Shopify Customer Service Scripts: Handle Common Enquiries Professionally

Scripts Turn Ad-Hoc Responses Into Consistent Brand Experiences

Customer service quality determines whether a problem becomes a 1-star review or a loyal customer story. Without scripts, responses vary by who’s handling the enquiry, the time of day, and how tired they are. With scripts, every customer gets a consistently professional response that reflects your brand values. These templates are starting points — personalise them with the customer’s name and specific order details.

Late Delivery

“Hi [Name], I completely understand your frustration — waiting for something you’re excited about is difficult, and I’m sorry the delivery has taken longer than expected. I can see your order was dispatched on [date] with [carrier] tracking reference [tracking number]. The expected delivery window is [updated estimate based on tracking]. If it doesn’t arrive by [date], please reply to this email and we’ll arrange a replacement or full refund immediately. Thank you for your patience — we really appreciate it.”

Wrong Item Received

“Hi [Name], I’m so sorry — this is completely our mistake and I want to fix it immediately. Please keep the wrong item with our apologies, and I’ve arranged for the correct [product name] to be dispatched today with express delivery at no cost to you. You’ll receive a new tracking email within [timeframe]. Once again, I apologise for the inconvenience — this isn’t the standard we hold ourselves to.”

Refund Request

“Hi [Name], of course — I can process your refund straight away. Our returns policy allows returns within [X] days, and your order is within this window. I’ve initiated the refund to your original payment method — you’ll receive [amount] within 5–10 business days depending on your bank. If there’s anything we could have done better, I’d genuinely appreciate your feedback — it helps us improve. Thank you for giving us a chance.”

Negative Review Response

“Thank you for taking the time to leave a review, [Name]. I’m sorry your experience didn’t meet your expectations — this isn’t the standard we hold ourselves to. I’d love the opportunity to make this right. Please reach out to us at [email] and we’ll do everything we can to resolve this for you. We genuinely appreciate the feedback.”

Out of Stock Enquiry

“Hi [Name], thank you for your interest in [product name] — unfortunately it’s currently sold out. We’re expecting a restock on approximately [date]. I’d be happy to add you to the back-in-stock notification list so you’ll receive an email the moment it’s available again. Would that be helpful? Alternatively, [similar product] has similar [features/benefits] and is available now if you’d like to take a look.”

Need customer service setup and training for your Shopify store? Our operations team builds CS workflows, scripts, and help desk configuration. Get in touch.