Writing a chatbot response from scratch is harder than it sounds. You want it to sound human, answer the question properly, and still represent your brand — all in two sentences or less. Most Shopify merchants either end up with stiff, robotic replies that frustrate customers, or they spend hours testing variations and still aren't happy with the results.
This guide gives you 50+ ready-to-use chatbot response templates for every major scenario your ecommerce store faces — from order tracking and returns to upsells and escalations. Each template is written to sound natural, work across channels, and convert better than the generic defaults most chatbot tools ship with.
You can use these templates directly in any rule-based chatbot setup, or use them as the foundation for an AI chatbot that personalises each response automatically using your live Shopify data. We'll cover both — and show you exactly where automated AI responses outperform static scripts.
Why Your Chatbot Responses Directly Affect Revenue
Most store owners treat chatbot copy as an afterthought. They get the tool installed, write something passable, and move on. But your chatbot is often the first interaction a customer has after landing on your store — and how it responds in that first exchange shapes whether they buy, bounce, or come back.
Research consistently shows that delayed or unhelpful responses during purchase decisions can drop conversion rates by nearly 28%. When a shopper asks "do you have this in a size medium?" and your chatbot replies with "I'm sorry, I didn't understand that," the sale is gone.
The templates in this guide are built to close that gap. They answer the actual question, sound like a real person, and guide customers toward the next step — whether that's checking out, starting a return, or speaking with your team.
Before we get into the templates, one important framing note: there are two ways to use chatbot responses. The first is static templates — you write a response, it goes live, and every customer sees the same message regardless of context. The second is AI-powered dynamic responses, where the chatbot pulls live data from your Shopify store and fills in the blanks automatically — real order numbers, actual delivery dates, correct product variants. We'll flag throughout this article which scenarios genuinely need AI and which a static template handles just fine.
How to Use These Templates
These templates work as copy-paste starting points. Here's how to apply them:
For rule-based chatbots: copy the template and replace the placeholder text in brackets with your store's real information. Update manually whenever your policies change.
For AI chatbots: use these as prompt seeds or response frameworks. An AI chatbot connected to your Shopify store (like AeroChat) will fill in variables like
[order number],[customer name], and[delivery date]automatically from live data — no manual updates needed.For WhatsApp and Instagram: shorten templates by about 30% — messaging app users expect brevity. The same structure applies, just tighter.
One style rule that applies to all of them: use contractions. "We're" not "We are." "You'll" not "You will." It immediately sounds less robotic.
Order & Shipping Templates
Order and shipping questions account for the majority of ecommerce support volume. According to data from multiple ecommerce support platforms, WISMO ("Where Is My Order?") queries alone represent 35–40% of all customer messages. Getting these responses right eliminates a huge chunk of your support workload — and keeps customers calm when things go slightly off track. For a deeper look at how to fully automate this category, see our guide on automating order tracking on Shopify with AeroChat.
Order Confirmation
Template 1 — Warm tone:
"Hi [name]! Your order #[number] is confirmed and we're already getting it ready. You'll receive tracking details by email once it ships. Need to make any changes? Just ask here and we'll sort it."
Template 2 — Brief and functional:
"Order confirmed! #[number] is being prepared. We'll send your tracking info as soon as it's on its way."
Template 3 — With estimated timeline:
"Thanks for your order, [name]! #[number] is confirmed. Based on your location, you can expect delivery in [X–Y] business days. We'll keep you updated every step of the way."
When to use static vs AI here: A static template works for confirmation messages. AI becomes valuable when you want to include the real estimated delivery date pulled from your fulfillment system, or when your delivery windows vary by product.
Where Is My Order (WISMO)
This is the single highest-volume question for most Shopify stores. A good response answers the question completely, includes a tracking link, and sets expectations — all in one message.
Template 1 — Standard tracking update:
"Your order #[number] is currently [status — e.g., in transit / out for delivery / at customs]. Estimated delivery: [date]. Track it live here: [tracking link]."
Template 2 — Still being processed:
"Your order #[number] is being prepared by our team and hasn't shipped yet. Expected dispatch: [date]. You'll get a shipping notification with tracking as soon as it's on the way."
