Email and ticket response templates for e-commerce

The instructions below are for desktops and laptops only.

Efficient, consistent messages help e-commerce teams answer customers faster and reduce mistakes. Use shortcuts (pre-written replies) and ticket templates to standardize emails and ticket replies across your team — so customers get clear, helpful information every time.

Shortcuts let agents insert full response templates into chats, emails, and tickets with a few keystrokes. Create a library of templates for common e-commerce scenarios (shipping, delays, refunds, discounts, surveys) and keep them up to date. Use placeholders (for customer name, order ID, dates, product names) so messages remain personal and accurate.

To learn how to create and manage shortcuts, see this guide:

Creating and managing shortcuts

1. Decide the common scenarios you need (shipping updates, delays, out-of-stock, order confirmation, refund status, feedback requests, promotional offers).
   
   

2. Write one clear template for each scenario. Keep language concise, friendly, and actionable.
   
   

3. Add placeholders for personalization (e.g., <Customer Name>, <Order ID>, <Estimated Date>, <Product>). Train agents to verify placeholders before sending.
   
   

4. Save each template as a shortcut so agents can easily insert it by typing “/shortcut-name”.

For ready-made examples and a quick list of sample templates, see:

Shortcut templates for easy conversations

Use these templates as a starting point. Replace placeholders and customize tone to match your brand.

Hi <Customer Name>,

Your order is on the way. The estimated delivery date is <Delivery Date>. If you’d like the tracking link or have any questions, reply to this email or start a live chat.

Best regards,

— <Company, Position>

Hi <Customer name>,

We’re sorry — your shipment has been delayed because <reason for delay>. Your new estimated delivery date is <date>. We’ll keep you updated and can provide tracking once it ships. Reply to this message or start a live chat if you need immediate help.

Best regards,

— <Company, Position>

Hi <Customer name>,

We wanted to let you know that the <product> you ordered is temporarily out of stock. Our current restock estimate is <date>. We’ll ship your order as soon as it arrives and keep you updated. If you prefer a different item or a refund, reply to this message or start a live chat.

Thanks,

— <Company, Position>

Hi <Customer name>,

Thanks for your recent purchase of <item ordered>. As a token of appreciation, please use the code below for <X%> off your next order.

If you have any questions, reply to this email or start a live chat.

Warm regards,

— <Company, Position>

SUBJECT: How are you enjoying your <product name>?

Hi <Customer name>,

Thank you for your recent purchase. We hope everything arrived safely. Could you spare a minute to tell us how <product name> is working out? Your feedback helps us improve. [Link to short survey]

Thanks for your time,

— <Company, Position>

Hi <Customer name>,

Thanks for completing our survey — we appreciate your time and feedback. Use the code below for <X%> off your next purchase as a small thank-you.

If you need assistance, reply to this message or start a live chat.

Best regards,

— <Company, Position>

This template can be used to offer customers a discount code for a sale.

SUBJECT: Our sale starts now — up to <X%> off!

Hi <Customer name>,

Our sale is live. Enjoy discounts on <Categories/Products> for a limited time. Use code at checkout. Need help choosing a gift or checking stock? Reply to this email or start a live chat.

Cheers,

— <Company, Position>

1. Save commonly used ticket replies as shortcuts or copy them into your ticket workflow.
   
   

2. When creating a ticket, choose the appropriate template and confirm placeholder values (order ID, customer name, dates).
   
   

3. Tag or assign the ticket to the correct team (fulfillment, refunds, customer success) so the right people follow up.
   
   

Learn more about creating and responding to tickets:

Creating and responding to tickets

• Personalize where it matters
  A template saves time, but a one-line personal touch (e.g., “I see your order shipped from our Singapore warehouse”) improves customer experience.
  
  

• Be transparent and specific
  Give concrete dates, reasons for delays, and next steps. Vague promises increase follow-ups.
  
  

• Include direct action links
  Add tracking links, survey links, or direct chat links where appropriate. Use relative copy like “Reply to this email or start a live chat” and include the chat link if you can.
  
  

• Test templates before broad rollout
  Run a short pilot with a small group of agents to check tone, correct placeholders, and workflow.
  
  

• Localize language and formatting
  For international customers, use local date formats, currencies, and translated templates.

Email and ticket response templates to improve customer service

Shortcut templates for easy conversations

Creating and responding to tickets

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