Support guide

WooCommerce customer support templates: shipping delays, returns & refund updates

Ten WooCommerce reply starters for shipping, returns, refunds and item problems. Choose by verified facts and approval state, then replace every placeholder before sending.

Updated 3 October 2026 · CaseKit team

Check before choosing a template

Match the customer and order; verify items and quantities, payment records, order notes, cancellation and recorded tracking. Check your actual return policy and any approved exception. Processing, Completed and Refunded describe different records; none should be expanded into a claim your evidence cannot support.

Use a short acknowledgement, checked fact and next step. Keep an uncertain estimate clearly labelled. Remove an unavailable refund or replacement option rather than leaving it in a cheerful generic reply.

Keep the workflow under your control

The CaseKit WooCommerce plugin drafts for your review and copying. Draft reply uses the service after Connect and draft consent; Local reply remains on WordPress. It does not send email, issue refunds or fetch live carrier events. These public templates are free to copy and do not require Pro.

Copy-paste starters

Replace every placeholder, check the condition above each reply and remove any action or estimate that is not verified. These templates do not send messages or perform order actions.

1. Order status

Use when: the order is matched and status is verified.

Hi {first_name},

Order {order_number} is currently {verified_status}. {recorded_tracking_information_or_no_tracking}

Next step: {verified_next_step}

Best,
{agent_name}

2. Confirmed delay

Use when: a delay is confirmed, without inventing an ETA.

Hi {first_name},

I’m sorry about the delay with order {order_number}. The confirmed issue is {verified_delay}.

I will check {next_action} and update you by {next_update_date}.

Best,
{agent_name}

3. Tracking link resend

Use when: the recorded tracking belongs to the correct package.

Hi {first_name},

Here is the tracking for {package_or_items} on order {order_number}: {verified_tracking_link}.
Latest recorded update: {verified_event_and_date}

Please reply if you need help understanding that update.

Best,
{agent_name}

4. Delivered scan, not received

Use when: the carrier shows delivered and the customer reports otherwise.

Hi {first_name},

I understand you have not received order {order_number}, although tracking records a delivered scan on {date}.

Please check {reasonable_safe_checks}. I will ask {responsible_team} to review the delivery evidence and update you by {next_update_date}.

Best,
{agent_name}

5. Damage reported

Use when: reasonable evidence is needed, with an alternative if unavailable.

Hi {first_name},

I’m sorry to hear about the damage to {item}. Please send a photo of the affected item and packaging through {private_support_channel}, covering unrelated personal details.

If photos are not possible, let me know. I will review the available resolution after checking the details.

Best,
{agent_name}

6. Return request received

Use when: no eligibility decision has been made.

Hi {first_name},

I received your return request for order {order_number}. Please confirm the item and reason.

I will check the applicable policy and explain the next steps by {next_update_date}.

Best,
{agent_name}

7. Return approved

Use when: return approval, address and costs are verified.

Hi {first_name},

Your return of {approved_items} is approved.
Return instructions: {verified_instructions}
Return cost: {approved_cost_terms}
Deadline: {applicable_deadline}

After receipt, the next step is {verified_review_or_refund_process}.

Best,
{agent_name}

8. Policy review outcome

Use when: an authorised person has checked exceptions and applicable obligations.

Hi {first_name},

We reviewed the return request for {item} on order {order_number}. Under {applicable_policy_detail}, the standard return option is unavailable because {verified_reason}.

{approved_alternative_or_review_contact}

Best,
{agent_name}

9. Refund recorded

Use when: a successful payment-provider refund is verified, not just a manual WooCommerce record.

Hi {first_name},

Our payment record confirms a refund of {amount_and_currency} for order {order_number} on {refund_date} to {payment_method}.

{verified_provider_processing_estimate}
Please reply if you need help checking the refund.

Best,
{agent_name}

10. Exchange available

Use when: the exchange is approved and stock, costs and return steps are known.

Hi {first_name},

We can offer an exchange of {original_item} for {available_replacement} under {approved_conditions}.

Return steps: {verified_instructions}
Price or shipping difference: {verified_amount_or_none}

Please confirm whether you would like to proceed.

Best,
{agent_name}