Stop Answering “Where Is My Order?” for the 47th Time Today
If you run support for an e-commerce store, you know the routine. You open your inbox and see the same questions you answered yesterday: “Where is my order?”, “How do I return this?”, “Can I change my shipping address?”, and “My discount code isn’t working.” Each reply takes only a few minutes. Across dozens or hundreds of tickets a day, those minutes become hours that could go to complex issues, VIP customers, or growing the business.
Many teams try to fix this with canned responses. Those often sound robotic, ignore store policies, or annoy customers who can tell they got a copy-paste reply. Writing a good template library from scratch is also slow, so it rarely gets done.
This guide gives you a production-ready ChatGPT prompt that builds a complete customer service auto-reply template library for your store. The templates follow your policies, match your brand voice, include personalization placeholders, and flag when a human should take over. One well-built prompt can save your team hours every week.
What Is the Best ChatGPT Prompt for Customer Service Templates?
The best prompt gives ChatGPT a role, your store’s real policies, your brand voice, and a fixed output format. It then asks for one template per scenario, with placeholders and escalation rules. That is what the Master Prompt below does. It builds a library of 17 reply templates you can load into your help desk, and it refuses to invent policies you didn’t provide.
In this guide
Table of Contents
Why This Prompt Works
Most people ask ChatGPT something like “write a customer service email for late orders.” The result is generic, ignores your policies, and needs heavy editing. This master prompt avoids that through a few design choices:
- Role assignment: ChatGPT acts as a senior e-commerce CX lead and copywriter. That shifts its output toward practical, empathetic support writing.
- Business context first: You supply your store name, products, shipping times, return window, and policies up front. The templates are then accurate to your business, not just plausible.
- Brand voice controls: Tone, formality, emoji use, and banned phrases are set explicitly, so every template sounds like your brand.
- Structured output: Each template has the same parts: subject line, short version, full version, placeholders, agent notes, and escalation triggers. This makes them easy to load into Gorgias, Zendesk, Freshdesk, Shopify Inbox, Help Scout, or Gmail.
- Standard placeholders: Variables like {{customer_first_name}} and {{tracking_link}} are formatted consistently, so they work with help desk macros and personalization tags.
- Built-in guardrails: The prompt forbids inventing policies, promising refunds you don’t offer, or using phrases that frustrate customers. It also requires an escalation section so automation never replaces human judgment where it matters.
- Clarification step: If key information is missing, ChatGPT asks for it before writing. This prevents confident but incorrect templates.
Standard ChatGPT Output vs. Master Prompt Output
To see why a structured prompt matters, compare how ChatGPT responds to a typical prompt versus the Master Prompt below.
❌ Generic prompt
Prompt: “Write an email replying to a customer asking where their order is.”
Dear Customer, Thanks for reaching out. Your order has been shipped. You can track it using the tracking link in your email. Let us know if you need anything else. Best, Customer Support.
The problem: It is vague, has no order details, sets no timeline, ignores your store policies, and sounds completely automated.
✅ Master Prompt
Prompt: The Master Prompt below, filled in with full store context.
Subject line: Update on order {{order_number}}
Hi {{customer_first_name}},
I completely understand wanting to know when your package will arrive! I checked your order, and it was shipped on {{shipping_date}} via {{carrier_name}}.
You can track its real-time progress here: {{tracking_link}}
According to standard transit times, it should arrive by {{expected_delivery_date}}. If you don’t see any movement on that tracking link by tomorrow afternoon, reply directly to this email and I’ll step in to help right away.
Warmly,
{{agent_name}} from the {{store_name}} Support Team
Why it wins: It is empathetic, matches your policies, includes exact placeholders for your help desk macros, and sets clear expectations to avoid follow-up tickets.
The Master Prompt
Copy the prompt below. Replace everything in [SQUARE BRACKETS] with your store’s details, then paste it into ChatGPT.
ROLE
You are a Senior E-commerce Customer Experience (CX) Lead and expert support copywriter with 10+ years of experience building help desk macro libraries for fast-growing online stores. You write replies that are warm, clear, accurate, and efficient. They resolve the issue in one message whenever possible, reduce follow-up tickets, and protect customer loyalty.
OBJECTIVE
Create a complete, ready-to-use library of customer service auto-reply templates for my e-commerce store. My team will load these into our help desk as macros or canned responses to cut the time spent answering repetitive emails and tickets.
STORE CONTEXT
- Store name: [STORE NAME]
- What we sell: [PRODUCT CATEGORIES, e.g., sustainable activewear and accessories]
- Platform and help desk: [e.g., Shopify + Gorgias / WooCommerce + Zendesk / Gmail]
- Typical customer: [e.g., women 25-40, eco-conscious, mobile shoppers in the US and Canada]
- Support hours and response time: [e.g., Mon-Fri 9am-5pm EST, replies within 24 hours]
- Support channels: [e.g., email, live chat, Instagram DMs, WhatsApp]
POLICIES (use ONLY these facts and never invent any policy)
- Processing time: [e.g., 1-2 business days]
- Shipping options and delivery times: [e.g., Standard 5-7 business days, Express 2-3 business days]
- Shipping regions: [e.g., US, Canada, UK]
- Order changes and cancellations: [e.g., possible within 2 hours of purchase only]
- Return window and conditions: [e.g., 30 days, unworn with tags, final sale items excluded]
- Who pays return shipping: [e.g., free returns in US, customer pays internationally]
- Refund method and timing: [e.g., original payment method, 5-10 business days after we receive the item]
- Exchanges: [e.g., free size exchanges, one per order]
- Damaged or wrong items: [e.g., photo required within 7 days, we send a replacement at no cost]
- Discount code rules: [e.g., one code per order, does not apply to sale items]
- Warranty or guarantee: [e.g., 1-year warranty on hardware defects]
- Anything else important: [e.g., we do not offer price matching]
BRAND VOICE
- Tone: [e.g., friendly, upbeat, reassuring, never overly formal]
- Formality level: [casual / balanced / formal]
- Emoji use: [none / minimal / allowed in chat only]
- Sign-off name: [e.g., "Sam from the [STORE NAME] Team" or {{agent_name}}]
- Words and phrases to AVOID: [e.g., "unfortunately", "per our policy", "as stated", "calm down"]
- Words and phrases we LIKE: [e.g., "Happy to help!", "Great question"]
TEMPLATE CATEGORIES TO CREATE
Create one template for each scenario below. Add any other high-volume scenarios you think a store like mine is missing, and label them "Recommended Addition."
