Macros worth writing first

Most stores get the same ten or so questions every day: where is my order, can I change my address, it arrived broken, how do I return this. Writing a macro for each one first pays off fastest. The set below is a starting point. Replace every part in [square brackets] with your own policy before you save, and read each reply aloud once to check it sounds like your brand.

Besides the [square brackets], the replies use two kinds of variable. A name in single braces, such as {Latest order number}, is a variable: delete it and pick the variable with the same name from Insert variable. Variables already in double braces, such as {{ticket.customer.firstname}}, can be pasted as they are. See Variables in macros.

To find which questions to start with, open Analytics and look at your most used tags, or sort your existing macros by Most used.

Order status#

Order status: shipped

Hi {{ticket.customer.firstname}},

Your order {Latest order number} is on its way. You can follow it here: {Latest order tracking link}

Most orders arrive within [your usual delivery time] of shipping.

{{current_user.firstname}}

Actions: Add tags order-status.

Order status: not shipped yet

Hi {{ticket.customer.firstname}},

We have your order {Latest order number} from {Latest order date}. It hasn't left our warehouse yet; orders usually ship within [your processing time]. You'll get an email with tracking as soon as it does.

{{current_user.firstname}}

Actions: Add tags order-status.

Order status: can't find your order

Hi {{ticket.customer.firstname}},

I couldn't find an order under this email address. Could you send me the order number from your confirmation email, or the address you used at checkout?

{{current_user.firstname}}

Actions: Add tags order-status.

Order status: marked delivered, not received

Hi {{ticket.customer.firstname}},

The carrier shows order {Latest order number} as delivered, so it may be close by. Could you check with neighbours and around your entrance, and let me know within [number] days? If it still hasn't turned up, we'll [your policy: reship or refund].

{{current_user.firstname}}

Actions: Add tags order-status, Snooze 2 days, so the ticket returns if the customer goes quiet.

Changes and cancellations#

Address change: done

Change the address first from the order beside the ticket with Change shipping address, then send:

Hi {{ticket.customer.firstname}},

Done: order {Latest order number} will now go to {Latest order ship-to street}, {Latest order ship-to city}.

{{current_user.firstname}}

Actions: Add tags address-change.

Order already shipped, can't change it

Hi {{ticket.customer.firstname}},

Your order shipped before I could change it, so it's going to the address you gave at checkout. [What the customer can do instead, for example: ask the carrier to redirect it with tracking number {Latest order tracking number}.]

{{current_user.firstname}}

Actions: Add tags address-change.

Cancellation: done

Cancel the order first with Cancel order on the order beside the ticket, then send:

Hi {{ticket.customer.firstname}},

I've cancelled order {Latest order number}. The refund goes back to your original payment method and usually shows within [number] business days.

{{current_user.firstname}}

Actions: Add tags cancellation, Set status Closed.

Damage, returns and refunds#

Damaged item: send a photo

Hi {{ticket.customer.firstname}},

I'm sorry it arrived damaged. Could you reply with a picture of the item and the box? As soon as I see it, I'll [your policy: send a replacement or refund].

{{current_user.firstname}}

Actions: Add tags damaged, Set priority High.

Replacement on its way

Create it first with Send a replacement on the order, then send:

Hi {{ticket.customer.firstname}},

A replacement is on its way at no cost to you. You don't need to send the damaged one back.

{{current_user.firstname}}

Actions: Add tags damaged, Snooze 3 days, so you can check it arrived.

Return instructions

Hi {{ticket.customer.firstname}},

You can return items within [your return window] of delivery. [Your steps: a link to your returns page, or where to send the parcel and what to include.] Once it reaches us, the refund takes [number] business days.

{{current_user.firstname}}

Actions: Add tags returns.

Refund: done

Refund first with Refund on the order, then send:

Hi {{ticket.customer.firstname}},

I've refunded your order {Latest order number}. It goes back to your original payment method and usually shows within [number] business days.

{{current_user.firstname}}

Actions: Add tags refund.

For your team#

Escalate: order missing at the warehouse

No reply, only actions, for use while writing an internal note:

• Add an internal note: "Order {Latest order number} reported missing. Please check it was packed and handed to the carrier."

• Assign to team: the team that handles shipping.

• Add tags: escalated.

Back in stock

Use it from the ticket list with Apply macro on every ticket tagged with the item's name. Write the reply with the item and, if you offer one, a discount code you created in Shopify.

Chat replies#

Chat customers are waiting on the page, so keep chat macros to one or two sentences with no sign-off:

• Chat: hello: "Hi {{ticket.customer.firstname | default("there")}}, thanks for waiting. Let me look into that."

• Chat: anything else?: "Is there anything else I can help with today?"

• Chat: going by email: "I'll need a little time to check this. I'll email you at {{ticket.customer.email}} as soon as I have an answer."

Gift cards#

Macros cannot create Shopify gift cards. Make the gift card in Shopify, then paste its code into the reply.