Rep AI Customer Service Templates | Free Response Templates
These ready-to-use customer service templates are designed for Shopify store owners leveraging Rep AI. They provide quick, effective responses for common customer inquiries, mirroring the efficiency and personalized touch your AI sales concierge offers, helping you convert more visitors into loyal customers.
Customer asks for product recommendations based on needs.
FriendlyHi [CUSTOMER_NAME], I'd be happy to help you find the perfect [PRODUCT_TYPE]! Could you tell me a little more about what you're looking for, such as [SPECIFIC_CRITERIA_1] or [SPECIFIC_CRITERIA_2]? This will help me recommend the best options from our catalog.
Personalize the criteria to gather relevant information for a tailored recommendation.
Customer asks about specific product features.
ProfessionalHello [CUSTOMER_NAME], thank you for your interest in our [PRODUCT_NAME]. This product features [KEY_FEATURE_1] and [KEY_FEATURE_2], designed for [BENEFIT]. You can find more detailed specifications on the product page here: [PRODUCT_LINK].
Always direct the customer to the product page for comprehensive details after a concise summary.
Customer asks about product stock availability.
FriendlyHi [CUSTOMER_NAME]! Thanks for asking about the [PRODUCT_NAME]. Good news, it's currently in stock and ready to ship! You can place your order now to ensure you get it quickly.
If out of stock, offer an alternative or an email notification for restock.
Customer asks for order status.
ProfessionalDear [CUSTOMER_NAME], your order #[ORDER_NUMBER] is currently [ORDER_STATUS]. It was shipped on [DATE_SHIPPED] and is expected to arrive by [ESTIMATED_DELIVERY_DATE]. You can track its journey here: [TRACKING_LINK].
Provide all relevant tracking information clearly and concisely.
Customer reports a missing package.
EmpatheticOh no, [CUSTOMER_NAME], I'm so sorry to hear your package for order #[ORDER_NUMBER] is missing. I've initiated an investigation with [SHIPPING_CARRIER] and will keep you updated. In the meantime, please check with neighbors or any secure locations around your property.
Reassure the customer and clearly state the next steps you are taking.
Customer wants to change shipping address after order.
ProfessionalHello [CUSTOMER_NAME], thank you for reaching out. We can attempt to update the shipping address for order #[ORDER_NUMBER] to [NEW_ADDRESS] if it hasn't been processed for shipment yet. Please confirm the new address, and we'll do our best to accommodate this change.
Manage expectations regarding the feasibility of changing an address post-order.
Customer wants to initiate a return.
FriendlyHi [CUSTOMER_NAME]! We understand that sometimes things don't work out. To initiate a return for your order #[ORDER_NUMBER], please visit our returns portal here: [RETURNS_PORTAL_LINK]. You'll find all the necessary steps and our policy details there.
Make the return process as straightforward as possible by providing a direct link.
Customer asks about the exchange policy.
ProfessionalHello [CUSTOMER_NAME], we offer exchanges for [ELIGIBLE_PRODUCTS] within [NUMBER] days of purchase, provided the item is in its original condition. Please review our full exchange policy at [POLICY_LINK] or contact us to arrange your exchange.
Clearly state eligibility criteria and direct them to the policy page.
Customer reports a damaged item upon arrival.
EmpatheticOh no, [CUSTOMER_NAME], I'm so sorry to hear your [PRODUCT_NAME] arrived damaged. Please send us a photo of the damaged item and packaging to [EMAIL_ADDRESS] along with your order #[ORDER_NUMBER], and we'll arrange for a replacement or refund immediately.
Prioritize a quick resolution and make it easy for the customer to provide necessary evidence.
Post-purchase upsell/cross-sell.
FriendlyHi [CUSTOMER_NAME]! We hope you're loving your new [PURCHASED_PRODUCT]. Many customers who bought [PURCHASED_PRODUCT] also enjoy [RELATED_PRODUCT_NAME] – it's a perfect complement! Check it out here: [RELATED_PRODUCT_LINK].
Keep recommendations highly relevant and highlight the benefit of the complementary product.
Requesting a product review after delivery.
FriendlyHello [CUSTOMER_NAME]! Your order #[ORDER_NUMBER] should have arrived by now. We'd love to hear your thoughts on your new [PRODUCT_NAME]! Your feedback helps us and other shoppers. Would you mind leaving a quick review here: [REVIEW_LINK]?
Make it easy to leave a review and emphasize the value of their feedback.
Cart abandonment follow-up with an incentive.
FriendlyHi [CUSTOMER_NAME], it looks like you left some items in your cart! Your [ITEM_COUNT] favorite items are still waiting. Complete your purchase now and use code [DISCOUNT_CODE] for [DISCOUNT_PERCENTAGE]% off your order: [CART_LINK].
Provide a clear incentive and a direct link back to their cart to encourage conversion.
Further reading
Deep dives and resources that pair with this page — same topics, more detail.
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