1. Price and stock
Hi [Name]! Yes, the [product] is in stock in [colours/sizes] and it is $[price]. You can grab it here: [link]. Want me to check a size for you?
Instagram DM templates for online stores: 12 replies to copy
The best Instagram DM templates for a shop are short, friendly replies to the questions customers ask every day: price and stock, sizing, shipping, where is my order, returns and complaints. Save them as saved replies in Instagram so you can drop them in with a few taps, then change a word or two so every reply sounds personal. Below are 12 templates to copy, how to reply to Instagram DMs and set up saved replies, and tips that turn DMs into sales.
Updated 11 October 2026
How to reply to Instagram DMs
- Tap the messages icon at the top of your feed.
- Check every tab: Primary, General and Requests. Messages from people who do not follow you often land in Requests, and many are buying questions.
- Open the conversation and type your reply. To answer one message in a busy thread, swipe right on it (or press and hold, then Reply).
- To use a saved reply, tap the saved replies icon in the message box, or type its shortcut.
- Send, then move the conversation to Primary or General so you can find it again.
How to set up saved replies (quick replies)
- Switch to a professional (business or creator) account if you have not already.
- Go to your profile, open the menu, then Settings and privacy.
- Open your business or creator tools and choose Saved replies.
- Tap New, write the reply and give it a short shortcut, such as 'ship' or 'size'.
- In any chat, type the shortcut or tap the saved replies icon to insert it.
12 Instagram DM templates for online stores
2. Sizing
Great question! The [product] fits [true to size / a little small]. Our size guide is here: [link]. Tell me your usual size and I will recommend one.
3. Shipping to Australia and New Zealand
We ship Australia-wide in [X] business days and to New Zealand in [X] business days. Free shipping over $[amount]. Details here: [link]
4. Where is my order?
Hi [Name], thanks for checking in! Your order [#number] shipped on [date] with [courier] and is due [date]. Tracking: [link]. Anything else, just message me.
5. Out of stock
So sorry, the [product] has sold out! We expect more around [date]. Want me to message you as soon as it is back?
6. Discount or promo code
Thanks for asking! Our current offer is [offer], code [CODE] at checkout until [date]. Happy shopping!
7. Returns and exchanges
No problem! You can return or exchange within [X] days. Start here: [link]. If anything is faulty, send me a photo and your order number and I will sort it out.
8. Complaint
Hi [Name], I am really sorry about this, and thank you for telling us. Could you send your order number and a photo? I will fix it for you today.
9. After hours
Thanks for your message! We are offline right now and will reply first thing tomorrow. Shipping and returns info is here in the meantime: [link]
10. Thanks for tagging us
Thank you so much for sharing, [Name]! You look amazing in it. Mind if we repost it on our page?
11. Collab or influencer request
Thanks for reaching out! Please email hello@[yourstore].com.au with your media kit and rates, and the team will get back to you within a week.
12. Wholesale enquiry
Thanks for your interest in stocking us! Please email [email] with your store name, location and website, and we will send our wholesale details.
Tips that turn DMs into sales
- Reply fast. A question about price, stock or delivery answered in minutes is often a sale; the next day, it is usually gone.
- Use their name and change at least one line, so a saved reply never reads like a bot.
- Always include the next step: the product link, a size suggestion or a question back.
- Send links to the exact product, not your home page.
- Order details are fine in a private DM, but never in a public comment.
- Do not send unsolicited sales DMs to people who have not contacted you. Instagram limits accounts that do, and it annoys customers.
When DMs get busy
Saved replies work for a handful of DMs a day. Once you also have comments under ads, Facebook messages and support email, the same questions pile up in four places. Paperflower puts Instagram and Facebook DMs, comments and email in one list, puts buying questions first, and drafts each reply from your brand knowledge and the customer's Shopify order, so you check it and press Send.
Tools that send through Instagram's messaging API, including Paperflower, follow Meta's reply window: replies within 24 hours of the customer's last message, and up to 7 days for a person replying. Sending DMs on its own is off by default, paid plans only, and complaints and refunds always come to a person. See also Instagram auto replies and how DMs work in Paperflower.
How Paperflower is different
Comments are a sales channel, not a chore
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.
Buying Intent and Opportunity Score
Every conversation gets a score so the people ready to buy come first. You see who to reply to now, and who can wait.
Shopify context in every draft
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.
You stay in control
AI drafts are on and auto-send is off by default. Complaints are escalated to you. Refunds and cancellations always need a human.
Simple pricing
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.
Built for AU and NZ brands
Local time zones, local shipping questions, and support from people who know the market.
Frequently asked questions
Tap the messages icon, check the Primary, General and Requests tabs, open the conversation and type your reply. Swipe right on a message to reply to it directly, or insert a saved reply with its shortcut.
Use saved replies: switch to a business or creator account, open Settings and privacy, go to your business or creator tools, choose Saved replies and add a reply with a shortcut. Type the shortcut in any chat to insert it.
Messages from people who do not follow you usually go to the Requests tab in your inbox. Check it daily, because many are customers asking about products.
Yes, as a starting point. Templates make replies fast and consistent, but personalise each one with the customer's name and details so it does not sound automated.
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.
Start Paperflower free
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.