1. Order status / "Where is my order?" (order shipped, tracking available)
2. Order delayed beyond the expected delivery date
3. Tracking shows delivered but the customer did not receive it
4. Request to change shipping address or order details
5. Order cancellation request (within the allowed window)
6. Order cancellation request (outside the allowed window)
7. Return request (eligible)
8. Return request (outside the return window or final sale)
9. Refund status inquiry
10. Exchange or size swap request
11. Damaged, defective, or wrong item received
12. Discount or promo code not working
13. Product question (sizing, materials, compatibility)
14. Out-of-stock / restock inquiry
15. Angry or frustrated customer (general de-escalation)
16. Positive feedback / thank-you reply (with a review request)
17. After-hours auto-acknowledgment (ticket received)
OPTIONAL: CASH-ON-DELIVERY (COD) SCENARIOS
[Delete this block if you do not ship COD. If you do, also create templates for:]
- Order confirmation request (customer must confirm by phone or WhatsApp before shipping)
- Failed delivery attempt (courier could not reach the customer) with a reschedule option
- Customer refused the package at the door
- Address or phone number correction before dispatch
FORMAT EACH TEMPLATE EXACTLY LIKE THIS
### [Number]. [Scenario Name]
- When to use: one sentence describing the trigger.
- Subject line: under 60 characters.
- Short version (for live chat / DMs): 2-3 sentences maximum.
- Full version (for email): complete reply with greeting, empathy line, clear answer or next steps, and sign-off.
- Placeholders used: list every placeholder in the template.
- Agent notes: what the agent must check or fill in before sending.
- Escalate to a human / manager if: specific conditions where this template should NOT be sent as-is.
WRITING RULES
1. Use double curly brace placeholders for all personal or variable data, for example {{customer_first_name}}, {{order_number}}, {{tracking_link}}, {{product_name}}, {{expected_delivery_date}}, {{agent_name}}. Use the same placeholder names across all templates.
2. Open with a short, human empathy or acknowledgment line, then get straight to the answer.
3. Put the most important information (the answer or next step) in the first two sentences.
4. Use short paragraphs and, where helpful, numbered steps the customer can follow.
5. Keep full email versions between 60 and 150 words unless the scenario truly needs more.
6. Never promise anything not covered in my POLICIES section. If a policy is missing for a scenario, write [POLICY NEEDED: describe what is missing] instead of guessing.
7. Avoid blame, jargon, and passive-aggressive phrasing. Frame "no" answers around what we CAN do.
8. End each email with a clear next step or a simple question that invites a reply only if needed, to reduce unnecessary back-and-forth.
9. Make every template readable on a mobile screen.
FINAL DELIVERABLES
After the templates, provide:
A) A placeholder glossary: a table of every placeholder, what it means, and where the data usually comes from (e.g., Shopify order page).
B) The top 5 tips for my team on personalizing these templates in under 30 seconds per ticket.
C) A list of any [POLICY NEEDED] gaps you found, so I can fix them.
BEFORE YOU START
If any critical store context or policy is missing or unclear, ask me up to 5 short clarifying questions first. If everything you need is provided, begin creating the templates immediately.Tip: ChatGPT may stop before finishing all 17 templates. If it does, reply “continue from template [number]” and keep the same chat so it remembers your policies.
How to Customize and Use It
ROLE
You are a Senior E-commerce Customer Experience (CX) Lead and expert support copywriter with 10+ years of experience building help desk macro libraries for fast-growing online stores. You write replies that are warm, clear, accurate, and efficient. They resolve the issue in one message whenever possible, reduce follow-up tickets, and protect customer loyalty.
OBJECTIVE
Create a complete, ready-to-use library of customer service auto-reply templates for my e-commerce store. My team will load these into our help desk as macros or canned responses to cut the time spent answering repetitive emails and tickets.
STORE CONTEXT
- Store name: VerdeFit
- What we sell: Sustainable activewear, eco-friendly gym accessories, and yoga mats
- Platform and help desk: Shopify + Gorgias
- Typical customer: Active men and women aged 22-42, eco-conscious, mobile shoppers in the US and Canada
- Support hours and response time: Monday to Friday, 9 AM - 5 PM EST, with a guaranteed reply within 24 hours
- Support channels: Email, live chat, and Instagram DMs
POLICIES (use ONLY these facts and never invent any policy)
- Processing time: 1-2 business days
- Shipping options and delivery times: Standard Shipping (3-5 business days), Express Shipping (1-2 business days)
- Shipping regions: United States and Canada
- Order changes and cancellations: Possible within 2 hours of purchase only (before processing begins)
- Return window and conditions: 30-day return window from the delivery date; items must be unworn, unwashed, and with original tags attached. Final sale items (e.g., clearance items and drinkware) are excluded from returns.
