Ecommerce support email templates

Wrong and missing item replies

Seven copy-paste templates for missing items, separate packages, wrong items, investigations, recorded refunds and goodwill credits. Each explains when its wording is safe to use.

Shipping reply templates

Tracking, delays, carrier investigations and replacement shipment updates, with conditions for using each reply.

Delivered but not received

A customer-friendly investigation workflow and four replies for a parcel marked delivered.

Gorgias macros for Shopify

Start with a small macro library, then check variables and order facts before sending.

Set up Gmail templates

Enable, save and organise reusable replies for Shopify support. Learn where static wording needs current order facts.

Damaged item support workflow: photo checklist + replacement/refund templates

A practical playbook to resolve damaged item tickets fast: what photos to request and replies for replacements and refunds.

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.

Partial refund & goodwill credit templates for Shopify support

The wording that keeps customers calm: clear amounts, reasons, and timelines (so you get fewer follow‑ups).

Shopify cancellation macros

Templates for “cancel my order”, partial cancellations, and out‑of‑stock situations — written to stay friendly and reduce repeat tickets.

Shopify chargeback support workflow: what to collect + customer email templates

A support playbook for Shopify chargebacks: de‑escalation replies, what evidence to gather, and templates for customers (not legal advice).

Shopify fraud / verification macros

Neutral Shopify order-verification replies for address mismatches and review requests. Keep the verification proportional, protect customer information and separate review from approved financial actions.

Shopify order edits & address changes: support workflow + templates

A Shopify decision tree for address, size and quantity changes. Confirm identity and warehouse timing before approving an edit, then describe the action that actually occurred.

Shopify purchase orders support: B2B workflow + copy‑paste templates

Shopify B2B purchase-order support replies for references, agreed payment terms, partial shipments and documentation. Check the actual company account and approved terms before using a template.

WhatsApp and Instagram DM support templates for ecommerce: keep one brand voice everywhere

Short WhatsApp and Instagram DM replies for order questions, returns and delivery problems. Copy and adapt them manually while keeping sensitive order information out of public comments.

Return and refund email templates for ecommerce support

Free return and refund email starters for ecommerce support. These templates cover the conversation from a request to the verified resolution; they are not an additional paid template pack.

Shipping delay email templates: six ecommerce reply starters

Free shipping-delay email templates for tracking gaps, preparation delays, carrier investigations and delivered-not-received reports. Describe the checked evidence and a useful next step.

Shopify customer support templates for WISMO, refunds, returns and shipping

A practical Shopify reply library for WISMO, partial fulfilments, returns, refunds, cancellations and address changes. Copy the structure, confirm the facts and adapt the next step before sending.

Zendesk macros for ecommerce support teams

Useful Zendesk macro starters for ecommerce teams. Keep the public reply separate from internal investigation notes, map placeholders deliberately and inspect every action before applying a macro.