CUSTOMER REPLY GUIDE

Replace bracketed text with verified details before sending.

PRODUCT QUESTION
Hi [name], thanks for asking about [product]. [Answer the specific question]. You can find the details here: [product link]. Let us know if you need help choosing.

ORDER RECEIVED
Hi [name], we have received order [reference]. We will share an update when it is ready for dispatch. Thank you for shopping with [store].

ORDER DISPATCHED
Hi [name], order [reference] has been handed over to [delivery service]. Your tracking reference is [reference]. You can track it here: [link].

DELIVERY DELAY
Hi [name], we are sorry your order is taking longer than expected. We are checking with [team / delivery service] and will update you by [time you can commit to]. Thank you for your patience.

PROBLEM WITH AN ORDER
Hi [name], we are sorry to hear about the issue. Please share your order reference and a description of what happened through [support channel]. We will review it and explain the next steps under our store policy.

BEFORE SENDING
[ ] Confirm the facts.
[ ] Remove unused placeholders.
[ ] Avoid promising dates or outcomes you cannot confirm.
[ ] Do not request passwords or payment credentials.

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Lilabali | Forms & Documents
General business resource. Adapt and review before use.