Good macros feel “personal” even though they’re repeatable. The difference is usually one thing: variables (customer name, order number, tracking link, refund timeline…).

This cheat sheet is written for Gorgias workflows, but the idea works anywhere: build your macros around a small set of variables you can reliably grab from Shopify or WooCommerce.

The 8 variables that make macros feel human

If you only standardize one thing this week, standardize these.

• {first_name} — greeting that doesn’t sound like a robot
• {order_ref} — the anchor that prevents confusion
• {items} — what the customer actually bought
• {tracking_link} / {tracking_number} — the “prove it” detail for WISMO
• {refund_amount} + {refund_timeline} — reduces “where’s my refund?” follow‑ups
• {return_window} — sets policy without sounding harsh
• {support_signature} — consistent sign‑off (name + team)

Shopify vs WooCommerce: where to pull each variable

You don’t need a complicated setup. In most teams, the agent is already looking at the order page — you just want a consistent way to copy the right fields.

• Shopify: order status, fulfillment status, tracking, tags, timeline/notes
• WooCommerce: order status, payment status, customer note, shipping info, refunds

Keep your placeholders consistent across macros (same variable names everywhere). When you do, agents stop “editing templates” and start just choosing the right macro.

Copy‑paste variable blocks (drop these into macros)

1) Order summary block (works for any ticket)

Order: {order_ref}
Customer: {customer_full_name} ({customer_email})
Items: {items}
Total: {order_total}
Status: {order_status}
Tracking: {tracking_number} — {tracking_link}

2) Refund block (reduces repeat contacts)

Refund processed: {refund_amount}
Expected timeline: {refund_timeline}
Payment method: {payment_method}

3) Address confirmation block (before you edit anything)

Current shipping address on file:
{shipping_address}

Requested change:
{requested_address}

3 example macros that use variables well

These are intentionally short — the goal is to answer the question and tell the customer what happens next.

1) Shipping delay (clear next step)

Hi {first_name},

Thanks for checking in.
For order {order_ref}, the latest tracking update is:

{tracking_number} — {tracking_link}

If tracking doesn’t move by {followup_date}, reply here and we’ll open an investigation / replacement depending on what the carrier confirms.

Best,
{agent_name}

2) Partial refund (states amounts + timeline)

Hi {first_name},

All set — we processed a partial refund for order {order_ref}.

Refund amount: {refund_amount}
Timeline: {refund_timeline}

You’ll see it back on the original payment method. If you don’t see it after that window, reply here and we’ll help.

Best,
{agent_name}

3) Cancellation (friendly + decisive)

Hi {first_name},

Got it.
Order {order_ref} is currently {order_status}. Here are your options:

1) If it hasn’t shipped, I can cancel immediately and refund {refund_amount}.
2) If it already shipped, we can start a return once it arrives.

Tell me which option you prefer and I’ll take care of it.

Best,
{agent_name}

Make variables safer: add fallbacks

Real life is messy: sometimes there’s no first name, no tracking yet, or the customer used a different email. Add one “fallback sentence” to the macro so the agent doesn’t have to rewrite it.

• If {first_name} is blank, use “Hi there,”
• If tracking is blank, say “Tracking will be emailed as soon as it ships.”
• If refund timeline varies, use a range: “Typically 3–10 business days.”

Where Casekit fits (Gorgias teams)

Gorgias makes it easy to store macros — the slow part is often collecting order context (and double‑checking you’re on the right order). Casekit’s free extension sits next to the Shopify/WooCommerce order page and copies a clean, ticket‑ready summary you can paste into Gorgias with your macro.

Related guides

• Gorgias macros for Shopify & WooCommerce — ready templates for refunds, returns, shipping.
• Shopify cancellation macros — partial cancels + out‑of‑stock replies.
• WooCommerce order status macros — plain‑English status replies.
• Partial refund & goodwill credit templates — wording that reduces repeat tickets.

Want your macros to feel personal (without extra typing)?
Install the free Casekit extension to copy order details in one click, then paste your Gorgias macro with the right variables.

Add to Chrome (free) See how it works