Are these templates free to use?

Yes. Copy any of them into your helpdesk, your email or Aide, and fill in the bracketed parts for your store.

How do I use a template in Aide?

Save it as a macro, which your team sends from the / picker, or use it as the reply in a scenario that runs when its conditions match.

Will Aide send these replies on its own?

Only on topics you set to AI Agent. New topics start at Drafts, where Aide writes the reply and a teammate sends it.

What happens to the parts in brackets?

Fill them in before you save the template. Aide checks every reply before it goes out, and a reply with a placeholder left in is never sent.

Do these work with Gorgias, Zendesk or Front?

Yes, as text you paste into your macros. With Aide connected, it drafts inside the ticket with the Shopify order in view, and in Zendesk and Gorgias it learns from the macros your team sends.

Ecommerce customer service email templates

Replies for every order question.

25 reply templates for the questions a Shopify store answers every day, written to fill in the real order and tracking.Updated October 27, 2026 · By Ziyad Basheer · Free plan, no card required

Use these templates free Browse templates

7 templates

Where is my order

Order status replies, from packing to the last tracking scan.

Where is my orderThe general reply, and links to every tracking template.Email · Chat · Internal note Order being preparedThe order is confirmed but has no tracking yet.Email · Chat · Internal note Order in transitShipped recently and moving.Email · Chat Split shipmentThe order ships in more than one package.Email · Chat · Internal note Order delayedLate before shipping, or late in transit.Email · Chat · Internal note Tracking not updatingLabel created but no scans, or no tracking at all.Email · Chat · Internal note Order not foundNo order matches the customer yet.Email · Chat · Internal note

3 templates

Delivery problems

Packages that are missing, stuck or held up by the carrier.

Delivered not receivedTracking says delivered, the customer has nothing.Email · Chat · Internal note Lost in transitTracking has not moved for weeks.Email · Chat · Internal note Shipment exceptionThe carrier reported a problem.Chat · Internal note

3 templates

Problems with items

Items that arrive damaged or wrong, or sell out after the order.

Damaged itemThe order arrived broken or unusable.Email · Chat · Internal note Wrong item receivedA different product, size or colour arrived.Email · Chat · Internal note Item out of stock after orderAn ordered item sold out before it shipped.Email · Chat · Internal note

2 templates

Order changes

Address changes and cancellations, before and after the order ships.

Update shipping addressConfirm a new address, or explain it already shipped.Email · Chat · Internal note Cancel orderConfirm a cancellation, or explain it already shipped.Email · Chat · Internal note

3 templates

Refunds and returns

Refund confirmations, return requests and your return policy.

Refund confirmationThe refund is approved and issued.Email · Chat · Internal note Return requestThe customer wants to send an item back.Email · Chat · Internal note Return policyAnswer what your return policy is.Chat

6 templates

Before they buy

Pre-sales answers on shipping, stock, discounts and wholesale.

Estimated shipping timeAnswer how long shipping takes.Chat Free shipping eligibilityAnswer whether an order ships free.Chat International shipping availabilityAnswer whether you ship to a country.Chat Provide discount codeAnswer requests for a promo code.Chat Product availabilityAnswer whether an item is in stock.Chat Wholesale inquiryAnswer bulk and wholesale questions.Chat

1 template

Tone of voice

The rules every reply follows, whatever the customer asked.

Always-On InstructionsStanding tone and style rules for every reply.Instructions

Shopify variables

The order details a template can fill in

Give each one a fallback, such as {{ customer.first_name | default: "there" }}, because store data fills in only for verified customers.

{{ customer.first_name }}: Customer first name
{{ order.name }}: Order number, such as #1042
{{ order.fulfillment_status }}: Fulfillment status
{{ order.financial_status }}: Payment status
{{ order.total }}: Order total
{{ order.shipping_address }}: Shipping address
{{ order.tracking.number }}: Tracking number
{{ order.tracking.url }}: Tracking link
{{ order.tracking.carrier }}: Carrier
{{ order.tracking.status }}: Latest tracking status
{{ order.tracking.eta }}: Expected delivery

Frequently asked questions

: Yes. Copy any of them into your helpdesk, your email or Aide, and fill in the bracketed parts for your store.
: Save it as a macro, which your team sends from the / picker, or use it as the reply in a scenario that runs when its conditions match.
: Only on topics you set to AI Agent. New topics start at Drafts, where Aide writes the reply and a teammate sends it.
: Fill them in before you save the template. Aide checks every reply before it goes out, and a reply with a placeholder left in is never sent.
: Yes, as text you paste into your macros. With Aide connected, it drafts inside the ticket with the Shopify order in view, and in Zendesk and Gorgias it learns from the macros your team sends.

Macros for your helpdesk

Send these with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends each reply, as you choose.

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