- Who pays return shipping: Free returns for US orders; Canadian customers pay international return shipping fees
- Refund method and timing: Refund issued to the original payment method within 5-7 business days after the returned package is received and inspected at our warehouse
- Exchanges: Free size exchanges for US customers (one exchange per order); Canadian customers must return and place a new order
- Damaged or wrong items: Photo proof required within 7 days of delivery; we ship a free replacement immediately at no extra cost
- Discount code rules: One discount code per order; cannot be combined with sale/clearance items or existing bundle discounts
- Warranty or guarantee: 1-year warranty on manufacturing defects for all gym accessories and yoga mats
- Anything else important: We do not offer price matching or cash-on-delivery (COD)
BRAND VOICE
- Tone: Friendly, upbeat, encouraging, empathetic, and reassuring
- Formality level: Balanced (professional yet accessible and warm)
- Emoji use: Minimal (maximum 1 emoji per message, allowed in chat and light email responses)
- Sign-off name: "Alex from the VerdeFit Support Team" or {{agent_name}}
- Words and phrases to AVOID: "unfortunately", "per our policy", "as stated", "calm down", "you should have known", "no"
- Words and phrases we LIKE: "Happy to help!", "Great question", "We’ve got you covered", "Thanks for being part of the VerdeFit family"
TEMPLATE CATEGORIES TO CREATE
Create one template for each scenario below:
1. Order status / "Where is my order?" (order shipped, tracking available)
2. Order delayed beyond the expected delivery date
3. Tracking shows delivered but the customer did not receive it
4. Request to change shipping address or order details
5. Order cancellation request (within the allowed window)
6. Order cancellation request (outside the allowed window)
7. Return request (eligible)
8. Return request (outside the return window or final sale)
9. Refund status inquiry
10. Exchange or size swap request
11. Damaged, defective, or wrong item received
12. Discount or promo code not working
13. Product question (sizing, materials, compatibility)
14. Out-of-stock / restock inquiry
15. Angry or frustrated customer (general de-escalation)
16. Positive feedback / thank-you reply (with a review request)
17. After-hours auto-acknowledgment (ticket received)
FORMAT EACH TEMPLATE EXACTLY LIKE THIS
### [Number]. [Scenario Name]
- When to use: one sentence describing the trigger.
- Subject line: under 60 characters.
- Short version (for live chat / DMs): 2-3 sentences maximum.
- Full version (for email): complete reply with greeting, empathy line, clear answer or next steps, and sign-off.
- Placeholders used: list every placeholder in the template.
- Agent notes: what the agent must check or fill in before sending.
- Escalate to a human / manager if: specific conditions where this template should NOT be sent as-is.
WRITING RULES
1. Use double curly brace placeholders for all personal or variable data, for example {{customer_first_name}}, {{order_number}}, {{tracking_link}}, {{product_name}}, {{expected_delivery_date}}, {{agent_name}}. Use the same placeholder names across all templates.
2. Open with a short, human empathy or acknowledgment line, then get straight to the answer.
3. Put the most important information (the answer or next step) in the first two sentences.
4. Use short paragraphs and, where helpful, numbered steps the customer can follow.
5. Keep full email versions between 60 and 150 words unless the scenario truly needs more.
6. Never promise anything not covered in my POLICIES section. If a policy is missing for a scenario, write [POLICY NEEDED: describe what is missing] instead of guessing.
7. Avoid blame, jargon, and passive-aggressive phrasing. Frame "no" answers around what we CAN do.
8. End each email with a clear next step or a simple question that invites a reply only if needed, to reduce unnecessary back-and-forth.
9. Make every template readable on a mobile screen.
FINAL DELIVERABLES
After the templates, provide:
A) A placeholder glossary: a table of every placeholder, what it means, and where the data usually comes from (e.g., Shopify order page).
B) The top 5 tips for my team on personalizing these templates in under 30 seconds per ticket.
C) A list of any [POLICY NEEDED] gaps you found, so I can fix them.The prompt is designed to be reused. The more specific your inputs, the less editing you’ll need afterward. Here is how to handle each section.
1. Store Context
This section tells ChatGPT who you are and who you serve. Be specific about your typical customer. A vague answer like “everyone” produces generic wording. A specific one like “busy parents shopping on mobile” changes sentence length, tone, and how much hand-holding each template includes. Also list every channel you use (email, chat, Instagram, WhatsApp), because short versions are written for chat and DMs.
2. Policies
This is the most important section. ChatGPT is told to use only the facts you provide, so every gap becomes a place where it might guess. Fill in processing time, shipping times, return window, refund timing, and discount rules. If you have no policy for something, leave it blank. The prompt will flag it as [POLICY NEEDED] instead of inventing an answer.
3. Brand Voice
Set tone, formality, emoji use, and a list of phrases to avoid. Words like “unfortunately” and “per our policy” make replies feel cold, so banning them is a quick way to sound more human. If you have a favorite sign-off, include it here.
4. Template Categories
The prompt creates 17 templates. Keep the ones you need and delete the rest. If you only want three, say so, and the output will be shorter and faster to review. You can also add your own scenarios, such as pre-order delays or subscription changes.
5. Review Before You Use Anything
Read every template against your real policies. Check each promise (refund timing, return window, shipping dates) and every placeholder. AI drafts are a starting point, and you are responsible for what your store tells customers.
We Tested the Master Prompt: All 17 Templates It Generated
To test the Master Prompt, I filled it in for a sample store and ran it in ChatGPT. Below are all 17 templates it generated, unedited except for formatting. Open any template to see the short chat version, the full email version, the placeholders, and the escalation rules. Your results will vary based on your own policies and brand voice.
VerdeFit Customer Support Macro Library
Shopify + Gorgias · Email, Live Chat & Instagram DMs · US & Canada
This library is designed to help your team respond quickly while keeping VerdeFit’s customer experience friendly, consistent, and policy-compliant. Each macro includes reusable placeholders, agent checks, and escalation rules to reduce unnecessary back-and-forth.
