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The same questions every day, retyped every time until it wears you down. So we wrote the answers out for you.
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5
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257 replies
The first message sets the response-time expectation for the whole conversation. Keep it short, name a person, and ask one question.
Someone opens the chat with a question.
Hi, I'm [Agent name] from [Store name]. Happy to help. What are you looking for today?
First response to an inbound email.
Hi [Customer name], Thanks for writing in. I'm [Agent name] from [Store name] and I'll be looking after this for you. [Answer] If anything above isn't clear, just reply to this email and it comes straight back to me. Best, [Agent name]
The shopper has ordered from you before.
Hi [Customer name], good to see you back at [Store name]. Is this about your recent order, or can I help you find something new?
You can see which product they're viewing.
Hi, I see you're looking at [Product name]. Happy to help. Is it sizing, shipping, or something about the product itself?
Nobody is online to pick the conversation up.
Thanks for reaching out. Our team is offline right now, but leave your question and your email here and you'll have an answer by [Time] [Timezone], usually sooner.
Queue is long: a sale, a launch, or peak season.
Hi, thanks for your patience. We're busier than usual today. Send your question through now and I'll get to you within about [X] minutes.
You need a way to follow up if the chat drops.
Before we dig in, what's your name and the best email for you? That way if we get cut off, I can pick this straight back up instead of starting over.
The message arrives in a language your team doesn't cover.
Hi [Customer name], happy to help. I'm replying in English, but write in whichever language is easiest for you and I'll follow along.
Sizing, materials, and compatibility make up 15–25% of store tickets, and they arrive before the money does. Answer with a recommendation, not a link.
Shopper is between sizes or unsure of your fit.
Happy to help you get this right first time. [Product name] runs [true to size / small / large]. If you're normally a [Size], I'd go with [Size]. Full measurements are here: [Size chart link]. If it's not right when it lands, exchanges are free.
Their measurements fall between two sizes.
You're right on the line between [Size] and [Size]. For [Product name] I'd size [up / down]: [Fit detail]. If you'd rather try both, order the two and send back whichever doesn't work.
Question about fabric, finish, or how to look after it.
[Product name] is [Material]. Care is simple: [Care instructions]. It [does / doesn't] soften after washing, so [Advice].
Compatibility question: parts, devices, accessories.
Yes, [Product name] fits [Compatible model / spec]. The one thing to check is [Requirement]. If yours is [Exception], you'd want [Alternative product] instead.
Shopper is comparing two items in your catalog.
The short version: [Product A] is [Key difference], and [Product B] is [Key difference]. If [Use case], go with [Product A]. If [Use case], [Product B] is the better buy.
They describe a need rather than naming a product.
For [Use case], I'd point you at [Product name]: [Reason in one line]. [Product link]. If you'd like something [Cheaper / warmer / lighter], [Alternative product] is the other one I'd suggest.
They're shopping for someone else and can't check sizes.
Good call asking first. For a gift I'd suggest [Product name]. It's [Reason], and it's one of the few things here that works regardless of [Size / fit]. If the size is wrong, they can exchange it themselves within [X] days without needing your receipt.
Furniture, homeware, or anything that has to fit a space.
[Product name] measures [Dimensions] and weighs [Weight]. Worth checking your [Doorway / shelf / wall space] against that before you order. It's the one thing people get caught out by.
Shopper wants to touch the product before buying.
We're online only, so the closest thing I can offer is [Detail photos / video link] and a proper look at the measurements: [Size chart link]. Returns are [X] days, so you can order it, see it at home, and send it back if it isn't right.
What they want isn't what this product does.
Being straight with you: [Product name] isn't the right fit for [Their need]. [Reason]. What you actually want is [Alternative product], or if we don't carry it, [Honest suggestion]. I'd rather tell you now than process a return later.
A spec question you genuinely can't answer from what you have.
Honest answer: I don't know, and I'd rather check than guess at you. I'm asking [Manufacturer / our buyer] now and I'll come back by [Date]. If it's urgent, [Alternative product] has that spec published and I can confirm it today.
They want a variation you don't produce.
We don't do custom [Variation], and I'd rather say that plainly than string you along. The closest thing we stock is [Alternative product]. If you need it exactly as described, [Honest suggestion] is where I'd look.
Shopper names a competitor product.
Fair question. [Product name] is [Honest difference] where [Competitor product] is [Honest difference]. If [Use case] matters most to you, theirs is arguably the better buy. If [Use case] does, ours is.
Someone asks about quantity before ordering.
We have [X] of [Product name] on hand and can get more in [X] business days. If you need [X] by [Date], tell me now and I'll ring-fence what's here rather than let it sell through while we talk.
Measurements land between two sizes on a tailored piece.
For [Product name] I'd size [up / down]. It's cut [slim / relaxed] through the [Shoulder / waist / hip], and at [Measurement] you'd be at the [tight / loose] end of [Size]. Full chart: [Size chart link]
Shopper wants a reference body to judge fit.
The model is [Height] and wearing [Size]. If you're shorter than that, the [Sleeve / hem] will sit lower on you than in the photos. Happy to talk through it if you tell me your usual size in [Comparable brand].
Natural-fibre garment, first-wash question.
[Product name] is [Material], so expect around [X]% shrinkage on the first wash if you machine dry it. Wash cold and hang dry and it holds its size. If you're borderline between sizes, that's an argument for the larger one.
Shopper worried the screen colour is off.
[Product name] in [Colour] photographs slightly [lighter / warmer] than it looks in daylight. The most accurate shot is [Image reference]. If it lands and the colour isn't what you expected, returns are free, so you're not stuck with it.
Cross-border shopper confused by the size labels.
Our sizes are [US / UK / EU]. A [Size] here is roughly a [Size] in [Other system]. Rather than convert twice, give me your [Bust / waist / chest] measurement and I'll tell you the size to order.
Shopper building an outfit.
[Product name] sits best with [Product name] and [Product name]. If you're after [Occasion], I'd go [Specific combination], which is the pairing most people come back for. Both here: [Collection link]
They don't know the recipient's size.
Safest bet on [Product name] is [Size], because it's cut [relaxed / adjustable] so it works across a range. If it's wrong, they can exchange it themselves within [X] days without needing your receipt or telling you.
Delicate or structured garment.
[Product name] is [Material]: [Care instructions]. The one thing that ruins them is [Common mistake]. Do that once and it won't come back, so it's worth the extra two minutes.
Repeat customer whose usual size no longer works.
You're right, and thanks for saying so. [Product name] was recut in [Date] and now runs [larger / smaller] by about [Measurement]. Your usual [Size] would now be a [Size]. I've noted it on your account so I don't have to tell you twice.
Shopper unsure which shade to order.
If you're [Shade] in [Comparable brand], you'd be [Shade] in ours. Undertone matters more than depth here: go [Warm / cool / neutral] if your [Reference point]. Send a photo in daylight and I'll narrow it to one.
Oily, dry, sensitive or combination skin question.
For [Skin type], [Product name] works [well / not really] because [Reason]. If your skin is [Concern], [Alternative product] is the one I'd point you at instead. Full ingredient list: [Product link]
Allergy or ingredient avoidance.
[Product name] [contains / doesn't contain] [Ingredient]. Full list is here: [Product link]. If you're avoiding it because of [Reaction], [Alternative product] is formulated without it and does the same job.