Template 3 — Delayed shipment (proactive):
"Hi [name], there's a small delay on order #[number] — it's currently with [carrier] and we've updated your estimated delivery to [revised date]. Sorry for the wait. Is there anything else I can help with?"
Template 4 — No tracking found (AI escalation point):
"I wasn't able to pull up tracking for that order number. Let me connect you with our team who can look into this directly — they'll have it sorted for you quickly."
AI advantage here is significant: This is one category where a static template genuinely underperforms. A static bot can only reply with generic text. AeroChat's Shopify chatbot connects directly to your order management system — when a customer types their order number, it fetches the real-time status, carrier name, and delivery estimate automatically. No copy-pasting, no manual lookups.
Delivery Issues
Template 1 — Missed delivery / failed attempt:
"A delivery attempt was made for order #[number] but nobody was available. Your package is now being held at [location / depot]. You can reschedule delivery here: [link] or collect it in person. Need help with this?"
Template 2 — Package marked delivered but not received:
"Your tracking shows order #[number] as delivered on [date]. If you haven't received it, please check with neighbours and any safe locations first. If it's still missing, let me connect you with our team — we'll investigate and make it right."
Template 3 — International customs delay:
"Your order is currently held at customs in [country]. This is normal for international shipments and usually clears within [X] business days. Unfortunately we can't speed up customs processes, but you can contact [customs authority] with your tracking number: [number] if you need an update."
Out of Stock & Back-in-Stock
Template 1 — Item out of stock:
"[Product] is currently out of stock. We're expecting a restock on approximately [date]. Want me to notify you the moment it's available? Just drop your email here."
Template 2 — No restock date confirmed:
"That item is currently sold out and we don't have a confirmed restock date yet. I can add you to the waitlist — you'll be first to know when it's back."
Template 3 — Alternative product suggestion:
"[Product] is out of stock right now, but [alternative product] is very similar and available today. Want me to tell you more about it?"
Returns & Refund Templates
Returns and refunds are the second-highest volume category — and the highest stakes. A bad response here creates a complaint. A good one turns a difficult situation into a loyal customer. These templates are designed to be clear, calm, and actionable. For a broader look at how to automate the entire returns workflow, see how to automate refund and return requests using AI chat.
Starting a Return
Template 1 — Standard return:
"To return your order, you're within our [X]-day return window. Start your return here: [returns portal link]. Items must be unused and in original packaging. Once we receive it, your refund is processed within [X] business days."
Template 2 — Outside return window:
"Unfortunately order #[number] is outside our [X]-day return window. We're not able to process a standard return, but I can pass this to our team to review — they may be able to help with a store credit or exchange. Want me to do that?"
Template 3 — Guided return flow:
"Happy to help with your return! Quick question — are you looking for a refund, exchange, or store credit? That'll help me point you to the right process."
Refund Status
Template 1 — Refund confirmed and processing:
"Your refund for order #[number] has been approved and is being processed. It should appear in your [payment method] within [X–Y] business days. Bank processing times vary, so allow the full window before contacting your bank."
Template 2 — Refund not yet received:
"Your refund was issued on [date]. If you haven't seen it after [X] business days, it's worth checking with your bank directly as processing times vary. If there's still a problem after that, let me know and we'll investigate on our end."
Template 3 — Partial refund:
"We've issued a partial refund of [amount] for order #[number]. This covers [reason — e.g., the returned items only / minus the original shipping fee]. You should see it in [X] business days."
Exchanges
Template 1 — Standard exchange:
"We'd love to exchange that for you! Return the original item using our portal [link] and place a new order for the replacement. Or [link to exchange portal] for a direct swap if your store supports it."
Template 2 — Size exchange:
"No problem — let's get you the right size. Start your exchange here [link] and select the new size you need. If your preferred size is in stock, we'll ship it as soon as we receive your return."
Damaged or Wrong Item
Template 1 — Wrong item received:
"That's our mistake and we're really sorry! Please send a quick photo of what you received to [email / upload link] and we'll get the correct item shipped to you right away — no need to return the wrong one."
