Reply templates
Replies 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
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