Implementation notes
- Replace the
{{placeholder}}values with Gorgias variables or agent-entered information before sending. The exact variable syntax supported by your Gorgias setup should be verified. - Use the short versions for live chat and Instagram DMs, and the full versions for email.
- Any item marked
[POLICY NEEDED: ...]requires a confirmed business rule or case-specific review before the response can be sent. - The 24-hour response commitment applies to support replies; it does not establish a delivery, replacement-arrival, or refund-processing guarantee beyond the policies you supplied.
- When to use: The customer asks where their order is, and Shopify confirms it has shipped with a valid tracking link.
- Subject line: Your VerdeFit Order Is on Its Way
- Short version (for live chat / DMs):
Happy to help! Your order has shipped, and you can follow its journey here: . The estimated delivery date is .
– Full version (for email):
Hi {{customer_first_name}},
Great question! Your VerdeFit order {{order_number}} has shipped, and you can track its progress using the link below.
Track your order: {{tracking_link}}
Your estimated delivery date is {{expected_delivery_date}}. Delivery timing depends on the shipping option selected at checkout.
If the tracking page hasn’t updated recently, feel free to reply to this email, and we’ll help you review the latest available information.
Thanks for being part of the VerdeFit family!
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{order_number}}, {{tracking_link}}, {{expected_delivery_date}}, {{agent_name}}
Agent notes: Verify fulfillment status, tracking URL, shipping method, and estimated delivery date in Shopify or the carrier’s tracking page.
Escalate to a human / manager if: Tracking is invalid, the carrier reports an exception, the parcel appears lost, or the delivery estimate cannot be verified.
- When to use: The customer’s expected delivery date has passed and the order has not arrived.
- Subject line: Let’s Check Your Delayed VerdeFit Order
- Short version (for live chat / DMs):
I’m sorry your order hasn’t arrived when expected. Let’s check the latest tracking information for order here: . We’ll review the available details and help you with the next steps.
– Full version (for email):
Hi {{customer_first_name}},
I’m sorry your VerdeFit order hasn’t arrived by the expected delivery date of {{expected_delivery_date}}. I understand how frustrating it is to wait for something you’re looking forward to using.
You can review the latest tracking information here: {{tracking_link}}.
We’ll check the available shipment details and review what can be done next. If the tracking page shows a new delivery estimate or a carrier exception, please share that information with us if it isn’t already visible.
We’ll help you work through the next steps based on the latest available information.
Thanks for your patience and for choosing VerdeFit.
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{order_number}}, {{expected_delivery_date}}, {{tracking_link}}, {{agent_name}}
Agent notes: Check the promised delivery date, carrier updates, destination, and shipping method. Do not promise compensation or a replacement for a delayed shipment.
Escalate to a human / manager if: The shipment appears lost, tracking shows a delivery exception, the customer requests compensation, or the resolution requires an unapproved action. [POLICY NEEDED: delayed/lost shipment investigation procedure, waiting periods, and compensation or reshipment eligibility.]
- When to use: Tracking marks an order delivered, but the customer reports that the package is missing.
- Subject line: Let’s Locate Your Delivered Order
- Short version (for live chat / DMs):
I’m sorry your package hasn’t turned up, even though tracking says delivered. Please check around your delivery location and with anyone who may have accepted it, then reply if it is still missing so we can review the next steps.
– Full version (for email):
Hi {{customer_first_name}},
I’m sorry your VerdeFit package hasn’t reached you, even though the tracking page marks it as delivered. Let’s work through this together.
Please check your usual delivery spot, nearby entrances, and with anyone at your address who may have accepted the package.
You can review the carrier’s delivery details here: {{tracking_link}}.
If the package is still missing, reply to this email and confirm that you’ve checked these locations. We’ll review the available tracking information and determine the appropriate next steps.
We appreciate your patience while we look into this.
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{tracking_link}}, {{agent_name}}
Agent notes: Verify the tracking status, delivery timestamp, address on the order, and any available delivery evidence. Do not assume the parcel was stolen or automatically promise a refund.
Escalate to a human / manager if: The package remains missing, delivery evidence conflicts with the order address, or the customer requests a refund or replacement. [POLICY NEEDED: delivered-but-not-received investigation, carrier claim process, waiting period, and refund/replacement eligibility.]
- When to use: A customer requests an address, item, size, or other order-detail change.
- Subject line: Let’s Check Your Order Change Request
- Short version (for live chat / DMs):
Happy to help! Order changes are possible within 2 hours of purchase, before processing begins. Please share your order number and the change you’d like, and we’ll check whether the order is still eligible.
– Full version (for email):
Hi {{customer_first_name}},
Happy to help! We can make order changes within 2 hours of purchase, provided processing hasn’t begun.
Please reply with your order number, {{order_number}}, and the exact change you’d like to make, such as a corrected shipping address, size, or item.
We’ll check the purchase time and fulfillment status before confirming whether the change can be made. Until we confirm, please don’t assume the order details have been updated.
If the order has already entered processing or the 2-hour window has passed, we’ll review what options may still be available.
Thanks for reaching out quickly!
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{order_number}}, {{agent_name}}
Agent notes: Check purchase timestamp, current time, fulfillment status, and requested changes. Confirm changes only after saving them successfully in Shopify.
Escalate to a human / manager if: The order has started processing, the request is outside the permitted window, or an address change requires intervention after fulfillment. [POLICY NEEDED: available options after the 2-hour window or after processing begins.]
- When to use: The customer requests cancellation within 2 hours of purchase and processing has not begun.
- Subject line: Your VerdeFit Cancellation Request
- Short version (for live chat / DMs):
Happy to help! Your order may be canceled within 2 hours of purchase, before processing begins. We’ll verify its status and confirm once the cancellation has been completed.
