Reply templates for the questions you answer every day

Orders and delivery

Order status, delays, missing confirmations, address changes and cancellations.

• Where is my order?Copy-ready replies for "where is my order" emails and chats: tracking link, carrier, expected date and what happens next. Friendly, formal and brief versions.
• Delayed orderReply templates for when an order has missed its delivery date: say sorry, explain where the parcel is, give a new estimate and say what happens if it is late again.
• Apology for delayProactive apology emails for when a batch of orders will ship late: what happened, the new dispatch date, an optional discount and an easy way to cancel.
• Order confirmation missingWhat to reply when a customer says they never got an order confirmation: confirm the order went through, give the details and point them to their spam folder.
• Change delivery addressReply templates for address change requests: confirm the new address before dispatch, or explain the options once the parcel is already with Royal Mail, Evri or DPD.
• Cancel an orderReply templates for cancellation requests: confirm the cancellation and refund before dispatch, with refund timings and UK cancellation rights explained clearly.

Damaged, wrong or missing

When the parcel arrives and something is not right.

• Wrong item receivedReply templates for when a customer gets the wrong item: apologise, send the right one, and arrange a free return or let them keep it. Friendly, formal and brief.
• Damaged itemReply templates for items that arrive broken or damaged: apologise, ask for a photo if you need one, and offer a replacement or refund without making the customer chase the courier.
• Missing item or parcelReply templates for when tracking says delivered but the parcel never came, or an item is missing from the box. Polite checks first, then a replacement or refund.

Returns and refunds

Refund requests, returns, exchanges and what to say outside the window.

• Refund request within 14 daysReply templates for change-of-mind refund requests inside the 14-day UK cancellation period: how to send it back, what gets refunded and when the money arrives.
• Refund outside the return windowPolite reply templates for refund requests after your return window has closed: explain the policy, offer store credit or an exchange, and check for a fault first.
• Return instructionsClear return instruction emails: how to pack it, where to drop it off, the returns label or address, and when the refund lands. Ready for Royal Mail, Evri and InPost.
• Exchange requestReply templates for size and colour exchanges: check stock, hold the new item, and choose whether to send it now or once the return arrives. Friendly, formal, brief.

Products and shipping

Stock, sizing, product questions, price matching and shipping costs.

• Out of stock after orderingReply templates for when an item sold out after the customer paid. Offer a wait, a swap or a full refund, in friendly, formal and brief tones.
• Back in stockReply templates for customers asking when a sold-out item returns, or to tell them it is back. Includes restock dates, links and a hold offer.
• Product questionReply templates for pre-sale product questions about materials, dimensions, compatibility and care. Give a clear answer, a link and a next step.
• Size helpReply templates for customers unsure which size to order. Recommend a size from their measurements, link the size guide and explain exchanges.
• Price match requestReply templates for price match requests. Check the competitor's price, set conditions and match with a single-use discount code if you choose to.
• Shipping costsReply templates for questions about UK delivery costs, free delivery thresholds and express options. Clear prices and cut-off times, three tones.
• International shipping and customsReply templates for overseas customers asking about delivery, duties and import VAT. Covers DDP and DDU, EU orders since Brexit and refused parcels.

Payments and billing

Discount codes, chargebacks, VAT invoices and subscriptions.

• Discount code not workingReply templates for when a discount code will not apply at checkout. Explain the condition it missed, or honour it on the order with a fresh code.
• Chargeback disputeReply templates for when a customer disputes a payment with their bank. Open a calm conversation, resolve it directly, and gather evidence for the bank.
• VAT invoice requestReply templates for business customers asking for a VAT invoice. Confirm the company details, send the invoice and say what it includes, in three tones.
• Cancel subscriptionReply templates for customers cancelling a subscribe-and-save subscription. Confirm the cancellation, the last charge and any order already on its way.

Complaints and reviews

Escalated complaints and public negative reviews.

• Complaint escalationReply templates for escalated complaints: a named senior person takes over, sums up what went wrong, owns it and sets out the fix with a date. No scripted apologies.
• Negative review responsePublic reply templates for negative Google and Trustpilot reviews: short, calm, no order details, with a private route to fix it. Plus what UK fake review rules mean.

SaaS support

Login help, billing questions, bug reports and feature requests.

• Account login helpReply templates for SaaS customers locked out of their account. Check the email on file, send a reset, cover SSO and 2FA, without leaking account data.
• Billing questionReply templates for SaaS billing questions: unexpected charges, prorated upgrades, invoices and plan changes. Explain the charge and link the invoice.
• Bug report acknowledgementReply templates for acknowledging a SaaS bug report. Confirm the issue, offer a workaround, set expectations and promise to email when it is fixed.
• Feature request replyReply templates for SaaS feature requests. Thank the customer, ask what they are trying to do, log it honestly and never promise a ship date.