Good support templates answer the customer's actual question in the first sentence, include the specific detail they need (tracking number, return link, timeline), and end with a clear next step. Below are 14 copy-paste templates for the messages Shopify stores answer most, plus guidance on adapting them.
How should you use these templates?
Three rules before you paste:
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Fill the brackets or delete the sentence. A template with "[tracking link]" left in is worse than no reply.
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Match your brand voice. Tighten or warm the phrasing, but keep the structure: answer first, detail second, next step last.
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Templates are a floor, not a system. They make humans faster; they do not answer at 2 a.m. WISMO alone commonly runs 25-50% of ecommerce ticket volume (industry reporting), which is why most stores eventually automate this layer; see our WISMO automation guide.
What templates cover shipping and delivery?
1. Order status (shipped) "Hi [name]! Good news: your order [number] shipped on [date] with [carrier]. You can follow it here: [tracking link]. It is expected to arrive by [date]. Anything else I can help with?"
2. Order status (not yet shipped) "Hi [name]! Your order [number] is confirmed and being prepared. It will ship within [X] business days, and you will get the tracking link the moment it leaves. Thanks for your patience!"
3. Delayed shipment "Hi [name], I am sorry, your order [number] is running behind our usual timeline. The current estimate is [new date]. I am keeping an eye on it personally and will update you if anything changes. Thank you for bearing with us."
4. Marked delivered but not received "I am sorry to hear that, [name]. Sometimes carriers scan a package early. Could you check with neighbours or your building reception? If it has not appeared within 24 hours, reply here and we will open an investigation with [carrier] and make it right."
What templates cover returns and refunds?
5. Return request (within policy) "Of course, [name]. You can return [item] within [X] days of delivery. Here is how: [steps or link]. Once we receive it, your refund of [amount] will be processed within [X] business days. Want me to start the return now?"
6. Return request (outside policy) "Thanks for reaching out, [name]. Our return window is [X] days and this order was delivered on [date], so a standard return is not available. What I can offer is [store credit / exchange option]. Would that work for you?"
7. Refund confirmation "Done! Your refund of [amount] for order [number] was issued today. Depending on your bank, it should appear within [X] business days. I am sorry this one did not work out, and I hope we see you again."
8. Exchange request "Happy to help, [name]. We can exchange [item] for [size/colour] as long as it is unworn with tags. Here is the process: [steps]. The replacement ships as soon as the original is scanned by the carrier, so you are not waiting on the full round trip."
What templates cover sizing and product questions?
9. Sizing guidance "Great question! [Item] fits [true to size / small / large]. Based on what you have told me, I would suggest a [size]. Here is the size chart just in case: [link]. If it does not fit, exchanges are free within [X] days."
10. Stock availability "Let me check! [Item] in [size/colour] is [in stock / out of stock right now]. [If out: We expect a restock around [date]. Want me to message you the moment it lands?]"
11. Product details "Sure! [Item] is [material/specs], [care instructions]. You can see more photos and details here: [product link]. Anything specific you want to know before ordering?"
What templates cover complaints and hard conversations?
12. Wrong or damaged item "I am really sorry, [name]. That is on us. Send me a quick photo of what arrived and I will ship the correct [item] immediately, no need to return the wrong one. You should have it by [date]."
13. General complaint or frustration "I hear you, [name], and I am sorry this has been frustrating. Here is what I am going to do right now: [concrete action]. I will follow up by [time] with an update. Thank you for giving us the chance to fix it."
14. Negative review follow-up "Hi [name], thank you for the honest feedback on [issue]. You are right that we fell short. We have [what changed], and I would like to [make-good offer]. If you are open to it, reply here and I will sort it personally."
When do templates stop being enough?
Templates fail on three fronts as you grow:
| Failure | Why it happens | What fixes it |
|---|---|---|
| Speed | Someone must be online to paste them | AI answering 24/7 |
| Accuracy | Brackets need live data (tracking, stock, refund status) | Direct Shopify connection |
| Volume | A human handles roughly 40-60 tickets/day (industry reporting) | Automation of the routine 70-80% |
This is exactly the layer ReplAi automates. Instead of a person retrieving order data and filling a template, ReplAi looks the order up in Shopify itself and answers on Instagram, Messenger, WhatsApp, or WebChat in under 14 seconds on average, 24/7. It processes returns, takes COD orders, follows up on abandoned carts, and answers catalogue questions from live data, in English, Egyptian, Gulf, and Levantine Arabic, and Franco-Arabic, with gender-aware phrasing. Across the merchant cohort in Q1 2026, 80% of messages were fully automated, and your team keeps human takeover from the same inbox for conversations like template 13 and 14 that genuinely deserve a person.
Setup takes about 10 minutes, and the free plan covers 100 replies a month. See pricing or book a demo and watch it answer your real templates from live store data.
Frequently asked questions
Should complaint responses ever be automated? First-touch acknowledgment and information-gathering, yes; resolution judgment, usually no. A good setup lets AI capture photos, order details, and the customer's desired outcome instantly, then escalates to a human for the decision. Speed of first response defuses most anger; see our thinking on the split in what percentage of support tickets AI can actually resolve.
How do I adapt these templates for WhatsApp and Instagram? Shorter and warmer. Cut greetings to one line, break paragraphs into two or three short messages, and use the customer's first name once, not every message. Emoji conventions vary by market and brand; match how your customers write to you.
How many templates does a store actually need? Fewer than you think, deeper than you think. The 14 here cover most volume, but each needs your specific policies filled in: exact return windows, real shipping timelines, true refund processing times. One accurate template beats five vague ones.
Can I feed these templates to an AI agent? Yes, and it is a great starting point. Your templates encode your policies and voice, which is precisely what an AI agent needs as its operating manual. With ReplAi, onboarding (included with every plan, with a real person) covers turning your existing replies and policies into the agent's configuration.