First-time user of an active ingredient.
Worth patch testing [Product name] first: a small amount on [Location], leave [X] hours, check for redness. With [Active ingredient] specifically, start [Frequency] rather than daily and build up. Going straight in is what causes most reactions.
They bought several products.
Thinnest to thickest: [Product name], then [Product name], then [Product name]. [Active ingredient] goes on [morning / evening] only, and don't layer it with [Conflicting ingredient] on the same night.
Customer asks about pregnancy or breastfeeding.
[Product name] contains [Ingredient], which is on most avoid-lists during pregnancy. I'm not able to give medical advice, so check with your midwife or GP. If you want something in the meantime, [Alternative product] has none of those actives.
Shelf-life question.
[Product name] is [X] months once opened. That's the number in the little jar symbol on the back. Unopened it's good until [Date]. Keep it out of the bathroom if you can; heat and steam shorten it more than time does.
Ethics-led buyer checking credentials.
[Product name] is [Certification status], certified by [Body]. [It's vegan / It contains [Ingredient], which is animal-derived, so [Alternative product] is the vegan equivalent.] Certificates are here if you want to check them yourself: [Link]
Reluctant to buy full size unseen.
We [do / don't] send samples. [Add [Sample product] to your cart for [Amount] / What I can do is this: buy the full size, and if the shade is wrong within [X] days I'll refund it without a return. Cheaper for you than a sample set.]
Large item, access uncertain.
[Product name] ships [assembled / flat-packed] at [Dimensions]. Measure your narrowest point, usually the doorframe or a stair turn. If it's under [Measurement] we'd struggle. [It comes apart at [Joint] if that helps.]
Shopper unsure about scale.
[Product name] is [Dimensions]. In a [Room size] room you'd want [Measurement] clearance in front of it to walk past comfortably. If your space is tighter than that, [Alternative product] is [Measurement] shallower and reads much smaller.
Flat-pack concern.
[Product name] takes about [X] minutes with two people and needs [Tools]. Everything else is in the box. Instructions are here if you want to look before you buy: [Link]
Durability question on upholstery or finish.
[Product name] is [Material] with a [Rub count / finish] rating, which handles [daily use / claws / spills] [well / not brilliantly]. For pets specifically I'd steer you to [Alternative product]: [Reason]. It cleans up rather than marks.
Delivered item looks different from the photo.
[Product name] is [Natural material], so grain and tone vary piece to piece. That's the material, not a fault, and no two are identical. If yours is well outside the range in [Product link], send a photo and I'll swap it.
Shelving, seating or bed frame question.
[Product name] is rated to [Weight] [per shelf / in total], tested to [Standard]. For [Their use case] you're well inside that. If you're planning [Heavier use], [Alternative product] is rated to [Weight].
Mattress or seating firmness question.
For a [Side / back / front] sleeper at around [Weight], I'd go [Firmness]. Firmer isn't better. It's about keeping your [Spine / hips] level. There's a [X]-night trial, so if it's wrong you swap it rather than live with it.
Equipment sized to the body rather than clothing size.
At [Height] and [Weight], you'd be on [Size / length] for [Product name]. [Ability level] shifts that: [beginners go shorter, advanced riders go longer]. Tell me both and I'll give you one number rather than a range.
Shopper describes what they'll be doing.
For [Activity] at [Frequency], [Product name] is the right level. [Alternative product] is built for [Different use] and you'd be paying for [Feature] you'd never use. If you're likely to move up to [Progression] within a year, that changes my answer.
Part has to fit existing equipment.
[Product name] fits [Standard / spec]. The thing to check on yours is [Measurement / standard]. If it's [Exception], you'd need [Alternative product] instead. Send me the model and year and I'll confirm before you order.
Two tiers of the same product.
For your first [X] seasons, [Product name] is the one. [Advanced product] is stiffer and less forgiving, which helps once your technique is there and fights you before that. Most people who buy up regret it in month two.
Outdoor kit rated for conditions.
[Product name] is rated to [Temperature / conditions], which is a comfort rating not a survival one. For [Their conditions] you'd want [Adjustment: a layer under it / the [Alternative product]]. Ratings assume [Assumption], which is worth knowing.
Consumable components in a warranty question.
[Product name] is warranted [X] years against manufacturing faults. [Wear part] isn't covered because it's a consumable, and you should expect [X] [hours / km] from one. If yours failed well short of that, that's a fault and I'll replace it.
Bike, ski or boot fit question.
You can get [Product name] close from measurements, and I'll help you do that. For [Specific issue] though, a proper fitting is worth the [Amount]. It's the difference between [Outcome] and [Problem]. Order it here and get it fitted locally.
Buying equipment for a child.
Don't size up more than one on [Product name]. Oversized [Equipment] is harder to control and puts them off. [Size] fits now and gives [X] months. [Adjustable option] stretches to [X] seasons if you'd rather buy once.
Shopper deciding between models.
The differences that matter: [Product name] has [Spec] and [Spec]; [Product name] has [Spec]. For [Use case] the second one is wasted money. For [Use case] it's the only one of the two that'll do it.
Compatibility with existing hardware.
[Product name] works with [Model / OS version] and above. Yours needs [Requirement], which you can check under [Where to find it]. If you're on [Older version], [Alternative product] is the one that still supports it.
International buyer checking it will work at home.
[Product name] ships with a [Plug type] plug and runs [Voltage range], so in [Country] you'd need [Adapter / nothing]. [It's region-free / It's locked to [Region], which I'd rather tell you now than after it arrives.]
Pre-purchase warranty question.
[Product name] carries [X] years covering manufacturing faults, handled by us rather than sent to [Manufacturer]. Not covered: [Exclusions]. If it fails inside [X] days we replace it outright rather than repair it.
Customer stuck getting started.
Quickest path: [Step 1], then [Step 2]. Most people get stuck at [Common sticking point]. If that's you, [Fix]. Full guide with screenshots: [Link]. If it's still not up in ten minutes, reply and I'll walk you through it.
Shopper checking for hidden ongoing costs.
[Product name] needs [App name] to set up, and after that it works [with / without] it. [There's no subscription / [Feature] needs [Plan] at [Amount] a month, and everything else works free forever.] Worth knowing before you buy.
Advertised figure looks optimistic.
The [X] hours on the box assumes [Test conditions]. Realistically at [Typical use] you'll see [X] hours. If you need a full day of [Use case], [Alternative product] is the one that actually does it.
They're weighing a refurb unit.
Our refurbished [Product name] is [Grade]: tested, [Battery replaced / cosmetic marks], and carries [X] months warranty rather than [X]. Saving is [Amount]. If [Cosmetic condition] would bother you, buy new; it's the only real difference.
Privacy-conscious buyer.
Fair thing to ask before buying. [Product name] stores [Data type] [on the device / in [Company]'s cloud], and you can [Opt out / delete it] under [Setting]. Their policy is here: [Link]. We don't see any of it.
“Out of stock” is a lost sale only if the reply ends there. Every one of these hands the shopper something else to buy or a reason to come back.
The item is gone and you have something close.
[Product name] in [Size / colour] is sold out right now. The closest thing we have in stock is [Alternative product]: [Reason it's comparable]. Want me to send it over?
You have a confirmed restock date.