– Full version (for email):
Hi {{customer_first_name}},
Thanks for contacting us quickly about order {{order_number}}. Orders can be canceled within 2 hours of purchase, as long as processing hasn’t begun.
We’ll check your order’s purchase time and current fulfillment status to confirm eligibility. If the order qualifies, we’ll process the cancellation and send you confirmation.
If processing has already started, we’ll explain the options available for your situation rather than promise a cancellation we may not be able to complete.
Please reply if there’s anything else you’d like us to check while reviewing your request.
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{order_number}}, {{agent_name}}
Agent notes: Verify the two-hour window and unprocessed status. This macro is for eligible requests; after completing the cancellation, update the reply to confirm the actual result.
Escalate to a human / manager if: The order is already processing, cancellation fails in Shopify, or the customer disputes the purchase. [POLICY NEEDED: cancellation confirmation and payment-refund timing.]
- When to use: The customer requests cancellation more than 2 hours after purchase or after processing has begun.
- Subject line: An Update on Your Cancellation Request
- Short version (for live chat / DMs):
I understand you’d like to cancel order . Cancellations are available within 2 hours of purchase, before processing begins. We’ll check your order’s current status and help identify any available next steps.
– Full version (for email):
Hi {{customer_first_name}},
I understand you’d like to cancel order {{order_number}}, and I’m happy to review the situation with you.
Our cancellation window is within 2 hours of purchase, before processing begins. If that window has passed or processing has started, we can’t promise that cancellation will be possible.
We’ll check the current order status and explain any options that may be available. If your order has already shipped, we can also help you review our return eligibility requirements.
Please let us know if you’d like us to check anything else about your order.
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{order_number}}, {{agent_name}}
Agent notes: Confirm purchase time, fulfillment status, and whether the order has shipped. Do not mark the order canceled unless the cancellation actually succeeds.
Escalate to a human / manager if: The customer reports a duplicate order, suspected fraud, or another urgent issue. [POLICY NEEDED: exception handling for late cancellation requests and options for unshipped orders already in processing.]
- When to use: The customer requests a return within 30 days of delivery for an eligible item that meets the condition requirements.
- Subject line: Let’s Get Your VerdeFit Return Started
- Short version (for live chat / DMs):
Happy to help! Eligible items can be returned within 30 days of delivery if they’re unworn, unwashed, and have their original tags attached. US returns are free; Canadian customers pay international return shipping fees.
– Full version (for email):
Hi {{customer_first_name}},
Happy to help with your return! VerdeFit accepts eligible returns within 30 days of delivery, provided the items are unworn, unwashed, and have their original tags attached.
A few important details:
- US orders: Return shipping is free.
- Canadian orders: Customers pay international return shipping fees.
- Final sale items: Clearance items and drinkware are excluded from returns.
Please share your order number, {{order_number}}, and the item you’d like to return, {{product_name}}. We’ll verify eligibility and provide the applicable next steps.
Once your returned package is received and inspected at our warehouse, your refund will be issued to the original payment method within 5–7 business days.
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{order_number}}, {{product_name}}, {{agent_name}}
Agent notes: Check delivery date, item condition, tags, and final-sale status. Verify country of purchase and applicable return-shipping responsibility.
Escalate to a human / manager if: Eligibility is unclear, an item is damaged or defective, or the customer disputes the return conditions. [POLICY NEEDED: return authorization procedure, return address, and shipping-label/instructions process.]
- When to use: The return request is more than 30 days after delivery or the item is excluded as final sale.
- Subject line: An Update on Your Return Request
- Short version (for live chat / DMs):
Thanks for checking with us! Our return window is 30 days from delivery, and final sale items, including clearance items and drinkware, are excluded. Share your order details if you’d like us to verify the item’s eligibility.
– Full version (for email):
Hi {{customer_first_name}},
Thanks for reaching out about returning {{product_name}}. I understand you’d like to know what options are available.
Our standard return window is 30 days from the delivery date, and eligible items must be unworn, unwashed, and have their original tags attached. Final sale items, including clearance items and drinkware, are excluded from returns.
Based on the information currently available, your request appears to fall outside these requirements.
If you believe the delivery date or item classification is incorrect, please reply with your order number, {{order_number}}, and we’ll review the details.
We’re happy to help clarify your options.
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{product_name}}, {{order_number}}, {{agent_name}}
Agent notes: Verify the delivery date and whether the item was designated final sale. Use “appears” until eligibility is confirmed.
Escalate to a human / manager if: The customer disputes the facts, reports a manufacturing defect, or requests an exception. [POLICY NEEDED: exceptions to the return window and final-sale exclusions.]
- When to use: A customer asks when their return refund will arrive.
- Subject line: An Update on Your VerdeFit Refund
- Short version (for live chat / DMs):
Happy to help! Once your returned package is received and inspected at our warehouse, your refund is issued to your original payment method within 5–7 business days. We’ll check your return status and confirm which stage it’s at.
– Full version (for email):
Hi {{customer_first_name}},
Happy to help you check on your refund for order {{order_number}}.
VerdeFit issues refunds to the original payment method within 5–7 business days after your returned package is received and inspected at our warehouse.
We’ll check the return’s current status and confirm whether the package has arrived, whether inspection is complete, and whether the refund has been issued.
If the refund has already been issued, the remaining posting time may depend on your payment provider. We can’t confirm an exact posting date without that information.
Thanks for your patience! Please reply if you have any additional return or payment details you’d like us to review.
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{order_number}}, {{agent_name}}
Agent notes: Check warehouse receipt, inspection status, refund transaction, original payment method, and the applicable 5–7-business-day period.
