5 Customer Service Templates Every Marketplace Seller Needs

Responding to customer questions is part of the job, but writing the same answer from scratch every time is a waste. Here are five templates for the most common scenarios, ready to customize and use.

1. "Where is my order?"

This is the most common question. Keep it short, provide the tracking info, and set expectations:

"Hi [name], thanks for reaching out! Your order was shipped on [date] with [carrier]. You can track it here: [tracking link]. Delivery is expected by [date]. If it hasn't arrived by then, please let me know and I'll look into it right away."

2. "Can I get an invoice?"

If you're using automatic invoicing, this question should be rare. But just in case:

"Hi [name], your invoice was sent to your email on [date]. I've attached it to this message as well. If you need any changes (e.g., a different company name or address for your records), just let me know."

Pro tip: Set up automatic invoicing and you'll almost never get this question again.

3. "I want to return this product"

"Hi [name], no problem! You can initiate a return through the Bol.com return portal. Once we receive the item, we'll process your refund within 2 business days. If you have any questions about the return process, I'm happy to help."

4. "The product arrived damaged"

"Hi [name], I'm sorry to hear that. Could you send me a photo of the damage? I'll arrange a replacement or full refund — whichever you prefer. You won't need to return the damaged item."

5. "Is this product compatible with [X]?"

"Hi [name], great question! [Product] is compatible with [list compatible items]. If your specific model isn't listed, feel free to send me the model number and I'll verify for you."

Why templates work

Templates aren't impersonal — they're consistent. Customize them with the customer's name and order details, and you'll respond faster with fewer errors. Your seller score will thank you.