Good news: [Product name] is back in stock on [Date]. Give me your email and I'll make sure you hear the moment it lands, before it goes out to the wider list.
You genuinely don't know when it's coming back.
I don't have a date for [Product name] yet, and I'd rather not invent one. Leave your email and you'll get the restock alert automatically, no other emails attached to it.
It's not coming back at all.
[Product name] has been discontinued, so what's on the site is the last of it. [Alternative product] is what replaced it: [Difference in one line]. Happy to check whether your size is still around.
Few units left and the shopper is deciding.
Worth knowing: there are [X] left of [Product name] in [Size]. No pressure, but it's been moving quickly this week. Want me to hold it in your cart?
The item can be bought now but ships later.
[Product name] is on pre-order: you can buy it today and it ships on [Date]. You're charged [now / when it ships], and you can cancel any time before it leaves us.
A pre-order or backorder has slipped.
An update on your [Product name] pre-order, and it isn't the one I wanted to send: our supplier has pushed the date from [Old date] to [New date]. You have two options: sit tight and I'll ship it the day it arrives, or cancel now for a full refund, no questions. Just tell me which and I'll handle it today.
The product is live but their variant isn't.
[Product name] is in stock, just not in [Size]. [Size] and [Size] are available now, and [Size] is back on [Date]. Want me to hold one when it lands?
They ask again after signing up for an alert.
You're already on the alert for [Product name], so nothing more to do. It's still showing [Date] from our supplier. If that slips, you'll hear from me directly rather than from the automated email.
You can reserve stock for them.
Done, [Product name] in [Size] is held under your name until [Date / time]. Nothing is charged for holding it. Here's the direct link when you're ready: [Product link]
You can't reserve, usually during a sale or launch.
I can't hold stock during [Sale / launch] and I'd rather tell you than quietly not do it. There are [X] left of [Size]. If it sells out before you order, tell me and I'll put you first on the restock.
Standard length won't work for them.
We [do / don't] cut [Product name] in [Petite / Tall]. [It's here: [Product link] / The standard length has a [Measurement] inseam, so on [Height] it'll sit [where]. [Alternative product] runs longer if that's the issue.]
Popular size gone, others available.
[Size] is the first to go on [Product name], and it's out until [Date]. Two options: I put your name on it and it ships the day it lands, or [Alternative product] is cut almost identically and has [Size] now.
Item is built after ordering.
[Product name] is made to order, so it's [X] weeks from purchase to dispatch, then [X] days delivery. That's [Date] to your door. Nothing is charged twice and you can cancel any time before it goes into production on [Date].
Customer needs a component, not the whole product.
Yes, [Part name] is available separately at [Amount]: [Product link]. We hold spares for [Product name] for [X] years after it's discontinued, so you're not replacing the whole thing when one part wears.
Seasonal line selling through with no repeat.
[Product name] was part of our [Season] drop, so what's on the site is the last of it. It won't come back in [Colour]. [Alternative product] is the closest cut we carry year-round.
Restock lands with all sizes.
[Product name] is back on [Date] in the full size run, including [Size]. Popular sizes usually go in [Time period], so tell me your size and I'll set one aside rather than leave it to luck.
Their shade is being retired.
[Shade] has been discontinued, so what's left is the last of it. The nearest match in the current range is [Shade]: [Difference in one line]. If you want to stock up before it goes, there are [X] left.
Product made in batches with a long lead time.
[Product name] is made in batches and the next one is ready [Date]. We won't ship from an old batch to fill the gap, because you'd get something with [X] months less shelf life. Leave your email and you'll hear the day it lands.
Frame available, chosen finish is not.
[Product name] is available, just not in [Fabric / finish]. That one is back [Date]. [Alternative finish] is in stock now and ships in [X] days. If you'd rather wait, I'll hold your order open rather than cancel it.
Seasonal gear between seasons.
[Product name] is seasonal, so stock runs out around [Month] and comes back [Month]. If you need it before then, [Alternative product] covers most of the same use. Otherwise I'll flag you for the first drop.
New year model launching, old stock remains.
The [Year] [Product name] is [Amount] less than the [Year] and the differences are [Honest difference]. For [Their use] you would not notice. Sizes left are [Sizes], and once they go that's it.
Manufacturer stopped producing it.
[Manufacturer] has stopped making [Product name], so what's on the site is the last of it. Its replacement is [Product name]: [Honest difference]. Support and firmware for yours continue until [Date].
New model, limited first shipment.
Our first allocation of [Product name] is [X] units landing [Date], and pre-orders already cover [X] of them. Ordering now puts you in the [first / second] batch, which ships [Date]. I'd rather give you the real number than a launch-day promise.
Delivery time and cost are the two questions most likely to be asked from inside the cart. Give a number, not a policy page.
Standard delivery-time question.
Orders leave us within [X] business days, then it's [X–X] business days to [Country / region]. So if you order today, you'd have it around [Date].
Asked before or during checkout.
Shipping to [Country] is [Amount], and it's free over [Amount]. You're currently at [Amount], and adding [Product name] would tip you over and cost less than the postage.
International shopper checking coverage.
Yes, we ship to [Country]. It's [Amount] and takes [X–X] business days. Duties [are included / are collected on delivery]. You'll see the exact total at checkout before you pay.
The destination isn't served.
We don't ship to [Country] yet, and I'm sorry. That's a limit on our side, not a policy about you. If you have an address in [Supported country], we can send it there. Otherwise leave your email and you'll hear from us the day that changes.
Cross-border order: who pays what.
For [Country], duties and import tax [are included in what you pay us / are charged by your local carrier on delivery]. Expect roughly [Amount / percentage] if they're collected separately. We declare the full order value, so we can't mark it as a gift.
Birthday, holiday, or hard deadline.
To land by [Date] you'd want [Express option]. That's [Amount] and gets there in [X] business days. If you order before [Cutoff time] today it'll make it. Anything slower and I wouldn't promise that date.
Part of the order is ready and part isn't.
Your order is coming in two parcels: [Product name] shipped today ([Tracking link]) and [Product name] follows on [Date]. No extra shipping charge for the split.
Unusual delivery address.
We [can / can't] deliver to [PO boxes / parcel lockers] on [Carrier]. If that's the only address that works for you, [Alternative]. Just add it at checkout and it'll go through fine.
Customer has had trouble with a specific carrier.
Orders to [Country] go via [Carrier], with the last leg handled by [Local carrier]. If [Carrier] has burnt you before, tell me and I'll flag your order for [Alternative carrier] instead.
Order hasn't been dispatched.
Still time. [Order number] hasn't shipped, so I can move it to [Express option] for [Amount]. That pulls delivery forward to [Date]. Say the word and I'll send the payment link.
Already handed to the carrier.
[Order number] is already with [Carrier], so the speed is out of my hands now. It's due [Date]. If that misses [Their deadline], tell me and I'll look at getting a second one to you faster rather than leaving you stuck.
They ordered twice and want one delivery.
I can merge [Order number] into [Order number] so it comes as one parcel and you're refunded [Amount] in duplicate shipping. It ships on the later of the two dates, [Date]. Want me to?
They need a promise you can't honestly make.
I won't promise [Date] because I can't control [Carrier] once it leaves us. What I can say: it ships [Date], and [X]% of orders to [Country] arrive within [X] days. If it has to be certain, [Express option] is the only version I'd stand behind.
No lift, or narrow stairs.
