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A new message pops up: a question, a delay, a problem. You stare at the screen trying to find the right words... again. Good customer service is one of the easiest ways to get 5-star reviews and repeat buyers, but writing every reply from scratch takes forever.
Here are 7 message templates you can copy today. Just fill in the [brackets] and make them sound like you.
💡 Want all 12 templates, plus shop policy templates and an FAQ builder? Grab my Customer Service & Policies Pack, a fillable and printable PDF.
1. Thank you for your order
“Hi [name], thank you so much for your order! I’m getting your [product] ready and it will ship by [date]. I’ll send tracking as soon as it’s on its way. - [your name]”
Send it right after the order. It shows a real person is behind the shop.
2. Your order has shipped
“Good news, [name]! Your order is on its way. Tracking: [link]. Estimated delivery: [dates]. I hope you love it!”
3. Shipping delay
“Hi [name], I wanted to let you know your order is running a little behind because [short honest reason]. It should now ship by [new date]. I’m so sorry for the wait and thank you for your patience.”
Tell buyers before they have to ask. Most people are kind when you’re honest early.
4. Damaged or wrong item
“Hi [name], I’m really sorry your order arrived [damaged / wrong]. Could you send a quick photo? Once I see it, I’ll [replace it / refund you] right away.”
5. Personalization check
“Hi [name], before I start, here’s the personalization I have: ‘[text]’. Could you confirm it’s correct (spelling, dates, capitals)?”
This one message can save you from remaking an order.
6. Friendly review request
“Hi [name], I hope you’re enjoying your [product]! If you have a moment, an honest review would mean so much to a small shop like mine.”
Always ask for an honest review, never only a 5-star one.
7. Thank you for your review
“Thank you so much, [name]! Your kind words made my day. I hope to see you again soon!”
These are 7 of the 12 templates in the Customer Service & Policies Pack, along with review replies for mixed and negative reviews.
Make the unboxing part of your customer service
Your messages set the tone, and your packaging finishes the job. A few small touches make buyers remember you:
- Thank-you cards for small business orders, a handwritten line goes a long way.
- “Thank you for supporting my small business” stickers, to seal your packages.
- Tissue paper and kraft mailers, for a neat, gift-like unboxing.
Save your templates as saved replies
Copy your final versions into your shop’s saved replies (or your phone’s text shortcuts). Answering a message will take seconds instead of minutes.
Write clear shop policies
Most customer problems start with unclear expectations. Clear policies for shipping, returns, digital products and custom orders answer questions before buyers even ask. (Always check your platform’s rules and your local consumer laws when you write them.)
The pack includes 4 shop policy templates and a policy checklist. 👉 Get the pack here
Answer faster, sell with confidence
I made the Etsy & Shopify Customer Service & Policies Pack: 12 message templates, 4 shop policy templates, an FAQ builder, review replies and a tricky situations guide. Comes in 2 versions, fillable and printer-friendly.
👉 Get the Customer Service & Policies Pack
Happy selling! 💛
Katerina
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