Customer email for online stores
Reply templates, the consumer rules a reply must respect, email setup, and how to use AI on support email without letting it make promises for you. Written for small stores, most of them on Shopify.
Reply templates
All 13 in reply templatesReplies to the emails an online store gets most, ready to copy, with every order detail left as a blank to fill from the order.
Reply templates
How to reply to an angry customer email, with templates
Answer the problem, not the tone. Five replies for an angry customer — when they're right, when your policy says no, when they threaten a review, a...
· 8 min read
Reply templates
Chargeback email to customer: templates and what to avoid
A customer has disputed a charge with their bank. Six emails for the common dispute reasons and the withdrawal letter, what never to put in...
· 8 min read
Reply templates
Customer complaint response email templates for stores
A four-part structure for complaint replies (acknowledge, answer, fix, follow up) and six templates for the complaints a small online store meets...
· 7 min read
Reply templates
Discount code not working: Shopify causes and replies
A Shopify discount code that 'doesn't work' is usually doing what it was set to do: a minimum isn't met, the customer or product isn't eligible,...
· 8 min read
Reply templates
Exchange request email replies for size and colour swaps
Three replies to an exchange request — the new size or colour is in stock, it's out of stock, or the request is outside your return window — with...
· 7 min read
Reply templates
Lost package email templates for online stores
Four lost package emails — tracking has stalled, the parcel is lost, tracking says delivered but nothing arrived, and the customer's own courier...
· 8 min read
Reply templates
Negative review response templates for online stores
Five public replies to negative reviews — fair, about delivery, factually wrong, from someone you can't find, and after it's fixed — plus what the...
· 8 min read
Reply templates
Order cancellation email templates for online stores
Four replies to a customer who wants to cancel — before it ships, after it ships, when part of it has shipped, and when they only want to change it...
· 7 min read
Reply templates
Order confirmation email not received: the reply and fixes
Four replies for a customer who got no order confirmation — the order exists, the email address had a typo, there's no order at all, or they...
· 7 min read
Reply templates
Out of stock and backorder emails to customers
Five emails for an order you can't fill from stock — a backorder with a date, a backorder with no date, a substitute offer, a cancellation, and a...
· 8 min read
Reply templates
Pre-order email templates for online stores
Five pre-order emails — the confirmation, a date that slips, a date you no longer know, the reply to 'when does mine ship?', and a failed balance...
· 7 min read
Reply templates
Shipping delay email templates for online stores
Three shipping delay emails — a short delay, a delay with no new date, and a reply to a customer who is already asking — and the US rule that...
· 5 min read
Reply templates
Subscription cancellation email templates and 2026 rules
Five replies for subscription cancellations, from the plain confirmation to the customer charged after cancelling, and what US, UK and EU law says...
· 8 min read
Shopify support
All 2 in shopify supportRunning customer email for a Shopify store: what to set up, what to measure, and what to leave to the store's own admin.
Shopify support
Shopify refund and shipping policy: write them for support
Most support email asks something your policies should already answer. How to set up your return and shipping policies in Shopify so they do, with...
· 8 min read
Shopify support
Shopify customer support email: how to set it up
Shopify sends your order emails but doesn't host a mailbox. Here is how to give your store one support address customers can write to and get...
· 6 min read
The law for online stores
All 4 in the law for online storesWhat EU, UK and US rules say a store's reply must respect, quoted from the official pages, with the date they were read.
The law for online stores
EU right of withdrawal for online stores: the 14-day rules
Customers in the EU can withdraw from an online purchase within 14 days of delivery without giving a reason. The rules from Directive 2011/83/EU on...
· 9 min read
The law for online stores
EU withdrawal button: what Article 11a requires of a store
Article 11a of the Consumer Rights Directive, inserted by Directive (EU) 2023/2673, requires an online withdrawal function with fixed wording and...
· 9 min read
The law for online stores
The FTC 30-day shipping rule for online stores
What the FTC's 30-day rule asks of a small online store selling to US customers: the shipping time you may promise, when the clock starts, what...
· 9 min read
The law for online stores
Consumer Rights Act refund after 30 days: UK online rules
UK online customers have two separate rights: 14 days to cancel for any reason under the Consumer Contracts Regulations 2013, and 30 days to reject...
· 9 min read
Email setup
All 3 in email setupShared inboxes, forwarding and sending from your own address with Google Workspace, Microsoft 365 and other providers.
Email setup
Google Workspace shared mailbox: the options compared
Google Workspace has no mailbox type built for sharing. You choose between a Google Group used as a Collaborative Inbox, an ordinary account with...
· 8 min read
Email setup
Microsoft 365 shared mailbox: licence, size and Send As
A Microsoft 365 shared mailbox gives your team one support address with no licence for the mailbox itself. What it costs, how big it can get, which...
· 7 min read
Email setup
SMTP AUTH in Microsoft 365 deprecated: dates and fixes
From the end of December 2026, Microsoft 365 turns off SMTP AUTH with a user name and password by default in existing organisations, and new ones...
· 7 min read
AI in customer support
All 3 in ai in customer supportUsing AI on customer email without letting it make promises for you: what works, what goes wrong, and what to ask a vendor.
AI in customer support
AI hallucinations in customer service: real cases
Three documented cases of AI giving customers rules that didn't exist, what each one cost, why language models fill gaps with confident inventions,...
· 7 min read
AI in customer support
Using ChatGPT to answer customer emails safely
ChatGPT can word a customer reply well, but it doesn't know your orders or your policy, and what you paste leaves your inbox. Here is what it's...
· 7 min read
AI in customer support
Prompt injection in customer email: how it works
Anyone can email your support address, and an AI that reads the email reads their instructions too. What OWASP says about indirect prompt...
· 6 min read
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