# 30 canned responses your team can send today.

Ready-to-edit replies for the tickets every online store gets, from "where is my order" to a charge the customer doesn't recognise. Copy them into your helpdesk as macros.

A canned response is a saved reply an agent inserts and edits instead of typing the same answer again. The best ones answer the question in the first line, include the order details, and end with the next step for the customer.

Source: https://aide.app/guides/canned-response-examples · Updated 2026-11-06 · By Ziyad Basheer

| | |
|---|---|
| Examples | 30 replies across orders, changes, returns and payments. |
| Also called | Macros, saved replies or reply templates. |
| Placeholders | Square brackets, such as [order number], to fill before sending. |
| Best length | Two to four sentences, with the answer first. |
| Full versions | Every example links to a template with Shopify order data. |

These replies cover the tickets nearly every online store answers each week. Square brackets mark what to fill in, and each name links to the full template with the order details filled in. Edit the tone to match your brand, then save each one as a macro in your helpdesk.

## How to write one

A canned response works when the customer can't tell it was saved.

1. Answer the question in the first sentence.
2. Use the real details: order number, item, date, amount.
3. Say what happens next and when.
4. Keep it to two to four sentences.
5. Leave one line for the agent to personalise.

## Order and shipping

1. [Where is my order](https://aide.app/templates/where-is-my-order): "Your order [order number] shipped on [date] with [carrier] and is due on [delivery date]. You can follow it here: [tracking link]."
2. [Order still being prepared](https://aide.app/templates/order-being-prepared): "Good news, your order [order number] is being packed now and should ship within [number] business days. We'll email the tracking link the moment it leaves."
3. [Tracking not updating](https://aide.app/templates/tracking-not-updating): "Carrier scans can pause for a day or two while a parcel moves between depots. Your order [order number] was last scanned in [location] on [date], and we're keeping an eye on it."
4. [Order delayed](https://aide.app/templates/order-delayed): "I'm sorry, your order is running late. [Carrier] now expects to deliver it on [date]. If it hasn't arrived by then, reply here and we'll sort it out."
5. [Delivered but not received](https://aide.app/templates/delivered-not-received): "The carrier marked order [order number] as delivered on [date]. Could you check with neighbours and around your door? If it's still missing tomorrow, tell us and we'll open a claim."
6. [Shipping time](https://aide.app/templates/estimated-shipping-time): "Orders ship within [number] business days, and standard delivery to [country] takes [number] to [number] days after that."
7. [International shipping](https://aide.app/templates/international-shipping-availability): "Yes, we ship to [country]. Delivery takes about [number] days, and any import duties are [paid at checkout / collected on delivery]."
8. [Split shipment](https://aide.app/templates/split-shipment): "Your order is coming in two parcels. The [item] shipped today ([tracking link]); the [item] follows on [date]."

## Changes and cancellations

9. [Change the shipping address](https://aide.app/templates/update-shipping-address): "I can update that while the order hasn't shipped. What's the full new address, including the apartment number and postcode?"
10. [Address changed](https://aide.app/templates/missing-apartment-number): "Done. Order [order number] will now ship to [new address]."
11. [Too late to change the address](https://aide.app/templates/wrong-address-after-shipping): "Your order shipped this morning, so we can't change the address now. You can redirect it with [carrier] here: [carrier link]."
12. [Cancel an order](https://aide.app/templates/cancel-order): "Your order [order number] is cancelled, and your refund of [amount] is on its way to your original payment method."
13. [Too late to cancel](https://aide.app/templates/cancel-after-shipping): "Your order has already shipped, so it can't be cancelled. Once it arrives, you can return it within [number] days for a refund."
14. [Duplicate order](https://aide.app/templates/duplicate-order): "It looks like the order went through twice. I've cancelled [order number] and refunded [amount]; [order number] will ship as normal."
15. [Change size or colour](https://aide.app/templates/change-size-or-color): "Happy to swap that. Which size or colour would you like instead? If it's in stock, we'll update the order before it ships."
16. [Add an item](https://aide.app/templates/add-item-to-order): "Orders can't be edited once placed, but I can cancel this one so you can reorder with everything together, or you can place a second order for the extra item."

