These customer service email templates cover the questions an online store answers every week: where is my order, delays, out of stock, damaged items, returns, refunds, complaints and pre-sale questions. Copy them, swap the words in [brackets] for your details, and keep them short and warm. They work as canned responses for email, DMs and comment replies too.
Updated 30 September 2026
Hi [Name], thanks for checking in. Your order [#number] left us on [date] and is with [courier]. You can track it here: [tracking link]. It is due to arrive by [date]. If it has not arrived by then, reply to this email and I will chase it for you.
Hi [Name], I am sorry, your order [#number] is running late because [short reason]. It should now arrive by [new date]. I will keep an eye on it and let you know if anything changes. Thanks for your patience.
Hi [Name], yes, we ship to [country]. Delivery usually takes [X to Y] business days and costs [shipping cost], or it is free over [amount]. Any other questions before you order, just ask.
Hi [Name], no problem. I have updated the delivery address for order [#number] to [new address]. If it has already shipped, I will ask [courier] to redirect it and let you know.
Hi [Name], the [product] in [size or colour] is sold out right now. We expect more on [date]. Want me to let you know the moment it is back? In the meantime, [similar product] is in stock and very close.
Hi [Name], the [product] fits [true to size / small / relaxed]. If you are between sizes, we suggest [advice]. Our size guide is here: [link]. And if it is not right, exchanges are easy within [X] days.
Hi [Name], great question. The [product] is [answer: material, colour, dimensions or care]. [One useful extra detail.] Here is the product page if you would like to order: [link].
Hi [Name], I am really sorry your [product] arrived damaged. That is not how it should have reached you. Could you reply with a quick photo? As soon as I see it, I will send a replacement or refund, whichever you prefer.
Hi [Name], no problem. You can return the [product] within [X] days of delivery. Here is how: [steps or returns link]. Once it is back with us, we will [refund or exchange] within [X] business days.
Hi [Name], I have processed your refund of [amount] for order [#number]. It usually shows in your account within [X] business days, depending on your bank. Sorry this one did not work out, and thanks for giving us a go.
Hi [Name], thank you for telling us, and I am sorry. You are right that [acknowledge the specific problem]. Here is what I am going to do: [action and timeframe]. If there is anything else that would make this right, reply and let me know.
Hi [Name], thank you so much for the kind words, it genuinely made our day. If you have a moment, a short review would help other shoppers find us: [review link]. Enjoy your [product].
Templates save time, but you still have to find the order, fill in the brackets and paste the right one. Paperflower does that part for you: it reads each email, DM and comment, pulls the customer's order, stock and shipping details from Shopify, and has a reply ready that already includes them, in your brand's voice. For email and DMs you press Send. For public comments it copies the reply and opens the comment so you paste it yourself, and it never puts order details in public. See how it works.
Most tools treat comments as noise. Paperflower reads every one, spots buying questions like “do you ship to NZ?” and makes sure they get answered before the customer moves on.
Every conversation gets a score so the people ready to buy come first. You see who to reply to now, and who can wait.
Order status, shipping and product details are pulled in automatically, so drafts are right the first time and private order details never go out in public.
AI drafts are on and auto-send is off by default. Complaints are escalated to you. Refunds and cancellations always need a human.
Paperflower starts free with 100 customer interactions a month, no card needed: every message in one list, and you write the replies. AI sorting, reply drafts and spam hiding come with Standard, which is A$47 a month for 3,000 customer interactions, with a 7-day free trial. Human replies are always free. See all plans.
Local time zones, local shipping questions, and support from people who know the market.
The answer to their question in the first line, what happens next, when it will happen, and a friendly sign-off. Use their name and their actual order or product so it does not read like a form letter.
Canned responses are saved, reusable replies for questions you get often, like where is my order or do you ship to New Zealand. They make replies faster and more consistent, as long as you personalise them before sending.
Thank them for telling you, say sorry for the specific problem, say exactly what you will do and by when, and invite them to reply. Template 11 above follows that shape.
Not unless you turn that on. By default it drafts a reply and you approve it. You can switch on auto-send for simple, safe questions once you trust the drafts.
Instagram, Facebook and TikTok comments and DMs, support email through Gmail or Google Workspace, and Shopify for order details.
Yes. The Free plan is the basics: 100 customer interactions a month in one list, no card needed, and you write each reply. Standard adds AI sorting, reply drafts and spam hiding, and comes with a 7-day free trial. You can cancel any time. Compare plans.
Connect Instagram, Facebook, email and Shopify in a few minutes. On Standard, AI sorts every message and drafts every reply, you stay in control, and nothing is sent without your say-so unless you switch that on. Free puts every message in one list for you to answer.