Template 2 — Damaged item:
"We're sorry your order arrived damaged. Please share a photo of the damage here [or email us at support@] and we'll organise a replacement or full refund straight away. You won't need to return the damaged item."
Pre-Purchase & Product Question Templates
This is where chatbot responses have the highest impact on revenue. A customer asking a product question is actively considering buying. The right response pushes them over the line. A slow or vague one loses the sale. Reducing repetitive pre-purchase questions on Shopify is one of the fastest ways to improve both conversion rate and team efficiency simultaneously.
Sizing & Fit Questions
Template 1 — Size guide link:
"Our sizing runs [true to size / slightly small / slightly large]. For the best fit, check our size guide here: [link]. If you tell me your usual size in [brand] or your measurements, I can help narrow it down."
Template 2 — Conversational fit recommendation:
"For a relaxed fit, we'd suggest sizing up. For a fitted look, go with your usual size. What's your typical size and I'll confirm which works best for [product]?"
Template 3 — No size guide available:
"This item's measurements are: [dimensions]. If you want, share your measurements and I'll help you choose. Alternatively, our team can advise — want me to connect you?"
Product Recommendations
Template 1 — Helping a browser choose:
"Happy to help you find the right one! Are you looking for something more [property A — e.g., lightweight / durable / budget-friendly] or more [property B — e.g., premium / feature-rich]? That'll help me point you in the right direction."
Template 2 — Direct recommendation:
"Based on what you're describing, [product name] is our most popular choice for that. It's [key benefit]. Want me to tell you more, or are you ready to take a look?"
Template 3 — Comparison between two products:
"[Product A] is better if you [use case]. [Product B] is the choice if you [different use case]. Which matters more to you?"
This is another area where AeroChat's ecommerce-trained AI adds real value: rather than working from a static script, it reads your live product catalogue, understands what each item does, and generates a genuine recommendation based on the customer's question — the same way a knowledgeable sales assistant would.
Discount & Promotion Questions
Template 1 — Active promotion:
"We're currently running [offer description]. Use code [CODE] at checkout for [discount amount / percentage]. This offer expires [date] — don't miss it!"
Template 2 — No current discount:
"We don't have an active discount code right now, but signing up to our email list gets you [X]% off your first order: [signup link]."
Template 3 — Student / trade / loyalty discount:
"Yes, we offer a [X]% discount for [students / trade / loyalty members]. You can verify and claim your discount here: [link]."
Product Specs & Materials
Template 1 — Material query:
"[Product] is made from [material]. It's [key property — e.g., machine washable / hypoallergenic / BPA-free]. Full product details are here: [product link]."
Template 2 — Technical specs:
"Here are the specs for [product]: [list key dimensions / weight / compatibility]. Full technical sheet here: [link]. Any specific detail you need that isn't covered?"
Post-Purchase Support Templates
Post-purchase is where loyalty is built — or lost. These templates handle the questions that come after the sale.
Reviews & Feedback
Template 1 — Review request:
"We're so glad you received your order! If you have a moment, a review would mean the world to us — it takes about 30 seconds: [review link]. Thank you!"
Template 2 — Negative feedback recovery:
"Thanks for letting us know — we're really sorry your experience wasn't what you expected. I've flagged this for our team and someone will reach out within [X] hours to make it right."
Loyalty & Rewards
Template 1 — Points balance:
"You currently have [X] points in your account — that's worth [£/$ value] off your next order. Ready to use them? Apply at checkout here: [link]."
Template 2 — How to earn points:
"You earn [X] points for every [£/$Y] you spend. You're [X points] away from your next reward. Keep it going!"
Order Cancellation
Template 1 — Cancellation possible:
"I've checked and your order hasn't shipped yet, so we can cancel it. Confirming cancellation now — your refund will be processed within [X] business days."
Template 2 — Cancellation too late:
"Unfortunately your order has already been dispatched, so we can't cancel it at this stage. Once it arrives, you can return it for a full refund using our returns portal: [link]."
