Email and ticket response templates for e-commerce
The instructions below are for desktops and laptops only.
Efficient and consistent communication is vital in e-commerce. Using standardized email and ticket response templates can streamline responses, enhance customer satisfaction, and reduce errors.
In this guide, we’ll show you how to create these templates and provide some examples to get you started.
The easiest way to use response templates is via shortcuts. With shortcuts covering various aspects of customer interactions, you can quickly insert the right template in your responses.
For example, if you have a shortcut with a response template like this:
You can use this template by typing “/” followed by the shortcut name like this:
Select the shortcut, edit the template where necessary, and send your message.
With shortcuts containing all the response templates you need, you (and your team) can respond to customer inquiries quickly and efficiently.
For more information on shortcuts and templates, check out these guides:
Creating and managing shortcuts
Shortcut templates for easy conversations
Now, let’s look at some example templates you can use.
This template can be used to provide customers with clear information about when they can expect their orders to arrive.
Hi <Customer Name>,
Your order is on its way!
Your estimated shipping date is <date>.
You should receive your order by <date>.
If you have any questions or need further assistance, simply reply to this email or contact us by live chat [add your direct chat link].
Best regards,
<Your name>
Company, Position
This template can be used to inform customers of a delay and the new estimated arrival date.
Hi <Customer name>,
This is a quick email to let you know your shipping date has been delayed because <reason for delay>.
Your new estimated shipping date is <date>.
You should receive your order by <date>.
If you have any questions or need further assistance, simply reply to this email or contact us by live chat [add your direct chat link].
Best regards,
<Your name>
Company, Position
This template can be used to inform customers of an out-of-stock product and the estimated restocking date.
Hi <Customer name>,
We wanted to inform you that the <product> you ordered is temporarily out of stock.
Our estimated restocking date is <date>.
We will ship your order as soon as it is available. In the meantime, we will keep you updated with any new information we receive about your order.
If you have any questions or need further assistance, simply reply to this email or contact us by live chat [add your direct chat link].
Best regards,
<Your name>
Company, Position
This template can be used to offer customers a discount code.
Hi <Customer name>,
We wanted to thank you for your recent order of <item ordered>.
To show our appreciation, we would like to offer you a discount on your next order from our store.
Please use the code below in the checkout to activate your discount.
If you have questions or need further assistance, simply reply to this email or contact us by live chat [add your direct chat link].
Best regards,
<Your name>
Company, Position
This template can be used to offer customers an opportunity to provide feedback on a recent purchase.
SUBJECT: How are you enjoying your <product name>?
Hi <Customer name>,
Thank you for your recent purchase of <product name>. We trust everything arrived safely and on time. If you have any questions or concerns, just reply to this email or start a live chat [add your direct chat link].
Now, we would love to hear from you! We’re always looking for opportunities to make our products the best they can be to fulfill your needs and expectations.
Please take a moment to fill out the short survey below and let us know how your new <product name> is working out for you.
[LINK: Start survey]
Best regards,
<Your name>
Company, Position
This template can be used to thank customers for their feedback with a discount code.
Hi <Customer name>,
Thank you for completing our survey about your recent purchase. We appreciate your responses and will use them as we work to make our products and services the best they can be.
To show our appreciation, we would like to offer you a [x%] discount on your next order from our store.
Please use the code below in the checkout to activate your discount.
<your discount code>
If you have any questions or need further assistance, simply reply to this email or contact us by live chat [add your direct chat link].
Best regards,
<Your name>
Company, Position
This template can be used to offer customers a discount code for a sale.
SUBJECT: Our [end of summer/back to school/Black Friday] sale starts now
Hi <Customer name>,
It’s time for end-of-summer celebrations and our annual back-to-school sale.
Be ready for the new semester with <product name> at x% off.
Take advantage of these once-per-year discounts on all <product name> for x days only!
Use the code <your discount code> in the checkout to activate your discount.
Have any questions or need assistance? Simply reply to this email or contact us by live chat [add your direct chat link].
Best regards,
<Your name>
Company, Position
For more templates, check out these guides:
Email and ticket response templates to improve customer service
Shortcut templates for easy conversations
Learn about creating tickets here: Creating and responding to tickets
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