Below are 12 ready-to-use Arabic customer service templates covering delivery updates, returns, and cash on delivery, each with an English translation. They use a warm, neutral-casual Arabic that works across markets, with dialect notes where a local variant lands better. Copy them and adapt the placeholders.
How should you use these templates?
Three rules before you paste anything:
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Match the customer's register. If they write casually (most do in DMs), formal phrasing will feel cold. Adjust.
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Mind gender. Arabic verbs and adjectives inflect for the person you address; where it matters, we give both forms. Sending the masculine form to a woman reads as careless; more in Gender-Aware Arabic: Why It Matters in Customer Service AI.
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Fill placeholders from real data. A delivery template without a real date is just a polite shrug.
Delivery and WISMO templates
Order-status questions commonly make up 25-50% of ticket volume in ecommerce (industry reporting), so these earn their keep fastest.
1. Order confirmed
تم تأكيد طلبك رقم {order_number} بنجاح! هنبعتلك تحديث أول ما يتشحن. (Tamm ta2keed talabak raqam {order_number} binaja7! Hanib3atlak ta7deeth awwel ma yetsha7an.) "Your order {order_number} is confirmed! We will send you an update as soon as it ships."
2. Order shipped
طلبك اتشحن! متوقع يوصلك يوم {date}. رقم التتبع: {tracking_number} (Talabak etsha7an! Motawaqa3 yewsalak yom {date}. Raqam el tatabbo3: {tracking_number}) "Your order has shipped! Expected delivery on {date}. Tracking number: {tracking_number}"
3. Where is my order (on time)
طلبك في الطريق وكل حاجة تمام، متوقع يوصل يوم {date}. لو اتأخر عن كده كلمنا على طول. (Talabak fel taree2 we kol 7aga tamam, motawaqa3 yewsal yom {date}. Law et2akhar 3an keda kallemna 3ala tool.) "Your order is on the way and everything is fine, expected on {date}. If it is later than that, message us right away."
4. Where is my order (delayed), with apology
نعتذر عن التأخير، في ضغط عند شركة الشحن. طلبك هيوصل خلال {X} أيام وهنتابعه معاك خطوة بخطوة. (Na3tazer 3an el ta2kheer, fi daght 3and sherket el sha7n. Talabak hayewsal khilal {X} ayyam we hanetab3o ma3ak khatwa bkhatwa.) "We apologise for the delay, the courier is under heavy load. Your order will arrive within {X} days and we will follow it with you step by step."
5. Delivery attempt failed
حاول المندوب يوصلك النهارده ومعرفش. ممكن تأكدلنا العنوان ورقم الموبايل عشان نرتب محاولة تانية بكرة؟ (7awel el mandoob yewsalak elnaharda w ma3refsh. Momken te2akkedelna el 3enwan w raqam el mobile 3ashan nerattab mo7awla tanya bokra?) "The courier tried to deliver today and could not reach you. Could you confirm your address and phone number so we can arrange another attempt tomorrow?"
Gulf note: swap "elnaharda" (today, Egyptian) for "اليوم" (el yom) and "bokra" stays "بكرة" (bukra) or "باچر" (bacher) in Emirati.
Returns and exchange templates
6. Return request accepted
أكيد، التبديل والاسترجاع متاح خلال {X} يوم. ابعتلنا صورة المنتج ورقم الطلب وهنبدأ الإجراءات فوراً. (Akeed, el tabdeel wel esterga3 muta7 khilal {X} yom. Eb3atlena sooret el montag w raqam el talab w hanebda2 el egra2at fawran.) "Of course, exchange and return are available within {X} days. Send us a photo of the product and the order number and we will start immediately."
7. Exchange for a different size
ولا يهمك، هنبدلهولك بمقاس {size}. المندوب هياخد القطعة القديمة ويسلمك الجديدة في نفس الزيارة. (Wala yhemmak, hanebdelhoolak bi maqas {size}. El mandoob hayakhod el qet3a el adeema w yesallemak el gedeeda fi nafs el ziyara.) "No worries at all, we will exchange it for size {size}. The courier will collect the old piece and hand you the new one in the same visit."
To a female customer: "ولا يهمِك... هنبدلهولِك... يسلمِك" (wala yhemmek, hanebdelhoolek, yesallemek).
8. Refund processed
تم تنفيذ الاسترجاع، والمبلغ {amount} هيرجعلك خلال {X} أيام عمل. تحب نساعدك تختار حاجة تانية؟ (Tamm tanfeez el esterga3, wel mablagh {amount} hayerga3lak khilal {X} ayyam 3amal. Te7eb nesa3dak tekhtar 7aga tanya?) "The refund is processed, and {amount} will be back with you within {X} business days. Would you like help picking something else?"