Escalation & Handover Templates
The most damaging chatbot experience is one that tries to handle everything and resolves nothing. These templates hand off gracefully — keeping the customer calm and setting clear expectations for what happens next.
Template 1 — Standard escalation:
"I want to make sure you get the right help with this. I'm passing you to a member of our team now — they'll be with you shortly and have full context of our conversation."
Template 2 — Out-of-hours escalation:
"Our team is offline right now, but I've logged your query and you'll receive a reply by [time / next business day]. You'll get an email confirmation shortly. Sorry for the wait!"
Template 3 — Complaint escalation:
"I'm really sorry this happened — it's not the experience we want for you at all. I've flagged this as urgent and a member of our team will reach out within [X] hours to resolve it personally."
Template 4 — Technical issue / chatbot limitation:
"I don't have everything I need to answer that properly — I don't want to give you inaccurate information. Let me connect you with our team who can give you a definite answer."
Template 5 — Language barrier:
"I'm best in English — apologies if that's not ideal! For support in [language], please contact us at [email] and we'll arrange the right help."
Upsell & Cart Recovery Templates
These work best when they feel helpful rather than pushy. The framing should always be "I thought you'd want to know" rather than "buy more."
Product Page Upsells
Template 1 — Complementary product:
"Customers who bought [product] often pick up [complementary product] too — it [key reason why they pair well]. Want me to add it to your cart?"
Template 2 — Bundle offer:
"We have a bundle that includes [product] plus [add-on] for [price] — saving you [amount] compared to buying separately. Interested?"
Abandoned Cart Recovery
For a full breakdown of how real-time chat reduces cart abandonment, see our guide on reducing abandoned carts with instant replies.
Template 1 — Soft nudge:
"Hey [name] — you left [product] in your cart. Still thinking about it? I'm here if you have any questions before you decide."
Template 2 — Objection-handling:
"Noticed you didn't complete your order. If there's anything holding you back — sizing, shipping time, returns policy — just ask. Happy to help."
Template 3 — Limited stock urgency (only use when genuinely true):
"Quick heads up — [product] in your cart has limited stock remaining. Just wanted to make sure you didn't miss out."
Post-Purchase Upsell
Template 1 — Related product after order:
"Thanks for your order, [name]! Based on what you bought, you might love [product] — it pairs really well. It's [X]% off this week only if you're interested."
Welcome & Greeting Templates
Your opening message sets the tone for the entire conversation. It should be warm, fast to scan, and give the customer a clear sense of what the chatbot can do.
Template 1 — Open-ended (AI-ready):
"Hey there! I'm [store name]'s chat assistant. Ask me anything — products, orders, shipping, returns. I'm here 24/7."
Template 2 — Guided options:
"Welcome! What can I help you with today? → Track my order → Start a return → Product questions → Something else"
Template 3 — Returning customer (requires AI / CRM data):
"Welcome back, [name]! Great to see you again. Can I help with your recent order, or are you browsing for something new?"
Template 4 — Flash sale / promotion greeting:
"Hi! 👋 Quick heads up — we're running [offer] until [date]. Ask me anything or browse the sale here: [link]."
Template 5 — After-hours greeting:
"Hi there — our team is currently offline but I can help with most questions right now. For anything that needs a human, I'll make sure your query is logged and you hear back by [time]."
Static Templates vs AI-Powered Responses: When to Use Each
This is a question most Shopify merchants hit once they've set up their first chatbot. The answer isn't "one is better" — it's that they solve different problems.
Static templates are the right choice when:
The answer never changes (store hours, returns window, shipping carriers)
You have a small product catalogue that rarely updates
You're just starting out and want to get something live quickly
AI-powered responses are the right choice when:
The answer depends on data that changes (order status, stock levels, delivery dates)
You have a large or frequently updated product catalogue
You want responses to use the customer's actual name, order number, and product details automatically
You're receiving a high volume of messages and can't maintain static scripts manually
This is where a tool like AeroChat changes the equation for Shopify merchants. Rather than choosing between a static script and a complex AI build, AeroChat is trained on your entire Shopify store — product catalogue, order history, shipping rules, and return policies — and generates accurate, personalised responses automatically. The templates in this guide become the starting point; AeroChat makes them dynamic.