Escalate to a human / manager if: The refund exceeds the stated timeframe after receipt and inspection, the refund transaction failed, or the returned package cannot be located. [POLICY NEEDED: handling of returns lost in transit and refunds that fail or remain unposted.]
- When to use: A customer wants a different size and their country of purchase determines the available exchange process.
- Subject line: Let’s Find Your Best VerdeFit Fit
- Short version (for live chat / DMs):
Happy to help you find the right fit! US customers can request one free size exchange per order. Canadian customers need to return the original item, subject to return eligibility, and place a new order.
– Full version (for email):
Hi {{customer_first_name}},
Happy to help you find the right fit! Our exchange options depend on your shipping country.
- US customers: One free size exchange is available per order.
- Canadian customers: Please return the original item, subject to our return requirements, and place a new order for your preferred size. International return shipping fees apply.
Please reply with your order number, {{order_number}}, the product you’d like to exchange, {{product_name}}, and your preferred size, {{requested_size}}.
We’ll check your eligibility and help you with the appropriate next steps. Size exchanges remain subject to the applicable requirements, so we’ll confirm the process before proceeding.
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{order_number}}, {{product_name}}, {{requested_size}}, {{agent_name}}
Agent notes: Verify country, original order, previous exchanges, return eligibility, and requested size. Do not promise stock availability.
Escalate to a human / manager if: The customer has already used the free US exchange, the requested size is unavailable, or return eligibility is disputed. [POLICY NEEDED: exchange initiation procedure, exchange shipping/dispatch timing, and out-of-stock exchange handling.]
- When to use: A customer reports a damaged or incorrect delivery, or a potentially defective accessory or yoga mat.
- Subject line: We’ll Help Make Your VerdeFit Order Right
- Short version (for live chat / DMs):
I’m sorry your item arrived damaged or wasn’t what you ordered. For damaged or wrong items, please send a photo within 7 days of delivery; we’ll ship a free replacement immediately at no extra cost. For other manufacturing defects, we’ll review the applicable warranty.
– Full version (for email):
Hi {{customer_first_name}},
I’m sorry your order didn’t arrive as expected. We’ve got you covered, and we’ll help review the issue.
For a damaged or wrong item, please send us a clear photo showing the issue within 7 days of delivery, along with your order number, {{order_number}}, and the affected item, {{product_name}}.
Once the required photo proof is provided for an eligible damaged or wrong item, we’ll ship a free replacement immediately at no extra cost.
Gym accessories and yoga mats also carry a 1-year warranty against manufacturing defects. If your concern involves a manufacturing defect rather than delivery damage or an incorrect item, please describe the issue so we can review the appropriate next steps.
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{order_number}}, {{product_name}}, {{agent_name}}
Agent notes: Confirm delivery date, photo proof, item received versus item ordered, and whether the product qualifies for the one-year warranty. Do not promise an immediate replacement for a warranty claim without an approved process.
Escalate to a human / manager if: The report arrives after 7 days, the item may be unsafe, the photo is inconclusive, or a warranty claim needs review. [POLICY NEEDED: warranty claim procedure, proof requirements, remedy, and replacement shipping timeframe.]
- When to use: A customer reports that a promotional code is invalid or will not apply at checkout.
- Subject line: Let’s Check Your VerdeFit Discount Code
- Short version (for live chat / DMs):
Happy to help! VerdeFit allows one discount code per order, and codes can’t be combined with sale or clearance items or existing bundle discounts. Share your code and the items in your cart so we can check what may be affecting it.
– Full version (for email):
Hi {{customer_first_name}},
Happy to help you get your discount sorted out!
A few things to check when a code won’t apply:
- Only one discount code per order is allowed.
- Discount codes can’t be combined with sale or clearance items.
- Discount codes can’t be combined with existing bundle discounts.
Please reply with the code you’re trying to use, {{discount_code}}, and the affected items or a screenshot of your cart. We’ll review the details and help identify the next step.
We want your checkout experience to be as smooth as possible!
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{discount_code}}, {{agent_name}}
Agent notes: Check code spelling, Shopify discount settings, eligible products, sale/clearance status, and bundle discounts. Do not invent a replacement code.
Escalate to a human / manager if: The code appears valid but fails unexpectedly, the discount configuration is unclear, or a customer requests an exception. [POLICY NEEDED: code expiration, minimum spend, customer eligibility, and discount correction/exception process.]
- When to use: A customer asks about product sizing, sustainability-related materials, care, or compatibility with another product.
- Subject line: Let’s Find the Right VerdeFit Product
- Short version (for live chat / DMs):
Great question! I’d be happy to help you choose the right product. Tell me which item you’re considering and what you’d like to know, and I’ll check the available product details before recommending an option.
– Full version (for email):
Hi {{customer_first_name}},
Great question! Choosing activewear or gym accessories that fit your needs is important, and I’m happy to help.
You’re asking about {{product_name}} and specifically about {{product_question}}.
I’ll check the available product information and help clarify the details so you can make an informed decision. If you’re asking about sizing, please share your usual size and the fit you prefer. If it’s a materials or compatibility question, let us know which feature or other product you’re comparing it with.
We’ll confirm what we can verify rather than guess.
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{product_name}}, {{product_question}}, {{agent_name}}
Agent notes: Consult the actual product listing, size chart, material specifications, care instructions, and compatibility documentation. Never invent fabric composition, environmental certifications, performance claims, or compatibility.
Escalate to a human / manager if: Product specifications are missing or conflicting, the question involves an unverified sustainability claim, or compatibility cannot be established. [POLICY NEEDED: verified product specifications, material/care guidance, compatibility references, and sizing guidance for each SKU.]
- When to use: A customer asks whether an unavailable product or size will return.