Standard delivery on [Product name] is to your door. Room of choice and upstairs is [Amount] extra and needs booking at checkout. Tell me the floor and whether there's a lift and I'll confirm the crew can do it before you pay for it.
Bike, board or long item.
[Product name] ships oversized: [Amount] to [Country], [X] business days, and it needs a signature. It arrives [assembled / part-assembled], with [What's needed] to finish. Doorstep only, so plan for [Weight] arriving in one box.
Worried about a garment arriving crumpled.
[Product name] ships [folded / on a hanger in a garment bag]. [Material] creases in transit and hangs out in a day, or [Care step] speeds it up. Tailoring and knitwear go in a box rather than a bag so nothing gets crushed.
Restricted items or leak worries.
[Product name] is classed as [Restricted category], so it goes by road rather than air. That means [X] days to [Country] instead of [X], and no express option. Everything liquid ships sealed and boxed separately from the rest of your order.
Hot weather and a melt-prone product.
[Product name] can soften above [Temperature], and [Country] is well over that right now. If it arrives soft, put it in the fridge for [X] minutes and it sets back with no harm done. If it arrives separated, that's different and I'll replace it.
Two-person delivery needs an appointment.
[Carrier] will call you [X] days before to book a slot, usually a [X]-hour window. Someone over 18 needs to be there to sign. If none of the slots work, tell me your best days and I'll pass them on before they call.
Restricted items in outdoor kit.
[Product name] contains [Gas / lithium battery], so it can only travel by road and can't go to [Country / PO boxes]. Delivery is [X] days rather than [X]. The rest of your order ships separately at normal speed and no extra cost.
Battery restrictions affect the route.
[Product name] has a lithium battery, so it goes by road and can't be sent to [Country / PO boxes]. That's [X] days to you rather than [X]. Nothing you need to do differently, it just won't offer express at checkout.
WISMO (“Where is my order?”) is 30–40% of all eCommerce support volume. If you only ever save five replies, save these ones.
Tracking exists and is moving.
Order [Order number] is on its way. It left us on [Date] and is currently [Status] in [Location]. Track it live here: [Tracking link]. Estimated delivery is [Date].
Paid but not yet dispatched.
Order [Order number] is packed and waiting on today's [Carrier] collection. It ships [Date], and tracking lands in your inbox the moment it does.
Order shipped but the customer never got the email.
It shipped on [Date]. The email probably got filtered, it happens more than you'd think. Here's the tracking directly: [Tracking link]. Worth checking your promotions or spam folder for anything from [Store name].
Scan events have stalled for a few days.
You're right, [Order number] hasn't scanned since [Date] in [Location]. That's usually a missed scan rather than a lost parcel, and it normally clears within [X] business days. I've opened a trace with [Carrier]. If it hasn't moved by [Date], I'll send a replacement, and you won't need to chase me for it.
Genuinely late, carrier still has it.
This is later than we told you it would be, and that's on us to sort. [Order number] is currently [Status] and [Carrier] now estimates [Date]. I've asked them to prioritise it. If [Date] passes with nothing, tell me and I'll replace or refund it that day, your choice.
Carrier says delivered, customer has nothing.
[Carrier] has [Order number] as delivered on [Date] at [Time], which clearly doesn't match what you're seeing. Two things worth trying first: check with neighbours and any safe place your carrier uses. Around [X] in [X] turn up that way within a day. If it hasn't appeared by [Date], reply here and I'll send a replacement straight out. You won't have to file anything with the carrier yourself.
International order stuck at the border.
[Order number] is sitting in customs in [Country] as of [Date]. That's normal for [Country] and usually clears in [X–X] business days. If they contact you for duties or ID, that request is genuine, and clearing it is the fastest route. Anything still stuck after [Date], come back to me and I'll chase it from our end.
Customer isn't sure the order went through.
I can see your order: [Order number], placed [Date] for [Amount]. The confirmation went to [Email], so check spam if it isn't in your inbox. Want me to resend it, or send it to a different address?
Customer realises the address was wrong after dispatch.
[Order number] has already gone out to [Address]. I've asked [Carrier] to reroute it. That works maybe half the time and costs you nothing. If they can't, the parcel comes back to us and I'll reship to the correct address free of charge. Send me the right address now so I'm ready either way.
More than one order in flight.
You've got [X] orders with us right now: • [Order number]: [Status], arriving [Date] • [Order number]: [Status], arriving [Date] Which one did you want to talk about?
Carrier marked it return-to-sender.
[Carrier] is sending [Order number] back to us, usually because [Reason: failed delivery attempts / incomplete address]. Once it lands I can reship free to a corrected address or refund [Amount] in full. Which would you prefer?
They sent it back at the door.
Noted, [Order number] is coming back to us. Your refund of [Amount] goes through as soon as it's scanned into the return network, so you're not waiting for it to reach the warehouse.
Carrier can't complete the delivery.
[Carrier] can't complete delivery to [Address], and the reason they've given is [Reason]. Reply with a corrected address or a nearby [Pickup point] and I'll get it moving again today at no extra cost.
They received one parcel of several.
That's expected, [Order number] shipped in [X] parcels. You have [Product name]; [Product name] is [Status] and due [Date] under [Tracking link]. Nothing is missing.
Address edits, swapped sizes, and cancellations are cheap before fulfilment and expensive after. These replies split on that line.
Order hasn't shipped yet.
Caught it in time: [Order number] hasn't shipped. Send me the full corrected address and I'll update it now. You'll get a fresh confirmation so you can check it's right.
Customer ordered the wrong variant.
No problem, [Order number] is still with us. I'll swap [Product name] [Size] for [Size]. [Any price difference will be refunded / I'll send a link for the [Amount] difference], and it ships on the original date.
Customer wants to combine orders.
I can add [Product name] to [Order number] so it all comes in one parcel and you don't pay shipping twice. I'll send a payment link for [Amount]. Once that's through, it ships together on [Date].
Order hasn't left the warehouse.
Done. [Order number] is cancelled and [Amount] is on its way back to your [Payment method]. It takes [X–X] business days to show, depending on your bank. Nothing else needed from you.
Too late to stop the parcel.
[Order number] has already gone out, so I can't pull it back. Easiest path: refuse the delivery, or accept it and send it back with the free return label I've attached. Refund goes through as soon as it's scanned into the return network, so you won't wait for it to reach us.
You want the reason without making it a barrier.
Cancelled and refunded, so that's already done, so no need to answer this. But if you have ten seconds: was it the delivery time, the price, or something about the product itself? It genuinely changes what we fix next.
Customer was charged twice for the same thing.
You've got two identical orders: [Order number] and [Order number]. I've cancelled the second and refunded [Amount]. That'll be back with you in [X–X] business days, and only one parcel is coming.
Carrier accepted the address change mid-transit.
Good news, [Carrier] accepted the redirect. [Order number] is now heading to [Address] and due [Date]. Same tracking link, nothing else to do.
Carrier couldn't redirect it.
[Carrier] couldn't redirect [Order number], so it'll come back to us. The moment it lands I'll reship to [Correct address] free of charge, or refund [Amount] if you'd rather not wait. Your call, and either way you're not paying twice.
Only part of the order is unwanted.
I've removed [Product name] from [Order number] and refunded [Amount]. The rest ships [Date] as planned. Heads up: that drops you under the [Amount] free-shipping line, so [we're absorbing it / [Amount] applies].
