Short answer
A customer service auto reply confirms the email arrived, says when a person will answer, and gives the customer something useful now, such as a tracking link or the return policy. The best ones are under 80 words and set an honest response time.- Examples
- 18 auto replies for acknowledgements, after hours, holidays and requests.
- Must include
- Confirmation, a realistic reply time, and one useful link.
- Length
- Under 80 words. Customers skim auto replies.
- Placeholders
- Square brackets, such as [hours], to fill before saving.
- Avoid
- Promising a reply time your team can't keep.
An auto reply is often the first thing a customer hears from your brand after they write in. Most say only "we got it". A better one answers the simple questions while the customer waits.
What a good one says
Four parts, in this order:
- Confirmation: your message arrived.
- Timing: when a person will reply, in hours or business days.
- Self-help: one link that answers the most common question.
- Urgency: what to do if it can't wait, such as replying with "urgent" or using chat.
Acknowledgement examples
- Standard: "Thanks for getting in touch. We've received your message and will reply within [time]. In the meantime, you can track any order here: [tracking page]."
- With a reference: "Your request is logged as [ticket number]. Our team replies within [time], Monday to Friday. Reply to this email to add anything, and keep the number handy."
- Busy period: "We're receiving more messages than usual and are replying within [time] instead of our usual [time]. Thanks for your patience."
- Short and friendly: "Got it, thanks. A real person on our team will reply within [time]."
- Order questions first: "Thanks for your email. If it's about an order, include your order number and we can help faster. Tracking is here: [tracking page]."
- Chat offer: "We'll reply by email within [time]. If it's urgent, our chat on [website] is answered faster."
- Sales inquiry: "Thanks for your interest. Someone from our team will reply within one business day with the details you asked for."
- Feedback: "Thanks for taking the time to write. We read every message, and if a reply is needed we'll send one within [time]."
After hours and holidays
- Evenings and weekends: "Thanks for your message. Our team is offline until [day and time], and we'll reply then. Order tracking: [tracking page]. Returns: [returns page]."
- Public holiday: "We're closed for [holiday] on [date] and back on [date]. Messages are answered in the order they arrived."
- Peak season: "Holiday orders are on their way. Check our holiday shipping deadlines here: [link]. We're replying within [time] during the season."
- Short closure: "Our support team is away from [date] to [date]. Orders still ship as normal, and we'll answer every message when we're back."
- Different time zone: "Our team is based in [time zone] and works [hours]. Your message will be answered when we're next online, usually within [time]."
Request-specific examples
- Where is my order: "Thanks for asking about your order. You can see its live status here: [tracking page]. If it hasn't moved in 5 days, reply and we'll look into it."
- Return request: "We've received your return request. Start the return here to get a label right away: [returns link]. Refunds go out within [number] days of the return arriving."
- Refund question: "Refunds go back to your original payment method within [number] business days of approval. We'll confirm yours by email."
- Damaged item: "Sorry to hear something arrived damaged. Reply with a photo of the item and the box, and we'll sort out a replacement or refund."
- Wholesale: "Thanks for your wholesale inquiry. Our partnerships team replies within [number] business days. Our wholesale terms are here: [link]."
When to replace the auto reply
An auto reply buys time; it doesn't solve anything. Customers still wait hours for an answer that, for most emails, is a tracking status or a policy.
With Aide answering your support email, the Aide AI Agent replies with the actual answer, from the customer's Shopify order and your help content, right away by default. Questions it can't answer go to your team with the details collected. If your helpdesk still sends an automatic acknowledgement first, Aide's reply follows it.