Shopify Helpdesk Email Template: 8 Replies to Copy

Before you copy: check the order, then pick the template

A common cause of wrong replies is skipping the order check. Say a customer asks to cancel. You send the cancellation template, but the parcel left the warehouse yesterday. Check two fields in Shopify admin first:

• Fulfillment status: Unfulfilled, Partially fulfilled or Fulfilled.
• Payment status: Paid, Partially refunded or Refunded.

Those two fields decide which reply fits. If you don't want to check them by hand on every ticket, Relay reads the order and replies for you, following your rules.

8 Shopify helpdesk email templates

The examples use one made-up customer, Emma, and order #1042. Swap in your own data. Your helpdesk's variables can fill it in for you.

1. Where is my order (shipped)

Use when: fulfillment status is Fulfilled and tracking is active.
Pull: first name, order number, carrier, tracking link.

Subject: Your order #1042 is on its way

Hi Emma,

Your order #1042 shipped with Canada Post. You can follow it here: tracking link.

The tracking page shows the latest scan and the delivery estimate. If it hasn't moved by the estimated date, reply to this email and we'll look into it with the carrier.

Thanks,
Julia, Support team

To send these replies automatically, see our guide to automating where is my order emails on Shopify.

2. Shipping delay

Use when: the order is past the date you promised.
Pull: first name, order number, new estimate.

Subject: Order #1042 is running late

Hi Emma,

Your order #1042 is taking longer than we promised. The new estimate is Thursday.

We'll email you as soon as it moves. If you'd rather cancel, reply “cancel” and we'll sort it out.

Thanks,
Julia

3. Return request

Use when: the order is inside your return window.
Pull: first name, order number, item, return steps.

Subject: Your return for order #1042

Hi Emma,

No problem, the linen shirt from order #1042 can be returned. Here's how:

1. Pack the item with its tags.
2. Print the return label at this link.
3. Drop it at any post office.

Your refund goes out once we receive and check it.

Thanks,
Julia

For returns outside the window or with missing tags, see our return request reply emails.

4. Refund confirmation

Use when: payment status shows Refunded or Partially refunded.
Pull: first name, order number, amount, payment method.

Subject: Refund issued for order #1042

Hi Emma,

We've refunded the amount for order #1042 to the card you paid with.

Your bank decides how fast it shows on your statement. If you don't see it after a few business days, check with your bank first, then reply here.

Thanks,
Julia

5. Cancellation

Use when: fulfillment status is Unfulfilled.
Pull: first name, order number.

Subject: Order #1042 is canceled

Hi Emma,

Done. Order #1042 is canceled. Any payment will go back to your original payment method.

Thanks,
Julia

If the order is already fulfilled, don't send this one. Send the return steps from template 3 instead.

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Let Relay check the fulfillment status before it replies.

6. Address change

Use when: fulfillment status is Unfulfilled.
Pull: first name, order number, new address as the customer wrote it.

Subject: New address saved for order #1042

Hi Emma,

We've updated the shipping address on order #1042 to: 14 Pine Street, Toronto.

Please check it's right. If anything is off, reply before it ships.

Thanks,
Julia

7. Damaged item

Use when: the customer sent photos of the damage.
Pull: first name, order number, item, what you offer (replacement or refund).

Subject: Sorry about the damaged item in order #1042

Hi Emma,

Thanks for the photos. That mug should not have arrived like that.

We're sending a new one today, at no cost. You don't need to send the broken one back.

Thanks,
Julia

For more cases, see our damaged item replies.

8. Angry customer

Use when: the customer is upset and the tone is sharp.
Pull: full order history, previous tickets.

Subject: Order #1042: here's what we're doing

Hi Emma,

You're right to be frustrated. You've waited too long, and you had to write twice.

Here's what we've done: we've upgraded your shipping at no cost, and the new tracking link is here. I'll check on it myself tomorrow.

Julia

More versions are in our angry customer email samples.

How to email your customer from a Shopify helpdesk without sounding like a robot

A template only saves time if it still reads like a person wrote it. Four rules:

• Answer in the first line. “Your order shipped” comes before any thank you.
• Use real order data. An order number and an item name show you looked.
• One next step. Click the link, or reply, or drop off the parcel. Never all three.
• Drop empty lines. Cut “We value your business” and “Please don't hesitate”. They add length, not trust.

How to set up a template in your Shopify helpdesk

Most helpdesks call saved replies “macros”. Not sure which tool to use? See our comparison of the best free Shopify helpdesk options.

To set one up properly:

1. Save one macro per case, named by ticket type: “WISMO shipped”, “Cancel unfulfilled”.
2. Replace the example data with variables for first name, order number and tracking link, so the helpdesk fills them in from the Shopify order.
3. Write the “use when” condition in the macro name or notes. That way anyone on the team can pick the right one.
4. Add tags so you can count which ticket types come back most.

When templates stop being enough

Templates make each reply faster. But you still read every ticket, open the order, check the status and press send. When most of your day goes to those same 8 tickets, you are the bottleneck, not the wording.

Relay takes that step off your plate. It reads the ticket, finds the Shopify order, applies your rules and acts within the permissions you give it: refunds, discount codes, cancellations, address changes. When a case matches your escalation rules, like a high value order, a very upset customer or an unusual request, it passes the ticket to you. If a customer asks for a person, here's how to handle the hand-off.

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