112 E-commerce Customer Support Response Templates

Your order #[order number] was placed successfully on [order date]! You'll receive a shipping confirmation with tracking details once it ships. Expected shipping: [estimated ship date].

Here's the latest on order #[order number]: it's currently [order status]. Track it here: [tracking link]. The estimated delivery is [estimated delivery date].

I'm sorry to let you know that order #[order number] is experiencing a delay. The new estimated delivery is [new delivery date]. This is due to [delay reason]. I understand this is frustrating — would you like me to [offer option]?

I'm sorry your package appears to be missing. Let me check a few things:

1. Could someone else at [delivery address] have accepted it?
2. Has the carrier left a notice for pickup?
3. Check any secure areas (mailroom, behind porch furniture).

If it doesn't turn up by tomorrow, I'll file a claim and get a replacement or refund started.

Let me check if we can still modify order #[order number]. Orders enter processing quickly, so I'll need to verify it hasn't shipped yet. [modification outcome]

The [product name] in your order #[order number] is currently on backorder with an expected restock date of [restock date]. Would you prefer to:

1. Wait for the item
2. Receive the rest of your order now and the backordered item later
3. Cancel the backordered item for a refund

I've initiated the return for [product name] from order #[order number]. Here's what to do:

1. Print the return label: [return label link]
2. Pack the item in its original packaging
3. Drop it off at [carrier name]

Once we receive it, your refund of [refund amount] will process within [refund timeline].

I'm sorry [product name] didn't work out. Would you like to exchange it for a different [exchange option]? We can ship the replacement before you return the original — no extra charge. Just let me know your preference.

I see that order #[order number] was placed on [order date], which is outside our [return window] return window. I understand that's frustrating. Let me check if there's anything we can do — could you tell me what went wrong with the product?

I'm sorry you received [product name] in that condition, {{customer.first_name}}. No need to return the damaged item — I'm processing a replacement right away. It should ship within [shipping time]. Could you share a photo so we can flag this with our warehouse?

Your refund of [refund amount] for order #[order number] was processed on [refund date]. It typically takes [bank processing time] for your bank to post the credit. If you don't see it by [expected date], let me know and I'll investigate further.

It looks like the payment for your order didn't process. This usually happens when:

- The card has insufficient funds
- Your bank flagged it as unusual activity
- The card details have a typo

Please try again or use a different payment method. Your cart is saved and ready.

I can see why that's concerning, {{customer.first_name}}. The second charge is likely an authorization hold from your bank — it should disappear within [hold duration]. I've confirmed we only charged [order amount] once for order #[order number].

Let me look into that code for you. The code [promo code] [code/status]. [resolution details]

Here's the invoice for order #[order number]: [invoice link]. It includes your order details, payment method, and applicable taxes. Let me know if you need any modifications for your records.

Great choice! The [product name] in [variant/option] is currently [stock status]. [availability details] Would you like me to help you place an order?

For [product name], here's what we recommend:

[size guide details]

If you're between sizes, we suggest going [size recommendation]. And remember, exchanges are free if it's not the right fit.

Both are excellent choices! Here's how they compare:

[Product A]: [key features]
[Product B]: [key features]

For [use case], I'd recommend [your recommendation] because [reason].

The [product name] in [variant/option] is currently sold out. I've added you to our restock notification list — you'll be the first to know when it's back, usually within [restock estimate]. Would you like to see any similar alternatives in the meantime?

The [product name] comes with a [warranty period] warranty covering [warranty coverage]. To make a warranty claim, you'll need your order number and a description of the issue. Full warranty details: [warranty link]

We offer the following shipping options:

[shipping options]

All options include tracking. Free shipping on orders over [free shipping threshold].

We do ship to {{customer.country}}! International orders typically take [delivery estimate] and may be subject to local customs duties and taxes, which are the buyer's responsibility. Tracking is included.

I've updated the shipping address for order #[order number] to:

[new address]

Please confirm this is correct. Note: if the order has already shipped, we may need to arrange a redirect with the carrier.

It looks like the carrier tried to deliver your order today but wasn't able to. They usually retry the next business day. You can also [pickup option] or contact the carrier at [carrier contact info] to arrange a convenient time.