Reply templates. Copy, adapt, send.

Where is my order?

Hi [name], thanks for reaching out! Your order [number] left our warehouse on [date] and is on its way with [carrier]. You can track it here: [link]. It should arrive by [date] — I’ll keep an eye on it for you.

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Shipping delay

Hi [name], I’m sorry your order is taking longer than expected. [Carrier] has a delay in your area, and the new delivery date is [date]. I know waiting is frustrating — if it hasn’t arrived by then, reply here and I’ll sort it out right away.

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Refund approved

Good news, [name] — your refund of [amount] has been approved. It’s on its way back to your [payment method] and usually shows up within [5–10] business days, depending on your bank. Thanks for your patience!

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How do returns work?

Hi [name]! You can return any unused item within [30] days of delivery. Start your return here: [link], pack the item in its original packaging and drop it off with [carrier]. Once it reaches us, we refund you within [3] business days.

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Out of stock

Hi [name], I’m sorry — [product] is out of stock right now. We expect it back around [date]. Want me to let you know as soon as it’s available? In the meantime, [alternative] is very similar and in stock.

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Item arrived damaged

Hi [name], I’m really sorry your [product] arrived damaged. Could you send a photo of the item and the box? As soon as I have it, I’ll send a replacement for free — no need to return the damaged one.

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Wrong item received

Hi [name], I’m so sorry — we sent you the wrong item. I’ve already arranged for the right [product] to ship today, and here’s a free return label for the other one: [link]. Thanks for letting us know!

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Asking for a discount

Hi [name], thanks for asking! We don’t have a promotion running right now, but if you sign up to our newsletter you’ll get [10%] off your first order: [link]. And our next sale starts on [date].

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After hours

Thanks for your message! Our team is offline right now — we’re here [Mon–Fri, 9:00–18:00]. We’ll reply first thing tomorrow. In the meantime, you might find your answer here: [help center link].

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Change the delivery address

Hi [name], no problem! Your order hasn’t shipped yet, so I’ve updated the address to: [new address]. You’ll get the tracking link by email as soon as it leaves our warehouse.

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Cancel my order

Hi [name], your order [number] has been cancelled and you won’t be charged. If the payment was already taken, the refund will reach your account within [5–10] business days. Sorry to see it go — we’re here if you need anything.

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Thanks for your order

Hi [name], thank you so much for your order! We’re packing it with care and it ships within [1–2] business days. If you have any questions, just reply to this message — a real person will answer.

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Following up

Hi [name], just checking in — did the solution we sent work for you? If anything is still not right, reply here and I’ll pick it up straight away.

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Passing to a specialist

Hi [name], thanks for your patience. This needs a closer look from our [team], so I’ve passed it on with all the details — you won’t need to repeat anything. They’ll get back to you by [time].

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Asking for a review

Hi [name], I’m glad we could help! If you have a minute, a short review would mean a lot to our small team: [review link]. Thank you!

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Closing the conversation

Glad that’s sorted, [name]! I’ll close this conversation now, but you can always write again here — we’ll pick up right where we left off. Have a great day!

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