DorrisThere are 23 free customer service email templates for a small Shopify store, in five groups: where is my order, cancellations, damaged or wrong items, discount code requests and returns outside the window. Each is a reply you can copy and edit. Rule of thumb: pick the group that matches the email, check the facts first, then change the words until it sounds like you.
Updated 2026-10-11. Examples, not legal advice.
23 email templates by scenario
| Scenario | Templates | What's covered |
|---|---|---|
| Where is my order? | 5 | Not shipped, label made, moving, stuck, marked delivered but missing |
| Cancel an order | 5 | Not packed, being packed, already shipped, one item, pre-order |
| Damaged or wrong item | 4 | Damaged with and without photos, wrong item, something missing |
| Discount request | 5 | Public code running, sale started after the order, price match, a problem, a bigger order |
| Return outside the window | 4 | A fault, a one-time exception, a plain no, when they push back |
Also free: three short reply recipes with the rules behind them, a warranty claims process with a reply to copy, and a return policy template so every reply matches your written rules.
Want more replies and a fill-in policy?
Reply recipes ($29) is a paid pack of twelve replies, a fill-in policy and rules for an AI that drafts your replies. The free templates above stand on their own.
Want all twelve replies and a fill-in policy? Reply recipes ($29). Want the whole back office built for you? Book a demo.
Tim Haines