Message templates for Etsy and Shopify sellers

Thank you for your order, {{name}}. It will be packed within three business days, and I'll message you the tracking details once it leaves. If you have a question before then, reply here.

When to send: Right after the order comes in.

Why it works: It says what happens next and who to ask, and it asks for nothing.

Thanks, {{name}}. To start your custom piece I need the exact wording and the color you'd like. Reply with both, and I'll send a photo for your approval before I make it.

When to send: When an order needs personalization details.

Why it works: A specific ask gets a specific answer, and the photo promise builds trust.

Your file is ready, {{name}}. Open your Purchases page in a web browser, since the Etsy app doesn't download files, and press Download Files. If the button looks grey or missing, tell me what you see.

When to send: When a digital order goes through.

Why it works: It shows where to look and invites a reply before frustration builds.

Good news, {{name}}, your order has shipped. You'll find the tracking number in your order details. The first scan can take a day to appear, so check again tomorrow if it looks empty.

When to send: The day the parcel goes to the carrier.

Why it works: It heads off the first worried message about tracking that has not moved.

Thanks for checking, {{name}}. Your order is still in production and will ship by {{date}}. I'll send the tracking number the moment it leaves, so you needn't write again.

When to send: When a buyer asks where their order is before it ships.

Why it works: A real date answers the question better than reassurance.

{{name}}, your order will ship later than planned. The new ship date is {{date}}. If you'd rather cancel for a full refund, reply here and I'll process it today. If I don't hear back, I'll ship on the new date.

When to send: As soon as you know the ship date will slip, by 30 days or less.

Why it works: It tells them before they ask, gives a definite date, offers the refund and says what no reply means.

I'm so sorry it arrived like that, {{name}}. Could you send a photo of the item and of the box? Once I see it, I'll offer a replacement or a refund, whichever you prefer.

When to send: When a buyer reports damage.

Why it works: An apology, one clear request, and a choice for the buyer.

Thanks for telling me, {{name}}. I'd like to help. Let me know what's wrong and whether you'd prefer an exchange or a refund, and I'll explain the next step under my shop policy.

When to send: When someone asks to return an item.

Why it works: It starts with help and sends them to your written policy.

Happy to help you choose, {{name}}. Tell me what you'll use it for and your usual size, and I'll say which option fits best. If you're between sizes, I'll tell you honestly.

When to send: When a shopper messages with a pre sale question.

Why it works: Honesty about fit prevents returns later.

Sorry to hear that, {{name}}. Please check with neighbors and around your entrance, since carriers sometimes leave parcels nearby. If it hasn't turned up by tomorrow, tell me and I'll start a claim.

When to send: When tracking says delivered and the buyer says no.

Why it works: It gives them quick things to try without doubting them.

{{name}}, I hope your order is working out. If you have a minute, an honest review helps other buyers decide, whatever you thought. And if anything isn't right, tell me and I'll help.

When to send: One or two weeks after delivery, once.

Why it works: It asks for honesty, not stars, and offers help without linking the two.

Welcome back, {{name}}, and thank you for ordering again. It's nice to see a familiar name. Your order is being prepared, and I'll message you when it ships.

When to send: When a repeat buyer orders again.

Why it works: A personal note that sells nothing.