MindLab Future AIChoose a situation, such as a delayed order or a damaged item, add the order details, and get a ready-to-send reply as an email, SMS or chat message in a friendly, professional or brief tone. Every draft comes with a “before you send” checklist, and none of them promise a refund, replacement or date for you. It runs in your browser, so nothing you type is sent anywhere.
Free Shopify support reply builder
Subject
Message
Only text customers who have agreed to receive messages, and follow the rules where you operate, including any opt-out wording. This is not legal advice.
Before you send
These are drafts, not decisions. You choose the outcome, check the facts in Shopify and with the carrier, and make sure each reply matches your store policy.
Templates included
- Where is my order? (tracking update)
- Shipping delay notice
- Package not received or lost
- Damaged item
- Wrong item received
- Return request instructions
- Refund confirmation
- Order cancellation request
- Address change request
- Out of stock or backorder
- Payment pending (bank transfer or e-wallet)
What makes a good support reply
- Lead with the answer. Say what happened to the order first, then explain.
- Use the customer's details. Their name, order number and item show you looked at their case.
- Say what happens next. A clear next step stops the follow-up “any update?” message.
- Only promise what you've confirmed. Check tracking with the carrier and the policy before you commit to a refund, replacement or date.
- Keep one voice. Pick a tone and use it everywhere so replies feel the same whoever sends them.
Using this with a VA or team
- Put the approved wording and the refund limit in your SOP so the VA knows what they can decide. Our SOP builder includes returns and order workflows.
- Give support VAs their own staff or collaborator account with only the permissions they need. See how to give a VA safe access to Shopify.
- Customers paying by bank transfer or e-wallet often need a payment follow-up. See how to accept bank transfer and GCash on Shopify.
FAQ
Are these Shopify customer support templates free?
Yes. The reply builder is free and needs no account or email address.
Do the templates promise refunds or delivery dates?
No. The drafts avoid promising refunds, replacements or dates. Where a date or amount is needed, you fill it in after checking the facts, and the checklist reminds you to confirm them with Shopify, the carrier and your store policy.
Can I use the SMS replies?
Yes, but only text customers who have agreed to receive messages, and follow the rules where you operate, including any opt-out wording. This is general information, not legal advice. Texts over 160 characters are usually split into several parts.
Does the tool store my customers' details?
No. It runs in your browser and builds the reply on your device. Nothing you type is uploaded. We only count that a tool was used, never what was typed.
Can I edit the reply before sending?
Yes. Copy the message, paste it into your helpdesk, email or chat tool, and adjust it. Anything left in [brackets] is a detail you still need to fill in.
Want a hand with your Shopify store?
We build and fix Shopify stores, imports and integrations. Tell us what you are working on and we'll reply within 24 hours.
This guide is general information, not legal or security advice. Shopify's admin screens, limits and plan rules change, so confirm details in the Shopify Help Center. MindLab Future AI is not affiliated with Shopify.