Already picked and packed.
[Order number] is packed and I can't open it now. Easiest route: let it come, then use the free exchange in the box. I've noted [Size] against your account so when the exchange comes in it goes straight out, no waiting on stock.
They want to add after dispatch.
[Order number] has already left, so I can't add to it. If you order [Product name] now I'll refund the second shipping charge of [Amount] so you're not paying postage twice for our timing.
Apparel returns run 20–30%. A clear, unbegrudging return reply is what turns the second purchase into a third.
Asked before or after buying.
You have [X] days from delivery to return anything unworn with tags on. Returns are [free / [Amount]], and refunds go back to your original payment method within [X] business days of us receiving it. Full details: [Returns policy link].
Customer wants to send something back.
Easy. Start it here: [Returns portal link]. Enter [Order number] and your email, pick the item, and you'll get a prepaid label straight away. Drop it at any [Carrier] point and the refund triggers on the first scan.
They want a swap, not money back.
Happy to swap it. I've put [Product name] in [Size] aside for you and it ships as soon as your return scans, no need to wait for it to reach us. Return label: [Return label link].
Past your stated return period.
You're [X] days past our [X]-day window, so strictly this one's outside policy. But you've been buying from us since [Year], and I'd rather keep you than win the argument. Send it back and I'll refund it as store credit. Label's attached.
The return doesn't meet resale condition.
Your return arrived, but [Product name] shows [Signs of wear], so we can't resell it, which is why our policy asks for unworn items with tags. What I can do is refund [Percentage / Amount] and have the item sent back to you at no cost, or issue [Amount] in store credit. Tell me which suits and I'll do it today.
Refund issued, not visible to the customer yet.
[Amount] was refunded on [Date] to the [Payment method] ending [XXXX]. Banks take [X–X] business days to post it, and it often appears back-dated to the original charge. If it hasn't landed by [Date], come back to me with a screenshot of the statement and I'll chase it with our processor.
Only some items are coming back.
Returning [Product name] from [Order number] refunds [Amount]. The rest of the order stays as is. Heads up: that drops the order under the [Amount] free-shipping threshold, so [we're waiving the difference / [Amount] shipping will be deducted].
The item was bought as final sale.
[Product name] was a final-sale item, which is why it was [Discount]% off, so those can't be returned or exchanged. If it arrived damaged or isn't what was described, that's a different matter entirely and I'll sort it. Send me a photo and I'll take a look.
Customer can't find the label you sent.
No problem. Here's a fresh label for [Order number]: [Return label link]. It's valid until [Date]. You can show it on your phone at [Carrier] if you can't print it.
Recipient wants to return something they didn't buy.
You can return it without the buyer finding out. I just need their name or the order number from the packing slip. It comes back as store credit in your name, and nothing goes to their email.
You can't fulfil the swap.
I'd swap it if I could, but [Product name] in [Size] is out and not restocking until [Date]. Two options: full refund now, or I hold [Size] the moment it lands and ship it free. Tell me which and I'll set it up.
Cross-border return where postage is expensive.
Returning from [Country] costs about [Amount] and takes [X] weeks, which is a lot on a [Amount] item. Before you spend that: if it's a fit problem I can refund [Percentage] and you keep it. Often that works out better for both of us.
No receipt, no confirmation email.
No problem, I don't need it. Give me the email or phone number used at checkout and roughly when you ordered, and I'll find it. If it was a gift, the buyer's name works too.
Original payment method is closed.
Refunds have to go back to the original payment method, which is a rule from [Payment processor] rather than us. If that card is closed, your bank normally forwards it to the replacement account automatically. If they won't, tell me and I'll issue [Amount] as store credit instead.
Tracking shows delivered, refund hasn't moved.
Your return reached us on [Date] and is in the queue at [X] business days. I've pushed [Order number] to the front, so [Amount] goes out today and lands in [X] to [X] business days.
Item has been worn but is otherwise fine.
Tags off and worn once puts it outside our unworn policy, strictly speaking. If there's no wear on the [Sole / cuff / hem], send a photo and I'll take a look. If it passes I'll refund it as normal rather than argue over a technicality.
Hygiene rules block the return.
Opened [Product type] can't be returned or resold, which is a hygiene rule rather than a policy we chose. If it caused a reaction, that's different and I'll refund it today. If it's simply the wrong shade, I can do [Percentage] off the correct one instead.
Colour doesn't suit once applied.
Shade matching online is genuinely hard, so this happens. Send me a photo of it on your skin in daylight and I'll tell you which of ours is right. [Then it's a straight exchange / I'll do [Percentage] off the replacement since the original can't be resold.]
Bulky return where collection costs money.
Returning [Product name] means a collection rather than a parcel, which is [Amount] and takes [X] days to book. Before you commit to that: tell me what's wrong and there may be a fix. If not, I'll get it booked today.
Kit tested outside and now shows use.
You can't judge [Product name] without using it, so I'm not going to hold light trail wear against you. Send it back within [X] days. If it comes back with [Heavy damage] I'll come back to you before refunding rather than surprise you.
Box opened, item used.
You can return [Product name] opened within [X] days as long as everything is in the box: cables, adapters, the lot. Missing accessories are deducted at [Amount] each. Factory reset it first so your account doesn't travel with it.
Bracketing, returning the ones that don't fit.
Ordering two sizes to compare is fine by us, and it's cheaper than a return trip. Keep the one that fits, send the rest back within [X] days on the free label. No penalty and nothing flagged on your account.
Built it, now wants to send it back.
It needs to come back in its original packaging, so it has to be taken apart again. If you kept the box, that's straightforward and collection is [Amount]. If you didn't, tell me and I'll see what I can arrange rather than leave you stuck with it.
Helmet, harness or impact protection.
[Product name] can come back unworn with tags, but not once it's been used, and definitely not after any impact. That's a safety rule rather than a sales one: protection that's taken a hit can't be resold or trusted. If yours took an impact in normal use, tell me and I'll look at replacing it.
Device tied to an account.
Before it comes back, sign out of [Account type] and factory reset it, otherwise it stays locked to you and we can't process the return. [How to do it: [Link]]. Once that's done, the free label is here: [Return label link]
The store is at fault and the customer already knows it. Lead with the fix, put the apology second, and never ask them to prove it twice.
Product broken or marked on arrival.
That's not what should have turned up, and I'm sorry. A replacement [Product name] is going out today, and [Tracking link] follows within the hour. Don't bother sending the damaged one back; keep it or bin it, whichever is easier. If you'd rather have the money than the replacement, say the word and I'll refund [Amount] instead.
You shipped the wrong product or variant.
We picked the wrong item. That's our mistake, not something you need to prove. The correct [Product name] [Size] ships today and I've upgraded it to [Express shipping] at no cost. A prepaid label for the wrong one is attached. No rush on sending it back, and the replacement isn't waiting on it.
Order arrived short.
Checked your order and you're right: [Product name] should have been in there. It's shipping today, [Tracking link] to follow. One thing worth ruling out first: multi-item orders sometimes split across parcels. If a second one turns up, keep both and just tell me. I'm not going to chase you for it.
Product fails in normal use inside warranty.