9. Return outside the window (polite decline)
للأسف مدة الاسترجاع خلصت من {X} يوم، فمش هنقدر نرجّع القطعة دي. لكن لو فيها عيب صناعة ابعتلنا صور وهنشوف حل يرضيك. (Lel asaf moddet el esterga3 khelset men {X} yom, fa mesh hane2dar neragga3 el qet3a di. Laken law feeha 3eib sina3a eb3atlena sowar w haneshoof 7all yerdeek.) "Unfortunately the return window closed {X} days ago, so we cannot take this piece back. But if there is a manufacturing defect, send us photos and we will find a solution that works for you."
Cash on delivery (COD) templates
Around 45% of Middle East shoppers prefer COD (Go-Globe), and unconfirmed COD orders bleed money: UAE COD return rates run roughly 12-13x card returns (Quiqup). Confirmation templates directly protect margin.
10. COD order confirmation
طلبك جاهز للشحن، والدفع كاش عند الاستلام. الإجمالي {amount} شامل التوصيل. أكدلنا بس إن العنوان ده صحيح: {address} (Talabak gahez lel sha7n, wel daf3 cash 3and el estelam. El egmali {amount} shamel el tawseel. Akkedelna bass en el 3enwan da sa7ee7: {address}) "Your order is ready to ship, payment is cash on delivery. The total is {amount} including delivery. Just confirm this address is correct: {address}"
11. COD confirmation nudge (no reply)
لسه مستنيين تأكيدك عشان نشحن طلب الكاش. لو حابب تعدل حاجة قولنا، ولو كله تمام رد بكلمة "أكيد" وهنشحنه النهارده. (Lessa mestanneyeen ta2keedak 3ashan nesh7an talab el cash. Law 7abeb te3addel 7aga olna, w law kollo tamam rodd bkelmet "akeed" w hanesh7ano elnaharda.) "We are still waiting for your confirmation to ship your COD order. If you want to change anything tell us, and if all is good just reply 'sure' and we ship today."
12. COD amount reminder before delivery
المندوب هيوصلك النهارده إن شاء الله. جهز معاك {amount} كاش، أو لو تحب تدفع بالكارت عند الاستلام قولنا دلوقتي. (El mandoob hayewsalak elnaharda in shaa Allah. Gahhez ma3ak {amount} cash, aw law te7eb tedfa3 bel card 3and el estelam olna dilwa2ti.) "The courier will reach you today. Have {amount} in cash ready, or if you prefer card on delivery, tell us now."
Can templates scale, or do you need automation?
Templates fix quality, not volume or speed. Each one still needs someone to pick it, fill it with live Shopify data, adjust dialect and gender, and send it within seconds, at midnight, during sales, in three scripts including Arabizi.
That layer is what ReplAi automates. It answers in the customer's own dialect (Egyptian, Gulf, Levantine), detects English, Arabic, or Arabizi, inflects for gender, and runs order status, returns, and COD flows straight from Shopify. Across our merchant cohort it automates 80% of messages with sub-14 second average replies (Q1 2026), and stores doing 1,000+ orders a month save 4-8 team hours a day. Setup takes about 10 minutes; see pricing or book a demo.
Frequently asked questions
Should templates be in Modern Standard Arabic to stay safe across dialects?
No. MSA is the safest way to sound like a bank letter. The templates above use a light, widely understood casual Arabic with Egyptian colouring, with Gulf swaps noted where they matter. If most of your customers are in one market, localise fully toward it; see Why MSA-Only Chatbots Fail Gulf Customers.
How do I handle customers who write in Franco-Arabic (Latin letters)?
Reply in the same mode. A customer who types "el order hayewsal emta?" will read an Arabizi or casual reply as natural and an MSA paragraph as robotic. If you reply manually, transliterate your template; an AI agent should detect the script automatically.
Do I really need separate masculine and feminine versions of every template?
Of every template that addresses the customer directly with a verb or adjective, yes. Notice templates 7 and 11 change endings by gender. Neutral phrasings can dodge some cases, but systematic gender-aware addressing is what makes replies feel human.
What is the single highest-impact template to automate first?
The WISMO pair (templates 3 and 4), because order-status questions commonly represent 25-50% of ticket volume. Automating them with live tracking data removes the biggest block of repetitive work; see What Is WISMO? The Where Is My Order Problem Explained.