- Subject line: Checking Restock Information for You
- Short version (for live chat / DMs):
Thanks for your interest in ! I’ll check the latest stock information, but I don’t want to promise a restock date until it’s confirmed. Which size or variation are you looking for?
– Full version (for email):
Hi {{customer_first_name}},
Thanks for your interest in {{product_name}}! We’re glad you’re considering VerdeFit.
I’ll check the current availability for the specific option you’re looking for, {{requested_size}}. If inventory information is available, we’ll share what we can confirm.
We don’t want to give you an unverified restock date or promise that a particular size will return before the information is confirmed.
Could you let us know if you’re interested in another size or color as well? That will help us check the available alternatives.
Thanks for being part of the VerdeFit family!
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{product_name}}, {{requested_size}}, {{agent_name}}
Agent notes: Check Shopify inventory and any confirmed supplier information. Don’t promise a restock or offer back-in-stock notifications unless that functionality is available.
Escalate to a human / manager if: A customer needs a confirmed restock date, stock counts conflict, or supplier information is unavailable. [POLICY NEEDED: restock notification process, expected restock communications, and inventory availability guarantees.]
- When to use: A customer expresses anger, disappointment, or frustration and the issue requires acknowledgment before resolution.
- Subject line: We’re Here to Help,
- Short version (for live chat / DMs):
I’m sorry this experience has been frustrating, and I appreciate you telling us about it. I’ll review the details and focus on the most practical next step to help resolve your concern.
– Full version (for email)
Hi {{customer_first_name}},
I’m sorry this experience has been frustrating. We understand that you expected a smoother experience, and we appreciate the opportunity to look into it.
I’ve reviewed your message about {{issue_summary}}, and I want to help get you a clear answer.
I’ll check the relevant order or account details and explain the next step based on the information available. If we need additional details to investigate, I’ll ask only for what’s necessary.
We value your trust in VerdeFit and want you to feel heard throughout this process.
Thank you for giving us the opportunity to help. If there’s one key detail you’d like us to prioritize, please share it in your reply.
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{issue_summary}}, {{agent_name}}
Agent notes: Read the full ticket history, acknowledge the specific concern, avoid arguing, and state only actions you can actually take. Remove any sentence that suggests an investigation has already happened if it hasn’t.
Escalate to a human / manager if: The customer requests a manager, alleges fraud or discrimination, threatens legal action, reports a safety issue, or demands compensation outside approved policy. [POLICY NEEDED: complaint ownership, manager escalation SLA, goodwill credits, and service-recovery authority.]
- When to use: A customer expresses satisfaction with a product or support experience.
- Subject line: Thanks for Being Part of VerdeFit!
- Short version (for live chat / DMs):
Thanks so much for the kind words! We’re thrilled you’re enjoying your VerdeFit experience. If you’d like to share it with others, we’d love a review here: .
– Full version (for email):
Hi {{customer_first_name}},
Thank you so much for your kind words! It means a lot to our team to hear that you’re happy with your VerdeFit experience.
We’re passionate about helping people enjoy movement with products that fit their active lifestyles, and we’re grateful to have you as part of our community.
If you have a moment, we’d love for you to share your experience in a review: {{review_link}}.
Your honest feedback can help other shoppers make informed decisions and helps us understand what we’re doing well.
Thanks again for choosing VerdeFit. We look forward to supporting your next active adventure!
Warmly,
{{agent_name}}
VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{review_link}}, {{agent_name}}
Agent notes: Insert a valid review URL and ensure the customer has actually expressed positive feedback. Keep the request optional and never condition a benefit on a positive review.
Escalate to a human / manager if: The customer raises a new unresolved issue, the review link is unavailable, or the feedback includes a safety concern. [POLICY NEEDED: approved review platform and review-request rules, including any applicable platform restrictions.]
- When to use: A customer contacts support outside Monday–Friday, 9 AM–5 PM Eastern Time.
- Subject line: We Received Your Message — VerdeFit Support
- Short version (for live chat / DMs):
Thanks for reaching out! Our support hours are Monday to Friday, 9 AM–5 PM Eastern Time, and we guarantee a reply within 24 hours. Your message has been received, and we’ll get back to you as soon as possible.
– Full version (for email):
Hi {{customer_first_name}},
Thanks for reaching out to VerdeFit! We’ve received your message and appreciate you getting in touch.
Our support team is available Monday to Friday, 9 AM–5 PM Eastern Time, with a guaranteed reply within 24 hours.
Your message is in our queue, and our team will review your question and respond as soon as possible.
If your message is about an order, including your order number, {{order_number}}, can help us find the relevant details more quickly.
Thanks for your patience and for being part of the VerdeFit family!
Warmly,
Alex from the VerdeFit Support Team
Placeholders used: {{customer_first_name}}, {{order_number}}
Agent notes: Configure this as an automated acknowledgment outside support hours. Verify the time zone and ensure the 24-hour reply commitment is operationally achievable, including weekends and holidays.
Escalate to a human / manager if: A message contains a safety issue, suspected fraud, a time-critical order problem, or an urgent request that cannot wait for the standard queue. [POLICY NEEDED: urgent-ticket routing, weekend/holiday coverage, and the exact interpretation of the 24-hour response guarantee.]