[Product name] shouldn't fail after [Time period]. That's a fault, not wear and tear, and it's covered. Send me a photo of [Specific area] and I'll get a replacement out. If it's out of stock, you get a full refund instead. Either way you're not paying to fix our problem.
You need evidence without sounding like you doubt them.
Sorry to hear that. Could you send a quick photo of [Specific area]? It's less about proof and more that it tells me whether this is a shipping knock or a batch fault, which changes how fast I can get you a good one.
Not defective: it didn't match expectations.
That's fair, and it's useful to hear. [Product name] is [Honest description of what it is], which isn't right for everyone. Send it back for a full refund within [X] days. Label attached, nothing to explain. And if you tell me what you were expecting, I'll point you at whichever of ours actually delivers it.
Same customer, same problem twice.
Twice is a pattern, not bad luck, and I'm not going to pretend otherwise. Here's what's happening: [Root cause, honestly]. Your replacement ships today on [Express shipping], and I've added [Compensation] to your account. I've also flagged [Product name] internally so the next person doesn't get the same parcel.
Cosmetic damage, product still works.
That mark shouldn't be there. If it bothers you, send it back and a perfect one goes out today. If you'd rather keep it as is, I'll refund [Percentage] to your original payment method now. Whichever is less hassle for you.
Box arrived visibly crushed.
That happened in transit, and chasing [Carrier] is our job not yours. A replacement is going out today. I'm also flagging the packaging on [Product name] internally, because if one arrived like that others will.
They suspect a counterfeit.
Worth asking, and I won't be offended. We buy [Product name] direct from [Brand / supplier] and every unit ships with [Authenticity marker]. If yours is missing that, send me a photo and I'll replace it and investigate the batch that day.
Colour or finish differs from the listing.
Screens shift colour, but if [Product name] is meaningfully off from [Product link] that's on our photography, not your eyes. Send a photo in daylight. If it doesn't match, full refund with free return and I'll get the listing reshot.
Irritation or breakout after use.
Stop using it, and I'm sorry. I'm refunding [Amount] now, no return needed, so please don't send it back. If the reaction is [Severe symptom], see a pharmacist or GP today. When it settles, tell me what happened and I'll flag the batch.
Assembly halted by a missing component.
Sorry, that's a frustrating place to be stopped. Tell me the part number from the instruction sheet and it goes out today on [Express shipping]. Don't disassemble anything in the meantime. The rest of the build is fine.
Damage found on a bulky delivery.
Don't assemble it any further. Send me photos of [Damaged area] and the packaging it came in. A replacement is booked today and the damaged one goes back on the same visit, so you're not storing it or making two appointments.
A batch has a safety issue.
Stop using [Product name] until this is sorted. [Manufacturer] has issued [Notice] affecting units made between [Date] and [Date]. Yours is [affected / not affected]. A replacement ships today and I'll cover the return, no forms.
Device appears dead out of the box.
Before we call it faulty, two things that fix most of these: charge it for [X] minutes on the supplied cable, then hold [Button combination] for [X] seconds. If neither wakes it, it's a dead unit and a replacement goes out today.
Confirmed faulty from the first use.
That's a dead unit, and you shouldn't be troubleshooting our supply chain. Replacement ships today on [Express shipping] with a prepaid label for the faulty one. No diagnostic forms, no waiting for it to arrive back first.
Garment fails at a stress point.
A [Seam / zip / button] going within [Time period] is a fault, not wear. Send a photo of the [Area] and a replacement goes out today. If you'd rather have it repaired locally, I'll cover up to [Amount] on the invoice.
Seal failed in transit.
That's a seal failure and it shouldn't have left us like that. Replacement ships today. Don't use what's left of the leaked one, and please don't post it back, it'll only leak again. A photo is useful so I can flag the batch.
Correct model, wrong specification.
You ordered [Finish] and [Finish] arrived, which is our picking error. I'm booking the correct one now, and the wrong one goes back on the same visit so you're not storing it or taking two days off work.
Consumable part failed well short of expected life.
[Wear part] should give you [X] [hours / km] and yours went at [X], which is short enough to be a fault rather than use. Send a photo of the [Area]. If it looks like a defect, replacement is on us and I'll flag the batch.
Device broke following an update.
That's a known issue with firmware [Version], and it isn't something you did. [Manufacturer] has [Fix / rollback] here: [Link]. If that doesn't bring it back, it's a replacement rather than a repair and I'll ship one today.
Say yes with a condition or no with a reason. Vague answers here train customers to wait for a sale that may never come.
Code rejected at checkout.
[Discount code] only works on [Condition], which is why it's bouncing. Two options: [Alternative that qualifies], or use [Discount code] instead, which applies to what's in your cart right now.
New shopper asking whether there's a deal.
There is. [Discount code] takes [X]% off your first order. Paste it at checkout. It stacks with free shipping over [Amount] but not with sale items.
Direct request for a discount you can grant.
I can do [X]% with [Discount code], and that's the most I can go on [Product name]. If you're buying [X] or more, [Discount code] does better at [X]%.
You can't or won't discount.
I don't have a code for [Product name]. We price it the same year-round rather than running markdowns, so there's nothing I'm holding back. What I can do is [Free shipping / free returns / extended warranty], which is worth about [Amount] to you.
Item went on sale within your adjustment window.
You bought [Product name] on [Date] and it went on sale [X] days later, and our price adjustment window is [X] days, so you're covered. [Amount] is going back to your original payment method now.
They found it cheaper elsewhere.
Send me the link and I'll take a look. If it's [Product name] from an authorised seller in stock right now, I'll match it. If it's a grey-market listing, I can't, but I'll tell you exactly why rather than just declining.
Large quantity or reseller interest.
Happy to help with volume. For [X]+ units we do [X]% off, and above [X] it's worth a proper conversation about terms. Tell me the quantity and rough timeline and I'll come back with a quote today.
Shopper asking whether to hold off.
Straight answer: our next sale is [Timing], and [Product name] [will / won't] be in it. If it will, waiting saves you around [Amount], but [Size] tends to go early. Your call, and I won't push you either way.
They found an old code.
[Discount code] expired on [Date], so it won't apply. The live one right now is [Discount code] at [X]%, usually better than the old one anyway. Paste that at checkout instead.
They want to combine two offers.
Only one code applies per order. Of the two, [Discount code] saves you more on this cart: [Amount] against [Amount]. Use that one and you're not leaving anything behind.
The competitor listing checks out.
Checked, and that's a genuine listing from an authorised seller, so I'll match it. [Discount code] brings [Product name] to [Amount] at checkout. It's valid for [X] days.
They ask about a status-based discount.
We [do / don't] run a [Type] discount. [Verify here: [Link] and the code arrives instantly / What I can offer instead is [Discount code] at [X]%, which is the same saving without the verification step.]
A shopper stuck at checkout has already decided to buy. Treat every one of these as urgent and never end on “try again later.”
Payment fails at checkout.
Declines here are almost always the bank, not the card, usually an international-transaction block. Worth trying: [Alternative payment method], or a different card. If you'd rather not fight with it, I can send a secure payment link instead: just say the word.
Money left their account, no confirmation.
That's an authorisation hold, not a charge. It happens when a payment fails partway. No order was created, so nothing was taken. Your bank releases the hold in [X–X] business days automatically. Send me the amount and date if it's still showing after that and I'll get our processor to release it manually.
Before checkout.
