Tidio Customer Service Templates | Free Response Templates
Streamline your customer support and enhance satisfaction with these ready-to-use response templates for Shopify store owners using Tidio's chat and AI features. Adapt these messages to your brand's voice to provide quick, effective, and consistent customer service.
Customer asks for order confirmation
FriendlyHi [CUSTOMER_NAME], thanks for reaching out! Your order #[ORDER_NUMBER] was confirmed on [DATE_OF_ORDER]. You should have received an email with the details, but please let us know if you can't find it. We're always here to help!
Direct customers to their email first, as many confirmation emails get overlooked.
Customer asks about shipping delay
EmpatheticHello [CUSTOMER_NAME], I apologize for the delay with your order #[ORDER_NUMBER]. We understand how frustrating it can be to wait. Our team is actively monitoring it, and the current estimated delivery is [NEW_ESTIMATED_DATE]. We'll keep you updated!
Provide a clear new estimate and express understanding for their frustration.
Customer asks for tracking information
ProfessionalDear [CUSTOMER_NAME], your order #[ORDER_NUMBER] has shipped! You can track its journey here: [TRACKING_LINK]. Please allow [NUMBER] hours for the tracking information to update fully. Let us know if you have any further questions.
Always provide the direct tracking link and manage expectations about initial tracking updates.
Customer reports a damaged item
EmpatheticOh no, [CUSTOMER_NAME], I'm so sorry to hear your [PRODUCT_NAME] arrived damaged! Please send us a photo of the item and packaging to [SUPPORT_EMAIL_ADDRESS] so we can quickly arrange a replacement or refund. We want to make this right for you!
Apologize immediately and clearly outline the next steps for resolution.
Customer asks about product availability
FriendlyHi [CUSTOMER_NAME]! Thanks for your interest in the [PRODUCT_NAME]. It's currently [STATUS, e.g., in stock/out of stock]. If it's out, we expect it back around [DATE]! You can sign up for a restock notification on the product page.
Be transparent about stock status and offer a way to be notified for out-of-stock items.
Customer asks for general product details
ProfessionalHello [CUSTOMER_NAME], thank you for your inquiry about the [PRODUCT_NAME]. It features [KEY_FEATURES] and is crafted from [MATERIALS]. You can find more detailed specifications and customer reviews directly on the product page here: [PRODUCT_PAGE_LINK].
Provide concise key details and direct them to the product page for comprehensive information.
Customer asks for a product recommendation
FriendlyHi [CUSTOMER_NAME]! I'd love to help you find the perfect [PRODUCT_CATEGORY]. Could you tell me a little more about what you're looking for? For example, are you interested in [CRITERIA, e.g., a specific style, budget, or use case]?
Engage the customer with follow-up questions to gather more information for a tailored recommendation.
Customer asks about specific product feature/material
ProfessionalGood question, [CUSTOMER_NAME]! The [PRODUCT_NAME] uses [SPECIFIC_FEATURE/MATERIAL] which is known for [BENEFIT/CHARACTERISTIC]. We prioritize quality and transparency in all our products. Is there anything else you'd like to know?
Address the specific detail directly and offer further assistance to build confidence.
Customer asks for return policy
ProfessionalHello [CUSTOMER_NAME], thank you for reaching out. Our return policy allows for returns within [NUMBER] days of purchase for a full refund or exchange, provided the item is in its original condition. You can find our complete policy here: [LINK_TO_RETURN_POLICY].
Clearly state key terms of the policy and provide a direct link for full details.
Customer wants to initiate a return/exchange
FriendlyHi [CUSTOMER_NAME], we're happy to help you with a return or exchange for your order #[ORDER_NUMBER]. Please visit our returns portal at [LINK_TO_RETURNS_PORTAL] to start the process. If you have any trouble, just let us know!
Make the return process as easy as possible by directing them to a self-service portal if available.
Customer follows up on return status
EmpatheticHello [CUSTOMER_NAME], thanks for checking in on your return for order #[ORDER_NUMBER]. We received your [ITEM/RETURN_PACKAGE] on [DATE_RECEIVED] and are currently processing it. You can expect your refund/exchange to be completed within [NUMBER] business days. We appreciate your patience!
Provide specific dates and timelines to reassure the customer about the progress of their return.
Customer reports login difficulties
ProfessionalHi [CUSTOMER_NAME], I'm sorry to hear you're having trouble logging in. Please try resetting your password using the 'Forgot Password' link on the login page. If the issue persists, please clear your browser's cache and cookies or try a different browser. We're here if you need more help!
Provide step-by-step troubleshooting advice first, then offer further assistance.
Customer reports a payment processing issue
ProfessionalHello [CUSTOMER_NAME], I understand you're experiencing an issue with payment for order #[ORDER_NUMBER]. Please ensure all billing details are correct and try again. Sometimes, using an alternative payment method or contacting your bank can resolve this. Let us know how it goes!
Suggest common solutions for payment issues and advise the customer to check with their bank.
Customer needs website navigation help
FriendlyHi [CUSTOMER_NAME]! I'd be glad to help you navigate our site. What exactly are you trying to find or do? I can guide you directly or provide a link to the relevant section. Our goal is to make your shopping experience smooth!
Offer direct assistance and make it clear you're happy to guide them through the site.
General 'contact us' message
FriendlyHello [CUSTOMER_NAME], thanks for reaching out to [STORE_NAME]! How can I assist you today? Please tell me more about what you need help with, and I'll do my best to provide a quick and helpful response.
Keep it open-ended to encourage the customer to elaborate on their needs.
Positive feedback received
FriendlyHi [CUSTOMER_NAME], thank you so much for your kind words! We're thrilled to hear you had such a positive experience with [PRODUCT/SERVICE]. Your feedback truly makes our day and helps us continue to improve! We appreciate you choosing [STORE_NAME].
Express genuine gratitude and reinforce their positive experience.
Negative feedback/complaint
EmpatheticDear [CUSTOMER_NAME], I'm truly sorry to hear about your experience. We take your feedback very seriously and want to understand what went wrong. Could you please provide more details about [ISSUE_AREA]? We are committed to resolving this for you.
Apologize sincerely, acknowledge their feelings, and ask for more information to address the specific issue.
Further reading
Deep dives and resources that pair with this page — same topics, more detail.
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