Shopify Inbox Customer Service Templates | Free Response Templates
These ready-to-use customer service templates are designed for Shopify store owners leveraging Shopify Inbox. They provide quick, consistent, and helpful responses to common customer inquiries, enhancing your support efficiency. Use them as a reference or as examples of the types of responses an AI chatbot could automate for your store.
Customer asks about ingredient allergens in a pet food product.
EmpatheticHi [CUSTOMER_NAME], thanks for reaching out! We understand how important it is to keep your pet safe and healthy. [PRODUCT_NAME] contains [LIST_OF_ALLERGENS_OR_KEY_INGREDIENTS]. We always recommend checking the full ingredient list on the product page or consulting your vet if you have specific dietary concerns.
Always be precise about ingredients and advise consulting a vet for medical advice.
Customer asks for product recommendations for a specific pet need or breed.
FriendlyHello [CUSTOMER_NAME]! We'd love to help you find the perfect item for [PET_NEED_OR_BREED]. For [PET_TYPE] with [SPECIFIC_PROBLEM], we highly recommend [PRODUCT_NAME] due to its [KEY_BENEFIT]. You can find more details and customer reviews here: [PRODUCT_LINK].
Personalize the recommendation based on the customer's input and provide a direct link.
Customer asks about product sizing for pet apparel or accessories.
FriendlyHi [CUSTOMER_NAME], getting the right fit for your furry friend is key! For [PRODUCT_NAME], we recommend measuring your pet's [MEASUREMENT_POINTS_E.G._CHEST_GIRTH_NECK_CIRCUMFERENCE] and comparing it to our size chart found on the product page here: [LINK_TO_SIZE_CHART]. If you're between sizes, it's often best to size up for comfort.
Always direct customers to the size chart and offer advice for common sizing dilemmas.
Customer asks about their order status and tracking information.
FriendlyHi [CUSTOMER_NAME], thanks for checking in! Your order [ORDER_NUMBER] is currently [STATUS_E.G._PROCESSING_SHIPPED]. You can track its journey and estimated delivery date here: [TRACKING_LINK]. Please allow [NUMBER] business days for delivery.
Provide the most current status and a direct tracking link for convenience.
Customer reports a delayed shipment or package missing in transit.
EmpatheticHello [CUSTOMER_NAME], I'm so sorry to hear about the delay with your order [ORDER_NUMBER]. I've checked the tracking ([TRACKING_LINK]) and it appears to be [REASON_FOR_DELAY_IF_KNOWN_E.G._EXPERIENCING_UNEXPECTED_DELAYS_IN_TRANSIT]. We're monitoring it closely and will update you if we get new information. Please reach out if it doesn't arrive by [EXPECTED_DELIVERY_DATE_PLUS_BUFFER].
Acknowledge the frustration, provide tracking, and set clear expectations for follow-up.
Customer asks about the store's general return policy.
ProfessionalHi [CUSTOMER_NAME], we want you and your pet to be happy with your purchase! You can return eligible items within [NUMBER] days of delivery. Please visit our full Return Policy page at [LINK_TO_RETURN_POLICY] for detailed instructions and eligibility requirements. We're here to help if you have specific questions about your order.
Clearly state the return window and direct to the full policy for details.
Customer wants to initiate a return or exchange for an item.
FriendlyHello [CUSTOMER_NAME]! We can certainly help you with a return for order [ORDER_NUMBER]. To start the process, please visit our dedicated returns portal at [LINK_TO_RETURNS_PORTAL] and follow the prompts. If you have any issues or need an exchange, just let us know!
Provide a direct link to the returns portal to streamline the process.
Customer received a damaged or defective item.
EmpatheticOh no, [CUSTOMER_NAME], I'm so sorry to hear that your [PRODUCT_NAME] arrived damaged! Please send us a photo of the damaged item and its packaging to [EMAIL_ADDRESS] so we can quickly resolve this for you. We'll arrange for a replacement or refund right away.
Express empathy, ask for evidence, and promise a swift resolution.
Customer received the wrong item in their order.
FriendlyHi [CUSTOMER_NAME], my apologies that you received the wrong item in your order [ORDER_NUMBER]! This is not the experience we want for you. Could you please confirm the item you received and the item you were expecting? We'll send out the correct [PRODUCT_NAME] immediately and provide instructions for the incorrect item.
Apologize, verify the mistake, and clearly state the next steps for correction.
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