5 customer service templates every online 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 start the return with the link in your order confirmation email. As soon as the item arrives, we refund you 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 a 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 are not impersonal, they are consistent. Fill in the customer name and the order details, and you answer faster with fewer mistakes. Your reviews will thank you.