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12 Shopify customer service message templates (copy & paste)

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

Keep order number, tracking link and date as placeholders so each reply personalizes itself.
Give your top replies a short shortcut like ;wismo ("where is my order") or ;ret.
Group them into folders — Orders, Returns, Pre-sales — so you find the right one fast.
Works in your Shopify inbox, Gmail, help desk and most chat widgets; use Copy where auto-insert is blocked.