## Returns, refunds and damaged items

17. [Return policy](https://aide.app/templates/return-policy): "You can return unworn items within [number] days of delivery for a full refund. Start your return here: [returns link]."
18. [Start a return](https://aide.app/templates/return-request): "I've started a return for the [item] on order [order number]. You'll get a prepaid label by email within the hour."
19. [Outside the return window](https://aide.app/templates/return-outside-the-window): "This order is outside our [number]-day return window, so I can't offer a refund. I can offer store credit for [amount] instead, if that helps."
20. [Refund issued](https://aide.app/templates/refund-confirmation): "Your refund of [amount] was issued today. Most banks show it within 5 to 10 business days."
21. [Refund not received](https://aide.app/templates/refund-not-received-yet): "The refund of [amount] left us on [date]. If it isn't showing after 10 business days, your bank can trace it with this reference: [reference]."
22. [Damaged item](https://aide.app/templates/damaged-item): "I'm sorry it arrived damaged. Could you send a photo of the item and the box? As soon as we see it, we'll send a replacement or a refund, whichever you prefer."
23. [Wrong item received](https://aide.app/templates/wrong-item-received): "That's our mistake, sorry. We'll send the right [item] today, and here's a prepaid label for the one you received."
24. [Store credit](https://aide.app/templates/store-credit-instead-of-refund): "Instead of a refund, we can add [amount] in store credit to your account right away, valid for [number] months."

## Payment, discounts and accounts

25. [Discount code not working](https://aide.app/templates/discount-code-not-working): "That code expired on [date]. Here's a fresh one for the same discount, valid for 7 days: [code]."
26. [Forgot to apply a discount](https://aide.app/templates/forgot-to-apply-discount-code): "No problem. I've refunded [amount], the difference the code would have saved you."
27. [Charged twice](https://aide.app/templates/charged-twice): "You were authorised twice, but only one charge was taken. The second will drop off your statement within [number] business days."
28. [Unrecognised charge](https://aide.app/templates/unrecognized-charge): "That charge is order [order number], placed on [date] for [items]. If you don't recognise it, reply and we'll help you check."
29. [Password reset](https://aide.app/templates/password-reset-help): "I've sent a reset link to [email]. It works for 24 hours; check your spam folder if it isn't in your inbox."
30. [Out of stock](https://aide.app/templates/back-in-stock-date): "The [item] is sold out right now. We expect more around [date], and we can email you the moment it's back."

## Keeping them useful

A library of saved replies drifts out of date the moment a policy changes, and agents still have to find the right one mid-conversation.

- Review them every quarter, and retire what nobody sends.
- Fill details from the order, not by hand. In Aide, [macros](https://aide.app/helpdesk/macros) fill the order number, items and tracking link from Shopify for verified customers.
- Let drafts come to the agent. Copilot learns which macros your team sends for which requests and drafts from them, noting which macro each draft was based on.

## Frequently asked questions

### What is a canned response?

A canned response is a pre-written reply to a common question that a support agent inserts into a conversation and edits before sending. Helpdesks also call them macros, saved replies or templates.

### How do I write a good canned response?

Lead with the answer, use the customer's real order details, stay under four sentences, and end with one clear next step. Write it the way your best agent would say it, not like a policy page.

### How many canned responses does a support team need?

Most online stores cover the bulk of their queue with 20 to 40, one for each common request such as order status, address changes, cancellations, returns and refunds. Retire any reply nobody has used in three months.

### Do canned responses sound robotic?

They do when they are sent unedited. Leave placeholders for the order details and one line the agent personalises, and customers read them as normal replies.

### Can AI write canned responses for me?

Yes. In Aide, Copilot drafts replies from the macros your team actually sends and fills in the details from the customer's Shopify order, so an agent reviews a finished draft instead of searching a macro list.

## Related
- [Customer service email templates](https://aide.app/templates)
- [Macros with Shopify order data](https://aide.app/helpdesk/macros)
- [What is a canned response?](https://aide.app/glossary/what-is-a-canned-response)

Start free: https://my.aide.app/register