Paraphrase the customer's situation
You're getting ready to run the grocery store to pick up a few things. You're almost out the door when your roommate calls out, "Can you pick me up some coffee filters, "toothpicks, and Kleenex?" You replay, "Yeah, sure, will do." But something in your voice makes your roommate wonder if you were really listening. All of a sudden she's in the doorway blocking your exit. She says, "Repeat it back. "What did I ask you to pick up?" You smile and reply, "Coffee filters, tissues, and toothpicks. "Got it." That's paraphrasing in action. It works with roommates and it works really well when you're writing emails to customers.
Paraphrasing the customer's complaint or question is an email best practice. When you do this you show that you read the customer's email closely and that you care about them personally. For example, when a customer's email mentions that he ordered a gift card for his wife's birthday, but it arrived late, your reply should mention the wife or the birthday. That's paraphrasing. Another best practice is to include details.
Source: https://www.linkedin.com/learning/writing-customer-service-emails/paraphrase-the-customer-s-situation