THE SUPPORT WORKBENCH
E-commerce customer support reply templates
Start with the verified facts. Replace every placeholder, check the policy, and make the reply sound like your team.
Order tracking
The customer wants the latest verified order status.
Hi [customer_name], I've checked order [order_reference]. Its current status is [verified_status]. You can view the latest carrier updates here: [tracking_link]. [explain_next_step_based_on_verified_status] If that doesn't answer your question, reply here and we'll help. [agent_name]
Before sending: Verify the customer's identity before disclosing private order details. Use the latest carrier status; do not invent an arrival date.
Delivery delay
Tracking or the customer reports a delay.
Hi [customer_name], I'm sorry your order is taking longer than expected. The latest confirmed update is [verified_update] from [update_date]. We are taking this next step: [approved_next_step]. We'll update you by [confirmed_follow_up_time], even if we are still waiting for more information. Thank you for your patience, [agent_name]
Before sending: Confirm the follow-up owner and time. A support follow-up time is not a delivery guarantee.
Return request
The customer asks how to start a return.
Hi [customer_name], Thanks for getting in touch about returning [item]. Here is the return policy that applies to your order: [policy_link]. To help us review your request, please provide [minimum_information_needed] through [secure_channel]. The next step is [verified_return_process]. We will confirm eligibility, any applicable costs, and the return instructions before you proceed. [agent_name]
Before sending: Check the applicable policy and statutory rights. Do not promise eligibility, labels, fees, or refunds before verification.
Refund status
The customer asks about a refund already under review or processed.
Hi [customer_name], I've checked your refund request for [order_reference]. The confirmed status is [verified_refund_status]. [explain_verified_next_step_or_processor_timeline] If you need an update, reply here and we will check it for you. [agent_name]
Before sending: Distinguish requested, approved, and processed refunds. Never ask for full card details or promise a bank settlement date.
Product fit or compatibility
A shopper needs help deciding whether a product fits their requirements.
Hi [customer_name], For [requirement], the verified product information says [sourced_answer]. You can check the specification here: [product_source_link]. [known_limit_or_missing_detail] If you can tell us [non_sensitive_clarifying_question], we can help you narrow down the options. [agent_name]
Before sending: Use current product specifications. Escalate an unknown compatibility or safety question rather than guessing.
Human handoff
An answer is uncertain or the customer asks for a person.
Hi [customer_name], I'm passing your question to [team_or_agent] so they can check [specific_issue]. I've included the details you've already shared, so you won't need to repeat them. [confirmed_response_expectation] You can reply in this conversation if there is anything else we should know. [agent_name]
Before sending: Confirm that the handoff was created, has an owner, and retains the required context. Do not invent an SLA.
Outside support hours
A message arrives while the team is unavailable.
Hi [customer_name], Thanks for your message. Our support team is available [verified_hours_and_timezone]. We'll review your question when the team is back. You may find this helpful in the meantime: [relevant_help_article]. For [verified_urgent_issue_type], use [approved_urgent_channel]. [team_name]
Before sending: Check hours and timezone. Include an urgent channel only when it is actually staffed and approved.
Resolution check
The team needs to confirm whether the proposed solution worked.
Hi [customer_name], We suggested [previous_solution] for [issue]. Did that resolve the problem? If it is still happening, please tell us [minimum_non_sensitive_diagnostic_detail] and we will continue helping. Thanks, [agent_name]
Before sending: Use this only as a relevant service follow-up. Keep promotions separate and respect channel and contact preferences.