Reply templates
Customer service reply templates for the refund and order emails you write every week
Customer service reply templates save you from writing the same refund email for the fortieth time, but only if they're specific enough to send. These are written for online stores on Shopify, WooCommerce and the like. Every page has several versions (warm, neutral and firm, plus a short one for chat or WhatsApp), with the details you'd fill in from the order marked in [square brackets].
All reply templates
Refunds
Yes, no, and the awkward bit in the middle.
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Cancellations
For the order someone wants to undo, shipped or not.
Shipping and returns
Where the parcel is, and how to send one back.
Before you paste
How to use these without sounding like a template
Fill in every bracket from the actual order. A reply that says "your refund will arrive soon" gets a follow-up email. One that says "€42.50 back to your Visa ending 4417, usually 5-10 working days" mostly doesn't.
Match the tone to the customer, not to your mood. Someone who's waited three weeks for a parcel doesn't want the cheerful version. And keep the firm templates for when you mean it, because a firm no that later turns into a yes teaches people to push.
Last thing: none of these replace your policy. If a template promises something your refund policy doesn't allow, change the template.
Stop pasting the same refund reply
Hay.chat sends these replies for you. It checks the order, applies your policy and drafts the reply for your approval.
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