Customer Service Reply Generator
Paste a customer's message, pick the scenario and get a clear, calm reply: where is my order, refunds, damaged items, out of stock and more.
What a good support reply does
- Answers the actual question first, instead of opening with “Thank you for reaching out”.
- Apologizes once, when something went wrong on your side.
- Gives facts, not promises. Dates, refunds and replacements appear only if you've confirmed them; otherwise the reply leaves a placeholder like [delivery date].
- Ends with one next step, so the customer knows what happens now.
Paste the customer's message and add what you know: tracking, stock, what you can offer. The more you tell it, the fewer placeholders you'll fill in.
Scenarios it covers
| Scenario | What the reply does |
|---|---|
| Where is my order | Status and tracking, and what happens if it's late |
| Shipping delay | The new date and the options you allow |
| Refund request | Whether and how the refund happens, per your policy |
| Return or exchange | The steps from your policy |
| Damaged or wrong item | An apology, a photo request if needed, and the fix |
| Missing item | Whether it shipped separately, or the fix |
| Out of stock | Wait, swap or refund: only the options you allow |
| Cancel order or change address | Whether it's still possible, and what to do if not |
| Discount code issue | The reason if you know it, and the fix |
| Complaint | Acknowledges the problem and offers a person to talk to |
The Resolution menu sets what you're offering (refund, replacement, store credit or a polite no). Leave it on Use my notes to offer only what you wrote.
Saving replies as templates
- 01
Shopify Inbox
In Shopify Inbox, click Settings, then Quick replies, then Create quick reply. Give it a one-word shortcut and paste the reply.
- 02
WooCommerce
Open the order, add the reply as an order note with the visibility set to Public note to customer, and send it. WooCommerce emails it straight away.
- 03
Help desks
In Gorgias, Zendesk or Gmail, save each reply as a macro or template and swap the placeholders for your tool's variables.
Pitfalls
- Fill every placeholder. A reply that says [delivery date] looks worse than a slow one.
- Don't promise what the carrier controls. Pass on the carrier's estimate, not a guarantee.
- Refund before it becomes a dispute. A refund costs the order value. On Shopify Payments, a lost chargeback costs the order value plus a chargeback fee.
Questions people ask
How quickly should I reply to customer emails?
As soon as you can with a real answer. If you need time to check something, a short reply that says when you'll follow up is better than silence.
Should I apologize if the carrier lost the order?
Apologize for the trouble once, then focus on the fix. You don't need to blame the carrier or admit fault: the customer wants to know what happens next.
Is the customer's message stored?
This site doesn't store it, but it is sent to an AI model to write the reply. Leave out card numbers, full addresses and anything else sensitive.
What if the customer is angry?
Pick the Complaint scenario. The reply stays calm, acknowledges the specific problem and offers a direct way to reach a person.
What if the customer has already filed a chargeback?
Reply to the customer, then prepare your evidence with the chargeback response generator.
Related tools
Want this builtinto your store?
I'm Emmanuel, a Shopify and WooCommerce developer. If this tool pointed at something you'd rather have fixed for you (a faster store, cleaner product data, a migration, a custom feature), send me a note.
Emmanuel Asika
Shopify & WooCommerce developer, Dublin
I build and fix online stores: new builds, migrations, speed, SEO and the custom bits apps can't do.
Last reviewed 30 September 2026.
Sources: Shopify Help: Quick replies in Shopify Inbox · WooCommerce: View, edit or add an order · Shopify Help: Responding to chargebacks and inquiries