DorrisFor a small shop where one or two people answer the email Twelve customer replies, ready to adapt, and the rules behind them.
Each recipe says what to check first, gives you the reply with blanks, and lists the lines never to send.
- 12 reply recipes and a fill-in policy
- Rules for an AI that drafts your replies
Buy Reply recipes for $29Read three of them free
Paid once. Download from your receipt email after paying. 14-day no-questions refund.
Reply recipes is a pack of twelve ready-to-adapt customer replies, a fill-in support policy and rules for an AI that drafts your replies, for a small online shop where one or two people answer the email. It's $29, paid once, as a zip of text files plus a PDF you download from your receipt email, with a 14-day no-questions refund.
A good customer reply is two or three warm sentences that say what you checked and what happens next, without promising a date you don't control or a refund your policy doesn't offer. This pack is twelve of those, for twelve messages every small online shop gets, plus your own rules written down so every reply agrees with the last one.
What's inside
One zip of plain-text files that open in any editor, and the same pack as one printable PDF.
The twelve reply recipes. Each one says what to check first, gives the reply with [blanks] and its variants, and lists the lines never to send.
| # | Recipe | Variants inside |
|---|---|---|
| 1 | Where is my order? | Shipped, or not shipped yet |
| 2 | Tracking hasn't moved | Past your "treat as lost" rule, or not yet |
| 3 | Marked delivered, but it isn't there | Plus what to do if the address was wrong |
| 4 | Wrong item received | With or without a photo |
| 5 | Damaged on arrival | With or without photos |
| 6 | Return inside the window | Plus exchanges |
| 7 | Return outside the window | Plus what to say if they push back |
| 8 | Warranty claim | No photos yet, clearly covered, or not covered |
| 9 | Refund request | One your policy promises, or anything else |
| 10 | Cancel the order or change the address | Not packed yet, or already shipped |
| 11 | Angry customer | Plus what to do with abuse |
| 12 | Asks for a discount | Public code, nothing running, or a price match |
$29
Paid once. The download is in your receipt email. 14-day no-questions refund.
The same way of writing, free, for one kind of email at a time: where is my order, damaged or wrong item, cancel an order and a discount request.
A customer policy template. Shipping, changes and cancellations, returns, warranty, discounts, tone, and what you never offer in a first reply. Every number is a blank, with a made-up example shop's answer under each one.
Rules for an AI that drafts your replies. Paste them into the instructions of whatever AI you use, a Claude or ChatGPT project, your helpdesk's AI or an app you built. They make it use only your written policy and the order details you give it, put a [blank] where it's missing a fact instead of guessing one, never offer a refund, credit or discount your policy doesn't already promise, and write you a short note above each draft saying what it used and what you need to decide. You still read every draft and press Send.
A one-page how-to for filling in your policy and making the recipes yours.
Two samples
From recipe 11, angry customer. Check first: the order, everything they've already sent you, and what actually happened. Find the one concrete problem.
Hi [first name], I'm sorry. You're right to be frustrated: [the concrete thing, in their words]. Here's what I've found: [the fact you checked]. Here's what happens now: [one concrete next step and when, from your policy].
Never say "Calm down", or offer a refund or code to make it go away unless your policy promises it.
From recipe 8, warranty claim, when the photos show it isn't covered. Check first: the purchase date against your warranty length, and what's broken against what your warranty covers.
Hi [first name], thanks for the photos. I'm sorry, this looks like [wear and tear / the cause], which our warranty doesn't cover: it covers [what it covers]. [If you have one: here's what we can offer instead, e.g. a repair at cost.] If I've misread the photos, write back and a person will take a second look.
Never say "You must have misused it", or decide before you've seen the photos.
Three other recipes are free to read: where is my order, tracking that hasn't moved, and a return after the window closed.
$29
Paid once. The download is in your receipt email. 14-day no-questions refund.
Who it's for
- You run a small online shop and answer customer email yourself, or with one other person.
- You write the same replies over and over and want them consistent, or you want to hand the inbox to someone new without them guessing.
- You use, or want to use, an AI to draft replies and want it to stop inventing order details.
Who it isn't for
- You want your rules written for you. The pack has blanks, not answers. The example shop's numbers are made up, and you put in your own.
- You need legal advice. It isn't. Some places give buyers rights a policy can't take away, and the pack tells you to check what applies where you sell.
- You already have a written policy and saved replies you're happy with. This would mostly repeat them.
- You want software. These are text files. If you want an app that puts each customer's order beside their email, that's the kit.
Where it comes from
The rules are the ones in the support policy that ships with the Dorris kit, the written rules a small shop's support inbox works from, turned into replies you can use in any email app. The pack makes no promise about how many emails it saves you; nobody has measured that.
Questions
What do I get?
A zip of plain-text files with twelve reply recipes, a customer policy template, rules for an AI that drafts your replies and a one-page how-to, plus the whole pack as one printable PDF.
How do I get it, and can I get my money back?
The download is in your receipt email after paying. There is a 14-day no-questions refund.
Is it legal advice?
No. Every number is a blank for you to fill in from your own policy, and some places give buyers rights a policy can't take away, so check what applies where you sell.
$29
Paid once, through Polar's checkout. The download is in your receipt email.
14-day no-questions refund. Questions first? Write to us.