The practical result: a customer who types "where's my order?" gets a response that includes their actual order number, real-time carrier status, and correct delivery date — not a generic prompt asking them to go check their email. For stores managing a high volume of customer messages, that difference is significant.
Quick Reference: Template Categories at a Glance
Category | Templates in this guide | Best for |
|---|---|---|
Order confirmation | 3 | Immediately post-purchase |
WISMO / order tracking | 4 | Mid-fulfilment queries |
Delivery issues | 3 | Exceptions & problems |
Out of stock | 3 | Browsing & waitlists |
Returns & refunds | 7 | Post-purchase complaints |
Exchanges | 2 | Product fit issues |
Wrong / damaged items | 2 | Fulfilment errors |
Sizing & fit | 3 | Pre-purchase product pages |
Product recommendations | 3 | Discovery & browsing |
Discounts & promos | 3 | Deal-seeking shoppers |
Product specs | 2 | Technical buyers |
Reviews & feedback | 2 | Post-delivery follow-up |
Loyalty & rewards | 2 | Repeat customers |
Order cancellation | 2 | Pre-ship window |
Escalation & handover | 5 | Edge cases & complaints |
Upsells & cart recovery | 4 | Checkout & browse stages |
Welcome & greetings | 5 | First touchpoint |
Frequently Asked Questions
What should a chatbot say when it doesn't know the answer?
Never leave a customer hanging with "I don't understand." A better fallback template: "That's a bit outside what I can help with directly — let me connect you with our team who'll have the answer for you." Always offer a next step rather than a dead end.
How do I make my chatbot responses sound less robotic?
Three quick fixes: use contractions ("we're" not "we are"), keep sentences short (one idea per sentence), and acknowledge the customer's situation before answering. Saying "Happy to help with that!" before jumping into the answer is a small thing that makes a big difference to tone.
Can I use these templates with Shopify Inbox?
Yes — Shopify Inbox supports saved replies which work like static templates. Copy any of these into your saved replies in Shopify Inbox. Note that Shopify Inbox can't auto-fill order data dynamically the way a dedicated AI chatbot can, so the WISMO and order-related templates will need to be sent manually after you look up the order.
How do I personalise these templates automatically without updating them manually?
You need a chatbot platform that integrates directly with Shopify's API. Tools like AeroChat connect to your store data and insert real order details, customer names, and product information automatically — so responses like the WISMO templates above send themselves with the correct information every time.
What chatbot templates work best for clothing stores?
Sizing and fit templates are the highest priority for fashion and apparel. Pair them with a clear link to your size guide in every response. For a full breakdown of chatbot strategy for clothing stores, see our guide on AI chatbots for Shopify clothing stores.
Do I need different templates for WhatsApp and Instagram vs website chat?
The structure is the same, but length and tone should differ. WhatsApp and Instagram users expect shorter, more conversational messages — aim for 1–2 sentences. Website chat can handle slightly longer, more detailed responses. For a full channel comparison, see our guide on managing website chat, WhatsApp, and Instagram together.
Conclusion
Good chatbot responses aren't just polite — they're a direct lever on your conversion rate, refund volume, and customer satisfaction score. The templates in this guide give you a working script for every major customer scenario your Shopify store will face.
Start with the categories that get the most volume in your store. For most merchants, that means order tracking, returns, and pre-purchase product questions. Get those right first, then expand into greetings, upsells, and post-purchase flows.
The next step beyond templates is automation. When your chatbot can answer every order query with the real tracking data, stock levels, and customer name pulled directly from Shopify — without you touching a single template — you stop managing support and start scaling it. That's what AeroChat is built to do: it uses your Shopify store's live data to make every response accurate, personal, and instant — across your website, WhatsApp, and Instagram, all from one inbox.
Try AeroChat free — no setup, no credit card, connected to your Shopify store in minutes. Get Started Free →
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