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Answering product questions: reply templates

Someone asking whether the bag fits a 16-inch laptop or the candle is vegan is close to buying. A specific answer and a link to the product usually closes it. These replies keep the answer up front and admit it when you need to check.

Updated 11 October 2026

Template

Subject: Re: your question about {product_name}

Hi {first_name}, Thanks for asking before you buy, it saves everyone a return. {product_answer} You can see the full details and photos here: {product_url} If there's anything else you want to check, such as care instructions or how it compares with something else we sell, just reply and I'll come back to you. Best wishes, {agent_first_name} {workspace}

Subject: Your enquiry about {product_name}

Dear {first_name}, Thank you for your enquiry about {product_name}. {product_answer} The full specification is available on the product page: {product_url} If you need any further information before placing an order, please reply to this email and we will be happy to help. Kind regards, {agent_first_name} {workspace}

Subject: Re: {product_name}

Hi {first_name}, {product_answer} More details here: {product_url} Any other questions, just reply. {agent_first_name} {workspace}
{first_name}Filled by Hobson
The customer's first name.
{product_name}
The product they asked about.
{product_answer}
The direct answer to their question, one or two sentences, for example "Yes, the inside pocket fits a 16-inch MacBook Pro with room for a charger."
{product_url}
A link to the product page.
{agent_first_name}Filled by Hobson
The first name of the teammate sending the reply.
{workspace}Filled by Hobson
Your shop name.

When to use it

  • A customer asks about materials, dimensions, ingredients or compatibility before buying.
  • A question comes in that the product page does not answer clearly.
  • You need to check with a supplier and want to hold the customer while you do.

For questions about fit and which size to choose, the size help template is more specific. Size help

How to use it

  1. 1

    Answer in the first line

    Put the yes, no or measurement first. Background can follow if it helps.

  2. 2

    Check the source

    Take the answer from the spec sheet or supplier, not memory. Allergens and materials especially.

  3. 3

    Update the product page

    If the question came up because the page was unclear, add the answer there so the next person does not have to ask.

Common mistakes

  • Guessing on allergens, materials or safety. If you are not sure, say you are checking and come back the same day.
  • Burying the answer under a paragraph of thanks and brand story.
  • Answering the question asked but missing the obvious follow-up, such as "yes it is waterproof, but not machine washable".
  • Not adding repeat answers to your knowledge base, so the same question costs you time every week.

What they usually ask next

After the product question, the customer usually wants to know what delivery will cost and how fast it is. Shipping costs

Related templates

All products and shipping templates

Questions