Support guide

Help Scout saved replies: 10 ecommerce templates that sound human

A simple saved‑reply structure for Help Scout + 10 copy‑paste templates for shipping (WISMO), returns, refunds, and common exceptions.

Updated 3 October 2026 · CaseKit team

Help Scout is a popular choice for e‑commerce support because it stays simple — until your team is answering the same tickets all day. That’s where Help Scout saved replies shine: you write the “80% answer” once, then personalize the last 20%.

Below is a clean saved‑reply structure + templates for the most common ecommerce tickets: shipping/WISMO, returns, refunds, cancellations, and “something went wrong” exceptions.

Quick rule: a saved reply should include (1) the answer, (2) the next step, and (3) a timeline. If it’s missing one of those, customers reply again — and your inbox grows.

A simple folder structure for Help Scout saved replies

01 Shipping (WISMO) — tracking, delays, delivered‑not‑received
02 Returns — return request, label, exchanges
03 Refunds — refund initiated, partial refund, refund timeline
04 Exceptions — damage, missing/wrong item, fraud verification

Naming tip: start with a number so your list stays in the same order for every agent.

10 Help Scout saved replies you can copy

1) WISMO: “Where is my order?” (tracking + expectation)

Before using this template: confirm that each stated status, approval and completed action is true for this order. Replace every placeholder, remove unavailable options and use verified estimates. A draft does not perform the action.

Hi {first_name},

Thanks for reaching out — I’ve checked your order {order_number}.

Your tracking link is here: {tracking_link}
Current status: {carrier_status}

If you don’t see movement right away, that’s normal — carriers sometimes take {scan_window} to update after pickup.
I’ll keep an eye on it as well, and if it’s still stuck after {followup_window}, I’ll escalate it for you.

Best,
{agent_name}

2) Shipping delay (apology + next step)

Hi {first_name},

You’re right to ask — this shipment is taking longer than expected.

Here’s the tracking link: {tracking_link}
What I’m doing next: {next_step} (timeline: {timeline})

If anything changes before then, I’ll message you right away.

Best,
{agent_name}

3) Delivered but not received (DNR)

Hi {first_name},

Thanks — I see tracking shows “Delivered” for order {order_number}.

Before we escalate, could you please confirm:
1) The delivery address: {shipping_address}
2) Whether someone else at the address accepted it
3) If you checked mailbox/locker/front desk + nearby areas

Once confirmed, I’ll open a carrier inquiry and follow our resolution steps (timeline: {timeline}).

Best,
{agent_name}

4) Address change (before shipment)

Hi {first_name},

I received your address-change request for order {order_number}.
Please confirm {minimum_address_details_needed} in this private conversation.

I will check the warehouse and carrier state to see whether the change can still be accepted. The address is not confirmed changed until I share that confirmation.

I will update you by {next_update_date} with the accepted change or the available next step.

Best,
{agent_name}

5) Cancel request (clear boundary)

Hi {first_name},

I received your cancellation request for order {order_number}.
Current verified fulfilment status: {fulfillment_status}.
Affected item(s): {affected_items}.

I will check which items can still be stopped and which resolution is approved. The order is not confirmed cancelled until the store records that action. Any refund will be confirmed separately as approved, pending or processed.

I will update you by {next_update_date}.

Best,
{agent_name}

6) Refund initiated (timeline)

Hi {first_name},

Confirmed — I’ve initiated the refund for order {order_number}.

Refund amount: {refund_amount}
Timeline: {refund_timeline}

Once your bank processes it, you’ll see the credit on your original payment method.

Best,
{agent_name}

7) Return request (collect info)

Hi {first_name},

Of course — I can help with a return.

To get this started, please confirm:
• Item(s) you want to return: {items}
• Reason: {reason}
• Whether the item is unused/in original packaging

Once confirmed, I’ll send the next steps (label instructions + timeline).

Best,
{agent_name}

8) Damaged item (photos + resolution)

Hi {first_name},

I’m sorry that arrived damaged — we’ll make it right.

Could you reply with:
1) A photo of the damage
2) A photo of the shipping label
3) (If possible) a photo of the packaging

Once I have that, I can offer {resolution_options} (timeline: {timeline}).

Best,
{agent_name}

9) Missing item (reship vs refund options)

Hi {first_name},

Thanks — I’ve checked order {order_number} and it looks like {what_we_see}.

To resolve it, I can offer:
1) Reship the missing item(s): {missing_items} (ETA: {eta})
2) Refund the missing item(s): {refund_amount} (timeline: {refund_timeline})

Which option would you prefer?

Best,
{agent_name}

10) Fraud / verification (keep it calm)

Hi {first_name},

Thanks for your order — we just need a quick verification before we ship.

Please confirm:
• Full name on the order: {name}
• Shipping address: {shipping_address}
• Last 4 digits of the card used: {last4} (or the payment method used)

Once confirmed, we’ll proceed right away.

Best,
{agent_name}

Make saved replies faster (without sounding robotic)

Personalize one sentence (timeline, next step, or a specific detail).
Remove fluff. Customers want clarity more than cheerleading.
When you don’t know yet, say what you’ll do next — and when you’ll follow up.

If your agents also work inside Shopify Admin or WooCommerce wp‑admin, pairing saved replies with an order‑context tool helps a lot: copy a clean order summary, then paste the saved reply and personalize.

Using these in Help Scout: the plain fields below are editing placeholders. Replace them manually or map supported values with Help Scout’s variable picker; for example, {%customer.firstName,fallback=there%} provides a greeting fallback. Do not assume that an order or refund field exists in your account. Preview the reply and check the matched order. See Help Scout’s variable documentation and saved reply guide. CaseKit does not provide a native Help Scout integration.

Using this workflow with CaseKit

CaseKit drafts replies from order facts in the Shopify app. The Gmail extension is optional. Review the draft against the current order and your store policy before sending; CaseKit does not send messages, cancel orders, issue refunds or create shipments.

Written by the CaseKit team

We build a Shopify support app and spend our days looking at how order-status tickets actually get answered. Everything here is written from that work, not from a keyword list. Corrections to support@casekit.app.