Macros
Reusable replies with merge variables
Where is my orderBoth
Hi {{first_name}}, Thanks for checking in! Your order {{order_number}} is on its way, and you can follow it here: {{tracking_link}} Most orders arrive within 3–5 business days of shipping. If it hasn’t moved in two days, reply here and we’ll chase it with the carrier. {{agent_name}}
Warranty — replacement partAcme
Hi {{first_name}}, Sorry about the trouble! That’s covered under our warranty. I’ve opened claim {{claim_id}} and we’ll ship the replacement part to {{shipping_address}}. It should be there by {{eta}}. No need to send the old part back. {{agent_name}}
Warranty — photos neededBoth
Hi {{first_name}}, Sorry to hear that! Could you reply with a couple of photos: one of the whole item and one close-up of the damage? Once we have those we’ll get a replacement moving for order {{order_number}}. {{agent_name}}
Return label sentBoth
Hi {{first_name}}, No problem at all. I’ve emailed you a prepaid return label for order {{order_number}}. Drop the package off at any post office and we’ll refund you as soon as it’s back with us. {{agent_name}}
Size up / exchangeAcme
Hi {{first_name}}, Happy to swap it! Keep the original sealed and I’ll send a prepaid return label. The new one ships the same day the label is scanned. {{agent_name}}
Out of stock — notify meAcme
Hi {{first_name}}, That one is sold out right now. If you tap “Notify me” on the product page, we’ll email you the moment it’s back. Here’s a code for 10% off when it is: {{discount_code}} {{agent_name}}
Address change before shippingBoth
Hi {{first_name}}, Done! Order {{order_number}} will now ship to: {{shipping_address}} You’ll get a tracking email as soon as it leaves the warehouse. {{agent_name}}
Wholesale inquiryNorthbound
Hi {{first_name}}, Thanks for your interest in carrying {{brand}}! I’ve attached our wholesale price sheet with minimums and lead times. Reply here with the styles you’re looking at and I’ll set up your dealer account. {{agent_name}}
Where is my order
Body
Hi {{first_name}},
Thanks for checking in! Your order {{order_number}} is on its way, and you can follow it here: {{tracking_link}}
Most orders arrive within 3–5 business days of shipping. If it hasn’t moved in two days, reply here and we’ll chase it with the carrier.
{{agent_name}}
Variables used
{{first_name}}{{order_number}}{{tracking_link}}{{agent_name}}
Variables resolve from the Shopify order attached to the conversation you insert this macro into.
Preview with sample data
No conversation selected in the Inbox — showing placeholder values.
Hi Customer,
Thanks for checking in! Your order — is on its way, and you can follow it here: —
Most orders arrive within 3–5 business days of shipping. If it hasn’t moved in two days, reply here and we’ll chase it with the carrier.
Tim Haines