Why not just say shipping is calculated at checkout?

Because the shopper asked before checkout, often to decide whether to buy. A real figure for their region answers the question; “see checkout” sends them to find it alone.

Should the reply mention the free shipping threshold?

When the basket is close to it, yes. Telling a shopper they are $12 away from free shipping answers the question and gives them a reason to add one more thing.

Can my team see what is in the shopper's cart?

Yes. In Aide Chat your team sees the live cart as it changes, and Aide knows which product or collection page the shopper is on.

Shipping cost reply template

Quote the shipping rate before checkout does.

Give the rate for the shopper's region and basket, mention the free shipping line, and say where the exact figure appears.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

When a shopper asks how much shipping is, give the rate for their region and order size, then the free shipping threshold if they are close to it. The exact cost always appears at checkout before payment, so say that too.

The templates

Fills in from Shopify, with a fallbackYours to fill in

ChatRates by region

Shipping within your country is flat rate, or free over amount. To region, it is rate. Your exact cost shows at checkout before you pay.

EmailRate table

Subject: Our shipping rates

Hi customer.first_name, Here is what shipping costs: Your country: rate, free over amount Region 2: rate Region 3: rate Express: rate, delivery time The full total, including any duties, appears on the last checkout step.

StepsProcedure steps

Quote the shipping rate for the region and order size the shopper gives, from our shipping rates page. If their basket is close to the free shipping threshold, say how much more qualifies. Never estimate duties; say whether they are included or paid on delivery.

When to use

A shopper asks what shipping costs for their region or delivery speed. Not when they ask whether their order qualifies for free shipping.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They ask about costYour shipping cost topic matches a question like “How much is shipping to the UK?”

Free shipping kept apartQuestions about qualifying for free shipping get the free shipping eligibility template instead.

Example conversation

Customer

How much is shipping to the UK for two mugs?

Aide

Shipping to the UK is $18 for orders under 2 kg, which covers two mugs. Within Canada it is $9, or free over $75. Your exact cost shows at checkout before you pay.

✓Rate quoted for the region the shopper named

Frequently asked questions

: Because the shopper asked before checkout, often to decide whether to buy. A real figure for their region answers the question; “see checkout” sends them to find it alone.
: When the basket is close to it, yes. Telling a shopper they are $12 away from free shipping answers the question and gives them a reason to add one more thing.
: Yes. In Aide Chat your team sees the live cart as it changes, and Aide knows which product or collection page the shopper is on.

Free shipping eligibilityAnswer whether an order ships free.Chat International shipping availabilityAnswer whether you ship to a country.Chat Estimated shipping timeAnswer how long shipping takes.Chat Ship to a PO boxWhether you deliver to PO boxes, and which methods do.Chat · Internal note

Send this with the order filled in

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

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