We take [Payment methods]. [Buy-now-pay-later option] is there too if you'd rather split it: [X] payments of [Amount], no interest.
Technical failure on the checkout page.
Sorry about that. Quickest fix is usually a different browser or your phone, since it clears a stale session most of the time. If it still won't go through, tell me what's in your cart and I'll send a direct payment link that skips checkout entirely. You won't lose the items.
Total is higher than expected.
That's [Tax type] at [X]% for [Location]. We're required to collect it and it goes straight to the tax authority, not to us. It's calculated on the item total, not shipping. Full breakdown is on the checkout page under [Order summary].
Shopper doesn't want to register.
You don't need an account. Check out as a guest and you'll still get order confirmation and tracking by email. You can add a password later from any order email if you change your mind.
First-time buyer with trust concerns.
Fair question to ask a store you don't know. Payments run through [Payment processor], and we never see or store your card details. We've been shipping since [Year] and you can read what buyers say here: [Reviews link].
Cross-border shopper checking for conversion fees.
You're charged in [Currency]. Your bank converts at their rate, which usually adds [X]%. You'll see the exact figure on your statement, not at checkout. Prices on site are shown in [Currency] so what you see is what we take.
B2B buyer needs paperwork.
Yes. Reply with your company name, address and [VAT / tax ID] and I'll send a proper invoice for [Order number] within [X] business hours. If you need it before you order, I can raise a proforma first.
Reseller or exempt organisation.
We can zero-rate [Tax type] once your exemption is on file. Send [Required document] and I'll apply it to your account, then refund the [Amount] already charged on [Order number]. It applies automatically after that.
Messages you send before anyone asks: on product pages, in the cart, and after a session goes quiet. Cart abandonment averages around 70%.
New visitor, 5–10 seconds after page load.
Hi, first time at [Store name]? If you tell me what you're after, I can point you at it faster than the menu will.
Visitor has scrolled 30–50% of a product page.
Anything you want to know about [Product name]? Sizing and delivery are the two people usually ask about. Happy to answer either.
Items in cart, 2–3 minutes of inactivity.
You're [Amount] away from free shipping, and [Product name] would get you there for less than the postage costs. Want me to add it?
Cart sat untouched past your inactivity window.
Your [Product name] is still in the cart. I've held [Size] for the next [X] hours. After that it goes back to general stock. If something stopped you at checkout, tell me what and I'll fix it.
Shopper takes something back out of the cart.
Noticed [Product name] came out of your cart. Was it the price, the delivery date, or were you unsure about the size? Any of those I can probably help with.
Visitor lands on an empty search results page.
Nothing came back for that search, which usually means we call it something else. Describe what you're after in plain words and I'll find it, or tell you honestly if we don't stock it.
A watched item returns to stock.
[Product name] in [Size] is back. You asked to hear first, so this is going out before the general restock email: [Product link]. Last time it went in [Time period].
Unhappy customers tell 9–15 people. These are written to absorb the heat in one message instead of trading three.
You got it wrong and there's nothing to explain away.
You're right to be annoyed. [What went wrong] shouldn't have happened, and there's no version of this where it's your fault. Here's what I'm doing about it: [Specific action], done by [Date]. If that doesn't put it right, tell me and we'll go further.
Customer is angry and you need a minute to check.
I've read all of that and I'm not going to give you a template answer. Give me [X] minutes to look at [Order number] properly so I come back with a fix, not a question.
You left them waiting.
[X] days without an answer isn't the service we're trying to run, and I'm sorry you had to chase it. I have your case now and I'm not handing it off. Here's where it stands: [Status]. Next update from me by [Date] whether or not there's news.
The fix alone doesn't cover the trouble caused.
Fixing it is the minimum, so on top of that I've put [Compensation] on your account. It doesn't buy back the time you lost on this, but it's the honest reflection of what we owe you.
Customer is walking and says so.
Understood, and I'm not going to talk you out of it. What I will do is finish this properly: [Resolution], done by [Date]. If you do come back one day, ask for me by name and I'll look after it personally. Either way, you shouldn't be out of pocket for our mistake.
Posted publicly on Instagram, Facebook or X.
This is on us and we're not going to argue it in the comments. I've sent you a DM. Send me your order number there and I'll have it resolved today.
Carrier or supplier caused it, customer bought from you.
This one sits with [Carrier], but you bought from us, so it's our problem to solve rather than yours to chase. I've [Action taken] and I'll update you by [Date]. You don't need to contact them, I've got it.
The demand is beyond what you can give.
I can't do [What they asked], and telling you that now is more use than letting you wait for a yes that won't come. What I can do is [Best available option], today. If that isn't enough, [Escalation route] is the next step and I'll open it for you myself.
Language crosses the line, issue still needs solving.
I want to get this sorted for you, and I'll keep working on it. I'm going to ask that we keep it civil though. I'm a person on the other end of this. Tell me what outcome you want and I'll tell you straight whether I can do it.
Every hold and transfer is a chance for the customer to leave. Say how long, say why, and never make them repeat themselves.
You need under two minutes to check something.
Give me [X] minutes to pull up [What you're checking]. Stay with me and I'll come straight back.
You need to check with a warehouse, supplier or carrier.
This needs [Who you're checking with], which takes a bit longer than I'd like. I'll have an answer for you by [Date / time]. You don't need to sit here waiting. I'll email you at [Email] the moment I know.
You're stepping into a thread a colleague started.
Hi [Customer name], I'm [Agent name], and I'm picking this up from [Colleague name]. I've read the whole thread, so nothing to repeat: you're waiting on [What they're waiting for]. Let me take it from here.
Another teammate is better placed to answer.
[Agent name] handles [Topic] and will get you a better answer than I can. I've passed over [Order number] and everything you've told me, and they'll pick it up in the next [X] minutes.
The customer asks, or the case warrants it.
I'm escalating this to [Name], who can authorise things I can't. They have the full history and will come back to you by [Date]. In the meantime, [Interim action] is already in motion so you're not just waiting.
Your day ends before the case does.
My shift ends in [X] minutes, so I've written the whole thing up for [Agent name] who starts at [Time]. They'll pick it up from exactly where we are, so you won't be starting over.
You can't move without something from them.
I need one thing to get this moving: [What you need]. Send that over and I can finish it the same day. I'll leave this open for [X] days in case you're not near it right now.
No response after your last message.
Circling back on [Order number]. I still need [What you need] before I can [Action]. If it's easier, reply with just that one thing and I'll do the rest. Closing this on [Date] if I don't hear back, and you can reopen it any time.
They bought from a marketplace or reseller.
That order was placed through [Marketplace / reseller], so I can't see it or refund it from here. [Their contact route] is the fastest way in. If you get nowhere in [X] days, come back and I'll do what I can from our side.
They'd rather talk than type.
We handle everything in writing rather than by phone, which sounds worse than it is: you get a written record and you're not on hold. If it's easier to explain out loud, record a voice note and send it here. I'll reply the same day.
The end of a conversation is the cheapest moment you will ever get to ask for a review or a second order. Most stores waste it.
The issue is genuinely finished.
All sorted: [Summary of what was done]. Anything else while I'm here, or are you good?
Multiple things were agreed and you want them in writing.
So we're on the same page: • [Action 1]: done • [Action 2]: by [Date] • [Action 3]: [Status] Reply here if any of that looks wrong and it comes straight back to me.