Use consistent placeholder names across all 17 macros. In Gorgias, map each placeholder to the appropriate Shopify field, customer field, ticket field, or verified agent-entered value.
| Placeholder | Meaning | Typical data source |
|---|---|---|
{{customer_first_name}} | Customer’s first name | Shopify customer profile / Gorgias |
{{order_number}} | Order identifier | Shopify order page |
{{tracking_link}} | Shipment tracking URL | Shopify fulfillment / carrier |
{{expected_delivery_date}} | Expected delivery date | Carrier tracking / verified estimate |
{{agent_name}} | Assigned support agent’s name | Gorgias agent profile |
{{product_name}} | Product involved in the request | Shopify order line item / product catalog |
{{requested_size}} | Size or variation requested | Customer message / product variant |
{{discount_code}} | Promotional code the customer entered | Customer message / Shopify discount settings |
{{product_question}} | Specific product question | Customer ticket |
{{issue_summary}} | Brief description of the customer’s concern | Gorgias ticket / agent summary |
{{review_link}} | Verified link for submitting a review | Approved review platform |
Implementation note: The templates also refer to values such as delivery date, country, processing status, item condition, and refund status in the message text. These do not all need to become placeholders. Where a fact affects eligibility, the agent should verify it before sending the macro.
1. Let Shopify supply the facts
Pull the order number, customer name, fulfillment status, tracking link, and purchase details into Gorgias wherever supported. Avoid manually retyping information that is already available.
2. Verify the one fact that determines the answer
For a return, check the delivery date and item eligibility. For cancellation, check the purchase time and processing status. For a refund, check warehouse receipt and inspection status.
3. Personalize just one sentence
Reference the customer’s actual concern: “I can see you’re checking on your order’s delivery.” This feels human without requiring you to rewrite the entire reply.
4. Match the channel and remove irrelevant text
Use the short version for live chat and Instagram DMs. Use the full version for email. Remove instructions the customer has already completed and never leave unresolved placeholders in a sent message.
5. Confirm the next action before sending
If you promise a cancellation, replacement, or refund, verify that the action was completed or clearly explain that you’re checking eligibility. Escalate cases that need a decision rather than sending a generic response.
Suggested Gorgias setup
- Create folders for Orders & Shipping, Returns & Refunds, Products & Discounts, and Customer Experience.
- Name macros with searchable prefixes, such as
ORDER — Tracking Available,RETURN — Eligible, andCX — Frustrated Customer. - Configure channel-specific versions where appropriate.
- Use automation for acknowledgment and routing, but require human verification for eligibility decisions, exceptions, and unresolved complaints.
- Test every macro with a sample ticket before enabling it for the whole team.
Your supplied policies are sufficient for the basic rules in these macros, but some operational details need to be confirmed before the library can safely handle every case automatically.
| Priority | Gap | Why it matters |
|---|---|---|
| High | Lost or delayed shipments | Define when to open a carrier investigation, when a parcel qualifies as lost, and when replacement or compensation is allowed. |
| High | Delivered-but-not-received claims | Establish the investigation process, waiting period, evidence requirements, and resolution options. |
| High | Return instructions | Specify whether authorization is required, the return address, and how customers receive return labels or instructions. |
| High | Warranty claims | Define the claim process, acceptable proof, available remedies, and shipping arrangements for manufacturing defects. |
| High | Late cancellation or order changes | Clarify what options, if any, remain after the two-hour window or after processing begins. |
| High | Refund exceptions | Establish how to handle packages lost in transit, failed refund transactions, and refunds that remain unposted. |
| Medium | Exchange operations | Define the exchange workflow, dispatch timing, stock shortages, and handling of unavailable sizes. |
| Medium | Discount code restrictions | Specify expiry dates, minimum spend, eligibility, and how incorrect discount configurations are resolved. |
| Medium | Product information | Maintain verified size charts, material composition, care instructions, and compatibility information for each product. |
| Medium | Restock inquiries | Decide whether back-in-stock alerts are available and whether staff may share estimated restock dates. |
| Medium | Complaints and goodwill | Define manager escalation, complaint ownership, service-recovery authority, and any permitted goodwill credits. |
| Medium | Review requests | Confirm the approved review platform and the applicable review-request rules. |
| High | Support coverage | Clarify how the 24-hour response guarantee works across weekends and holidays and how urgent cases are routed. |
- Define the shipping exception process. Delayed and missing deliveries are difficult to resolve consistently without clear investigation and replacement rules.
- Document the returns and warranty workflow. Your customer-facing eligibility rules are clear, but agents still need operational instructions for what happens after eligibility is established.
- Validate the 24-hour guarantee. If the commitment includes weekends and holidays, configure staffing, routing, and automated acknowledgments accordingly. Avoid language suggesting that every issue will be resolved within 24 hours; the supplied commitment is to reply.
Final recommendation: Start with these 17 macros, but keep the high-priority policy gaps in manual review until VerdeFit confirms the missing rules. That gives your team a useful library immediately without allowing automation to make promises your store has not authorized.
Frequently Asked Questions
Can ChatGPT really write customer service templates?
Yes, as long as you give it your policies, brand voice, and a fixed format first. Without that context, the output is generic and can contain wrong promises.
Which help desks work with these templates?
Any tool that supports macros or canned responses, including Gorgias, Zendesk, Freshdesk, Help Scout, Shopify Inbox, and Gmail.
How many templates should I start with?
Start with the five highest-volume scenarios for your store. For most stores these are order status, delays, returns, refunds, and damaged items. Add the rest over time.
Should AI send replies without a human check?
For simple order-status messages, many stores do. For refunds, complaints, and anything with legal or safety implications, keep a human in the loop.
Does this work if I don’t use Shopify?
Yes. The prompt works with any platform. Only the placeholders need to match your system’s variable format.
Can I use these templates in other languages?
Yes. Use the translation prompt in the bonus section and keep placeholders unchanged. Have a native speaker check the final wording.
Conclusion
A support library you build once and maintain will save more time than any single clever reply. Copy the Master Prompt, fill in your store’s details, review every template against your real policies, and load them into your help desk. Start with the five scenarios your team answers most, then expand.
Planning for the sales season? See our guide to ChatGPT prompts for Black Friday sales copy and promo emails. For more ready-to-use prompts, browse our e-commerce workflows, and read our methodology to see how we build and review our prompts.