

Scenario: Customer provided conflicting information in their order questionnaire. 

Dear [Customer Name],

You indicated your LLC will be managed by more than one manager. However, you only provided the name of one manager. To resolve this issue, please reply to this email to provide the following information:

  1. How many managers will manage the LLC; and
  2. The full legal name and address of each manager.

Once this information is received, we will update your order and submit it for processing with the state. An email notification will be sent once your order is submitted to the state.

Scenario: Secretary of State allows the customer a special option regarding the individuals listed on their filed articles.

Dear [Customer Name],

You indicated that your LLC will have both managers and members. Your filed articles with the Secretary of State allow you to list either all the members and managers OR just the managing members. To resolve this issue, please reply to this email to indicate which of the following you would like listed on the articles:

  1. All managers and members, or
  2. Only the managing members (members who are also managers)

Once this information is received, we will update your order and submit your documents for processing with the state. An email notification will be sent to you once your order is submitted.

Scenario: Customer provided conflicting information on their order questionnaire.

Dear [Customer Name],

When you completed your order questionnaire, you indicated that you would like your nonprofit to be a mutual benefit nonprofit and have tax exempt status. To move forward with your order, we will need additional information. Please reply to this email and indicate the following:

  • Please provide the numbered section of the 501(c) code you will be filing for with the IRS. Please note that a mutual benefit nonprofit cannot also be 501(c) qualified.
  • If you wish to file for the 501(c)(3) code, please indicate whether your entity will be public benefit (charitable) or religious. It cannot be mutual benefit.

You can find more information regarding the 501(c) codes at the IRS website.

Once we have the information above, we will update your order and submit your documents to the state for processing. An email notification will be sent once your order has been submitted.

Scenario: We wish to inform the customer that their business activity may require additional licensing requirements before we file their business. 

Dear [Customer Name],

Your order is currently on hold to make you aware that you may have additional licensing requirements after filing, due to your business activity in construction or contracting. For questions or clarification, you can contact the Contractors State License Board directly on their website.

The application for a formed LLC to apply for a contractor license is available on their website as well.

Please review this information and reply to this email or call us to let us know if you would like to continue with your order as-is or make any changes.

Scenario: Customer is unable to read the pre-filled information on a PDF document we emailed to them. 

Dear [Customer Name],

We apologize that you are unable to view the pre-filled information on your documents. The problem is likely that your Adobe Reader is out of date, that you are viewing the file on a mobile device, or that you are viewing the file on a Mac computer. To resolve this issue, try the following steps:

  1. Download or update Adobe Reader.
  2. Ensure that you are not viewing the file on a mobile device.
  3. If you are still unable to view the document and are using a Mac computer, please try again on a PC.

Please reach out to us if the steps above do not work, and you are unable to see the information listed on your documents. We will be happy to mail a hard copy of the files.

Scenario: Customer received a password reset email, but they did not attempt to reset their password. 

Dear [Customer Name],

We are dedicated to protecting the security of your account. Sometimes these password requests are sent in error by other customers with an email address similar to yours. If you believe that someone is making an illegitimate attempt to access your account, we encourage you to update your password online.

To change your login email address or password, simply sign into your account and select the Account tab. If you edit your login email address, this will also change your main email contact with [Company Name].

Scenario: Individual claims that their credit card was used fraudulently in a customer’s account. 

Dear [Customer Name],

We are sorry to hear that your card was used by one of our customers to make unauthorized charges. If you have not done so already, please contact your financial institution to report and/or dispute the charges on your card.

Once your financial institution and/or law enforcement contacts us regarding the theft of your information, we will cooperate fully with the investigation.

We would like to begin our investigation and stop charges on your card. To do so, we will need the following information. If you are uncomfortable providing this information, that is perfectly fine. However, we will be unable to conduct our own investigation, and the investigation will be limited to your financial institution and/or law enforcement.

If you wish to assist us with an investigation, please provide the following:

  1. Your name
  2. Date(s) of the charge(s)
  3. Amount(s) of the charge(s)
  4. Account holder name, if known
  5. Card type (Visa, Mastercard, etc.) and last four digits of the card number
  6. The following information listed on the bank statement:
    1. Name of charging entity
    2. Phone number provided on statement
  7. Copy of statement (optional)
  8. Your contact number and email address, so that we can follow up with you

Should you provide this information, we will keep you apprised of the results of our investigation, using the contact information you provided.

We sympathize with you during this process, and we will do anything we can to assist with the identity theft investigation. Please let us know if you have any questions or concerns.