Customer stopped replying mid-conversation.
Haven't heard back, so I'll assume this got sorted. Closing it here. Reply any time and it reopens with all the history intact. No need to explain it again.
A few days after delivery.
Your [Product name] landed on [Date]. How's it working out? If the fit isn't right, exchanges are open until [Date] and I can start one in about a minute.
After a happy resolution or a good delivery.
Glad that worked out. If you have a minute, a quick review helps other people work out whether [Product name] is right for them: [Review link]. Two lines is plenty, no need to write an essay.
Immediately after closing a conversation.
Before you go, how did I do? One tap: [Rating options]. If it's anything under [Threshold], I'd genuinely rather know why than not.
The customer is happy and the suggestion is genuinely relevant.
Since you liked [Product name]: most people who buy it end up getting [Product name] too, because [Reason]. Not a pitch, just the one thing that pairs with it: [Product link].
Hitting an order milestone or spend threshold.
That's your [Xth] order with us. Thank you, genuinely. I've added [Perk] to your account for next time. Nothing to claim, it applies automatically.
They left a low rating after a resolved issue.
I saw your [X]-star review and I'm not writing to ask you to change it. I'd rather know: was it [Issue A] or [Issue B] that decided it? We fixed [What was fixed] because of what you went through, and knowing which part mattered most tells us what to fix next.
Good customer who hasn't ordered in a while.
You haven't ordered since [Date], which I noticed because you used to be in here every [Frequency]. If something went wrong last time, tell me and I'll fix it. If life just got busy, [Discount code] is [X]% off whenever you're back.
Sale weeks break the promises that hold the rest of the year: cutoffs, carrier backlogs, stock going mid-checkout. Montana West handled a 10x holiday surge without adding staff, and replies like these are what makes that survivable.
Customer needs it before a fixed date.
Cutoff for [Country] is [Date] on standard, [Date] on [Express option]. Order after that and I can't promise [Holiday], and I'd rather say so than take the money and hope.
Too late to guarantee the date.
You've just missed the [Date] cutoff, so I can't guarantee it lands by [Holiday]. Two honest options: order now and it probably arrives [Date], or [Gift card link] arrives instantly and they pick their own. No wrong answer.
Network-wide slowdowns you can't control.
[Carrier] is running [X] days behind across the board right now, so [Order number] may land later than the estimate on your confirmation. It's moving, and it's not lost. I'll flag it if it stops.
Volume has blown past normal.
Thanks for your patience, we're at about [X] times normal volume this week. Replies are taking [X] hours instead of [X]. Your message is in the queue and I'll get to it. If it's about a missing order, send [Order number] now and I'll prioritise it.
They ordered days before a markdown.
You bought on [Date] and [Sale name] started [Date]. Our adjustment window is [X] days, so [you're covered and [Amount] is going back now / you're outside it, but I'll give you [Discount code] for [X]% on your next order].
High-traffic sale, code rejected.
[Discount code] runs [Date] to [Date] and excludes [Exclusions], which is usually why it bounces. If the dates are right and it still won't take, tell me what's in your cart and I'll apply it manually before the price changes.
Shopper deliberating while stock drops.
Not pressuring you, just being straight: [Product name] in [Size] is down to [X] and moving at about [X] an hour today. I can't hold stock during [Sale name]. If it goes, I'll put you first on the restock.
Item went while they were paying.
It sold out between you adding it and paying, which is a horrible bit of timing and I'm sorry. Nothing was charged. [Alternative product] is the closest thing still in stock at the same sale price, and I'll honour [Discount code] on it until [Date].
Buying early for an occasion.
Anything bought between [Date] and [Date] can be returned until [Date], so buying now doesn't cost you the return window. The recipient can exchange it themselves without your receipt.
Sending an order directly to a recipient.
Done, [Order number] ships with no prices in the box and a gift receipt included. If you want a message on it, reply with the wording in the next [X] hours and I'll get it added before it's packed.
New product with a queue behind it.
[Product name] opens [Date] at [Time] [Timezone]. Pre-orders ship in the order they're placed, and [X] have gone already. You're charged [now / at dispatch] and can cancel free any time before it leaves us.
Confusion about a peak-season bundle.
[Bundle name] is [Product name] plus [Product name] for [Amount], which is [Amount] less than buying them apart. Individual items in it can't be swapped during [Sale name]. It runs until [Date] or while stock lasts.
Checkout retried under load and charged twice.
You've been charged twice on [Date], and that's our checkout struggling under load rather than anything you did. [Amount] is refunded now and only one order, [Order number], exists. It ships [Date] as normal.
First contact once volume normalises.
Now that [Sale name] is behind us, I wanted to check your order landed properly. [Order number] was delivered [Date]. Anything not right, reply here and you'll get an answer in minutes rather than the [X] hours it took that week.
Proactive notice ahead of BFCM or a launch.
Heads up, [Sale name] runs [Date] to [Date] and we'll be at several times normal volume. Replies will take [X] hours rather than [X]. Anything you need sorted before then, send it now and I'll get it done while it's quiet.
Everything in [square brackets] is a field you fill in before you hit send. That editing step is not overhead. It is the whole point. A canned response is a starting draft an agent picks and adapts, not an autoresponder that fires text at people untouched.
Most of the fields are already on screen next to the conversation (order number, customer name, tracking link), so you are only ever typing the parts that are genuinely specific to this person.
One rule worth keeping: never leave [Date]as “soon”. A vague date is the reason the customer writes back a second time.
A copy-paste library is a starting point, not a system. Three steps turn it into something your whole team answers from.
Start with the category that eats most of your day. For nearly every store that is order status. WISMO alone is 30–40% of eCommerce support volume, and it is the same three replies over and over. Twenty good ones beat a hundred you never open.
In Chatty, paste each one into Quick Replies and group them by the same categories used here. Your team then pulls any of them mid-chat by typing “/”. No tab switching, no hunting through a shared doc.
Name, order number, the specific date. A reply that lands with a bracket still in it does more damage than typing the whole thing by hand would have. Sixty seconds saved is the goal; sounding like a robot is not the price.
Inside a Chatty conversation, / pulls a saved reply, ? inserts an FAQ, % drops in a discount code, and !attaches a product with its variants. Most of the brackets on this page get filled by keystroke rather than typing once those four keys are in your team's hands.
“Thanks for reaching out, we'll look into this and get back to you” costs the customer a reply and gives them nothing. If you genuinely need time, say how long and what you're checking. Every hold reply in this library names a deadline for exactly that reason.
Out of stock, unsupported country, past the return window. The reply that stops at “sorry, no” is where the sale dies. Each of those replies here carries the next move: an alternative product, a restock alert, store credit. Same information, one more door open.
Customers can smell a template in a complaint thread faster than anywhere else. The apologies here name the mistake, skip the excuse, and state what is being done and by when. If a reply can't do those three things without heavy editing, it shouldn't be saved as a canned response at all.
The moment a saved reply goes out untouched, it stops being a canned response and becomes an autoresponder, and customers can tell the difference immediately. Keep the brackets in your saved copies precisely so nobody can send one on autopilot without noticing.
A library nobody edits becomes a library nobody uses. Watch which replies your team actually reaches for. If a canned response is being edited heavily every time it's sent, the underlying policy, not the wording, is what needs fixing.
