You answer “where’s my order?” every day. Stop writing it from scratch.

Hi {first_name}, orders to {country} ship within {1–2} business days and usually arrive in {X–Y} business days. Shipping is {free over $Z / $N flat}. You'll get a tracking link by email as soon as it ships.

Hi {first_name}, {product} runs [true to size / small / large]. If you're between sizes, go [up / down]. Our size chart is here: {link}. If you send me your usual size in {brand they know}, I'll tell you which one to pick.

Hi {first_name}, {product} in {variant} is sold out right now. We expect more around {date}, but that can change. Want me to email you the day it's back? Just reply "yes".

Hi {first_name}, sorry about that. {CODE} [expired on {date} / works on orders over $X / doesn't apply to sale items]. [Here's a code that works today: {NEWCODE}.] If it still fails at checkout, send me a screenshot of the error and I'll sort it out.

Hi {first_name}, [yes, we ship to {country}. Delivery takes about {X–Y} business days. Duties and taxes are {included / paid on delivery}.] [We don't ship to {country} yet. I'll add you to the list and let you know if that changes.]

Hi {first_name}, I checked order {order_number}. It [shipped on {date} and the tracking shows {status}: {tracking_link} / is packed and ships by {date}]. If it hasn't moved by {date}, reply here and I'll chase the carrier.

Hi {first_name}, your order {order_number} is running late. That's on us: {short reason, e.g. a supplier delay}. The new ship date is {date}. If that doesn't work, I can cancel it and refund you in full today. Just say the word.

Hi {first_name}, [done, order {order_number} will ship to {new address}] [it already shipped, so I can't change it on our side. You can redirect it with {carrier} here: {link}].

Hi {first_name}, [I've cancelled order {order_number}. The refund of {amount} goes back to your {payment method} and usually shows in {5–10} business days.] [It already shipped, so I can't cancel it. Once it arrives, you can return it for free here: {link}.]

Hi {first_name}, I'm sorry, that's stressful. Could you check with neighbors and your building's mail area, and look around the door? Carriers sometimes mark a package delivered a day early. If it hasn't turned up by {date}, reply here and I'll [send a replacement / open a claim with {carrier}].

Hi {first_name}, I'm sorry it arrived damaged. Could you send a photo of the item and the box here: {upload or returns form link}? Once I see it, I'll send [a replacement / a refund] the same day. You don't need to send it back.

Hi {first_name}, that's our mistake, sorry. Please send a photo of what you received here: {link}. I'll ship the right {product} today. Keep the wrong one or [use this prepaid label: {label_link}].

Hi {first_name}, sorry, part of your order is missing. Could you send a photo of the packing slip here: {link}? I'll ship the missing {product} [today / by {date}].

Hi {first_name}, you can return anything within {N} days of delivery if it's [unworn / unused]. Start the return here: {link}. [Return shipping is free / costs $N.] Once it reaches us, the refund takes about {N} business days.

Hi {first_name}, I see your return for order {order_number} [arrived on {date}]. The refund of {amount} was issued on {date}. Banks usually take {5–10} business days to show it. If it's not there by {date}, reply here and I'll send you the payment reference.

Hi {first_name}, happy to swap it. [I've reserved {new variant} for you.] Send the original back with this label: {label_link}, and we'll ship the new one [as soon as it's scanned / today].

Hi {first_name}, I checked, and [one of those charges is a pending hold that will drop off within {N} days / you were charged twice, and I've refunded {amount} just now]. Sorry for the scare.

Hi {first_name}, done. Your {plan} subscription is cancelled, and you won't be charged again. [Your last box ships on {date}.] If you ever want it back, reply here.

Hi {first_name}, thanks for waiting. We were offline when you wrote. {answer}. I'm here until {time} today if you need anything else.

Hi {first_name}, I'm passing this to {name}, who handles {topic}. They'll reply in this same thread by {time/day}, so you won't need to explain it again.