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12 Shopify customer service message templates (copy & paste)

Updated June 2026

Running a Shopify store means answering the same buyer questions over and over — "where's my order?", "can I return this?", "do you have a code?". Save these replies once and send them in a keystroke from your inbox, help desk or chat by typing //.

Swap the bracketed details to match each order, and keep your brand's voice. Tip: turn the order number and date into placeholders so they fill themselves on insert.

1. Order confirmation / thank you

Hi [Name], thanks so much for your order [#1234]! 🎉 We're getting it ready now and you'll get a shipping email with tracking as soon as it's on its way.

2. "Where is my order?"

Hi [Name], your order [#1234] shipped on [date] and is on its way! Track it here: [link]. Estimated delivery is [date range] — let me know if it hasn't arrived by then.

3. Order delayed

Hi [Name], I'm sorry — your order [#1234] is running a little behind due to [reason]. The new estimated date is [date]. Thanks for your patience; I'm keeping an eye on it for you.

4. Shipping outside coverage / customs

Hi [Name], your order is on its way! International orders can take [timeframe] and may have customs fees set by your country — those are outside our control, but I'm happy to help track the parcel.

5. Return request

Hi [Name], no problem at all. Our return window is [X days] for unused items. Here's how it works: [steps / portal link]. Once we receive it, your refund goes out within [timeframe].

6. Refund processed

Hi [Name], your refund of [amount] for order [#1234] has been processed. It should appear on your original payment method within [3–5] business days. Thanks for shopping with us!

7. Exchange or wrong item

Hi [Name], so sorry the wrong item arrived! I've started a replacement for [correct item] — it'll ship today at no cost. Keep or recycle the other one, no need to send it back.

8. Out of stock / restock

Hi [Name], [product] is currently out of stock — we expect it back around [date]. Want me to email you the moment it's available?

9. Discount code request

Hi [Name], thanks for asking! Here's a little something: use code [CODE] for [discount] on your next order. It's valid until [date]. Enjoy! 💛

10. Abandoned cart follow-up

Hi [Name], looks like you left [product] in your cart — it's still waiting for you! If anything held you back (sizing, shipping, a question), just reply and I'll help.

11. Product care / how-to

Hi [Name], great question about [product]! Here's the quick version: [instructions]. There's a full guide here too: [link]. Let me know if anything's unclear.

12. Review request after delivery

Hi [Name], hope you're loving your [product]! If you have a moment, a quick review really helps a small shop like ours: [link]. Thank you so much! 🙏

Answer buyers in seconds. Save your store's replies and insert them anywhere by typing //.

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Tips for store owners

Related: WhatsApp Business quick replies · Customer service apology templates · Etsy message templates for sellers · Live chat canned responses · Customer support reply templates

Frequently asked questions

Does Shopify have canned responses?
Shopify Inbox offers quick replies for chat, but they don't follow you to email or other tools. ReplyKit works everywhere by typing //.

What customer service templates do Shopify stores need most?
Order status (WISMO), shipping updates, returns, refunds, discount codes and review requests cover most customer messages.

How do I insert them across my tools?
Save each template as a snippet in ReplyKit, then type // in Gmail, your help desk or chat to insert it at the cursor.

Is ReplyKit free?
Yes, free for up to 10 snippets. Pro unlocks unlimited snippets and sync across devices.