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.
Updated 3 October 2026 · CaseKit team
Match the case before choosing a reply
Confirm the Shopify order and customer, then inspect the affected line items, payment records, cancellation and fulfilment information. A partial fulfilment may have multiple packages; do not combine their tracking into one delivery claim. A fulfilled state does not prove carrier handover or delivery.
Check your store policy and approval requirements. A request, approval and completed action are different stages. If several orders match, ask which order is intended before exposing details or making a change.
Use CaseKit in the Shopify workflow
The Shopify app can draft in Shopify Admin without Gmail or a Chrome extension. The optional extension brings the connected Shopify context into Gmail. You review, edit and send; CaseKit does not issue a refund, edit the order or verify live carrier events. These public starter templates remain free to copy into a helpdesk.
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.
WISMO with recorded tracking
Use when: the order, package and carrier event are verified.
Hi {first_name},
I checked order {order_number}. For {package_or_items}, the latest recorded tracking update is {verified_event_and_date}.
Tracking: {verified_tracking_link}
{verified_next_step_or_estimate}
Best,
{agent_name}Partial fulfilment
Use when: each package and the remaining items are individually verified.
Hi {first_name},
Order {order_number} has separate item groups:
{first_items}: {verified_status_and_tracking}
{remaining_items}: {verified_status_or_unknown}
I will check {next_action} and update you by {next_update_date}.
Best,
{agent_name}Return request received
Use when: return eligibility is still being reviewed.
Hi {first_name},
I received your return request for {item} on order {order_number}. Please confirm {minimum_needed_detail}.
I will check the applicable policy and explain the available options by {next_update_date}.
Best,
{agent_name}Refund verified
Use when: a successful refund is confirmed in the payment record.
Hi {first_name},
The payment record confirms a refund of {amount_and_currency} for order {order_number} on {date} to {payment_method}.
{verified_provider_estimate}
Please reply if you need help checking the refund.
Best,
{agent_name}Cancellation requested
Use when: cancellation has not yet been approved or completed.
Hi {first_name},
I received your cancellation request for order {order_number}. I will check its current fulfilment state and whether cancellation is still available.
I will confirm the result and any separate refund step by {next_update_date}.
Best,
{agent_name}Address change requested
Use when: warehouse timing and request authenticity still need checking.
Hi {first_name},
I received your address request for order {order_number}. Please confirm the intended address through {secure_support_channel}.
I will check with our fulfilment team before confirming any change.
Best,
{agent_name}