Chatty Customer Service Templates | Free Response Templates
These ready-to-use customer service templates provide quick and efficient responses for Shopify store owners leveraging the Chatty AI chatbot to enhance their customer support.
Customer asks about a specific product's features.
FriendlyHi [CUSTOMER_NAME], thanks for your interest in [PRODUCT_NAME]! This product features [KEY_FEATURE_1] and [KEY_FEATURE_2], making it ideal for [IDEAL_USE]. You can find more details and specifications on its product page here: [PRODUCT_LINK].
Always link directly to the product page for further details and easy purchasing.
Customer asks for a product recommendation.
FriendlyHello [CUSTOMER_NAME]! I'd be happy to help you find the perfect item. Based on your interest in [CUSTOMER_INTEREST/PREFERENCE], I recommend checking out [RECOMMENDED_PRODUCT_NAME]. It's a popular choice for [REASON_FOR_RECOMMENDATION] and fits your needs well: [PRODUCT_LINK].
Personalize recommendations by referencing expressed customer needs or browsing history.
Product is out of stock.
FriendlyHi [CUSTOMER_NAME], thank you for reaching out! Unfortunately, [PRODUCT_NAME] is currently out of stock. We expect it to be available again around [DATE_OR_TIMEFRAME]. You can sign up for email notifications on the product page to be alerted as soon as it's back!
Offer an alternative product or allow customers to sign up for restock notifications.
Customer asks for tracking information.
FriendlyHi [CUSTOMER_NAME], thanks for checking in on your order [ORDER_NUMBER]! Your package has shipped and is currently en route. You can track its journey here: [TRACKING_LINK]. Please allow [NUMBER] business days for delivery.
Ensure the tracking link is accurate and directly accessible for the customer.
Order is delayed.
EmpatheticHello [CUSTOMER_NAME], I apologize for the delay with your order [ORDER_NUMBER]. We're experiencing an unexpected [REASON_FOR_DELAY] which has impacted delivery times. We are working hard to get it to you as soon as possible, and you can monitor its progress here: [TRACKING_LINK].
Proactively inform customers of delays when possible and offer a sincere apology.
Customer reports a missing package.
EmpatheticHi [CUSTOMER_NAME], I'm so sorry to hear your package for order [ORDER_NUMBER] hasn't arrived. I've initiated an investigation with [SHIPPING_CARRIER] and will get back to you with an update within [NUMBER] business days. In the meantime, please check around your property and with neighbors.
Provide clear next steps and manage customer expectations regarding resolution time.
Customer wants to return an item.
ProfessionalHello [CUSTOMER_NAME], thank you for reaching out. To initiate a return for your order [ORDER_NUMBER], please visit our returns portal at [RETURNS_PORTAL_LINK] and follow the instructions. Please ensure the item is in its original condition within [NUMBER] days of purchase.
Clearly state return policy requirements and provide a direct link to the returns portal.
Customer wants to exchange an item.
FriendlyHi [CUSTOMER_NAME]! We'd be happy to help you with an exchange for [PRODUCT_NAME]. Please visit our exchange page at [EXCHANGE_LINK] to view options and process your request. We want you to be completely satisfied with your purchase!
Make the exchange process as straightforward as possible to encourage customer satisfaction.
Customer cannot log into their account.
ProfessionalHello [CUSTOMER_NAME], I apologize for the inconvenience. Please try resetting your password using the 'Forgot Password' link on the login page: [FORGOT_PASSWORD_LINK]. If the issue persists, please clear your browser's cache and cookies or try a different browser.
Offer multiple troubleshooting steps and direct links to help resolve login issues quickly.
Customer reports an error during checkout.
EmpatheticHi [CUSTOMER_NAME], I'm sorry to hear you're experiencing trouble at checkout. Please ensure all your billing and shipping details are correct. You might also try a different payment method or refreshing the page. If the problem continues, please send a screenshot of the error.
Request screenshots or specific error messages to expedite troubleshooting for complex issues.
Customer asks about store policies (e.g., warranty, privacy).
ProfessionalHello [CUSTOMER_NAME], thank you for your question! You can find all the details regarding our [POLICY_NAME] policy on our dedicated page: [POLICY_LINK]. We aim to be transparent and provide all necessary information there.
Always direct customers to the official policy page for comprehensive and accurate information.
Customer asks how to contact live support.
FriendlyHi [CUSTOMER_NAME]! If you need to speak with a live agent, you can typically find our chat widget in the bottom right corner of our website during business hours [HOURS_OF_OPERATION]. Alternatively, you can email us at [SUPPORT_EMAIL_ADDRESS].
Clearly state available contact methods and their operating hours to manage expectations.
Further reading
Deep dives and resources that pair with this page — same topics, more detail.
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