Online-shop customer service templates
Editable wording for shipping delays, exchanges and returns, out-of-stock items and thank-you messages.
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Online-shop support is repetitive by nature. Most questions fall into a handful of categories, and customers expect a quick, polite and clear answer. Below are four groups of templates you can paste into snippets and edit to your policy. Every placeholder in square brackets is for you to fill.
Shipping delay
When a delay happens, the worst reply is silence and the second worst is a vague one. Name the cause if you know it, give a new date, and offer a way to cancel. Only promise a date you can keep.
Hello [Name], Thank you for your patience. Your order [Order no.] has been delayed because [reason]. We now expect to ship it on [Date], and you will receive a tracking number by email as soon as it leaves us. If you would rather cancel the order, just reply to this message and we will arrange it. Kind regards, [Shop name]
Exchange and return
Returns go smoothly when the customer knows exactly what to do next. Mention the time limit, the condition the item should be in and who pays for the shipping, according to your own policy. Do not copy a policy you do not apply.
Hello [Name], We are sorry the item did not work out. You can return or exchange order [Order no.] within [14] days of delivery. Please send it back unused and in its original packaging to: [Return address] Please include your order number in the parcel. Once we have received it, we will [refund / send the replacement] within [5] business days. Return shipping is [paid by you / paid by us]. Kind regards, [Shop name]
Out of stock
An out-of-stock message is a chance to keep a sale. Give the restock date only if you know it, otherwise say so honestly, and suggest an alternative.
Hello [Name], Thank you for your interest in [Product]. Unfortunately it is currently out of stock. We expect to have it again around [Date / we do not have a date yet]. In the meantime, [Alternative product] is available and might suit you: [Link]. If you like, reply to this message and we will let you know as soon as [Product] is back. Kind regards, [Shop name]
Thank you after delivery
A short thank-you after delivery costs nothing and invites a review. Do not push for a five-star rating, just say that feedback is welcome.
Hello [Name], Your order [Order no.] should have arrived by now. Thank you for shopping with us! If anything is not as you expected, please reply and we will gladly help. If you are happy with your purchase, a short review helps other customers. Kind regards, [Shop name]
What it saves
A realistic example: a small shop answers about 40 customer messages a day, and about half of them fit one of these four templates. If each of those 20 messages takes 40 seconds to type and 10 seconds to expand and personalize, you save around 10 minutes a day, which is close to an hour a week. More importantly, wording is consistent and every message carries the required information.
Cautions
- Never store customer data, order details or payment information in a snippet; use placeholders and fill in the details when you send.
- Never put card numbers, bank passwords or login data into any snippet.
- Check that your wording matches your actual return, refund and shipping terms and the consumer rules that apply where you sell.
Practical tip: name the group consistently, for example /cs-delay, /cs-return, /cs-stock, and put them in one folder on the website. When a new employee starts, they have the complete answer set in one place.