WooCommerce customer support templates: shipping delays, returns & refund updates

WooCommerce support is a mix of Shopify‑style “WISMO” tickets and store‑specific policy questions. The best way to stay fast is to maintain a small library of templates and keep them close to the order page.

What to standardize in WooCommerce support

• Shipping expectations (dispatch time, carrier delay rules, investigation window)
• Returns policy (window, condition requirements, exclusions)
• Refund timelines (processing time + bank time)
• What you ask for every time (photos, address confirmation, order reference)

10 WooCommerce customer support templates

Replace variables like {first_name} and {order_ref}. If you use Casekit, you can auto‑fill values from the WooCommerce order page (classic + HPOS).

1) WISMO (tracking + short answer)

Hi {first_name},

Order {order_ref} is on the way — here is the tracking link:
{tracking_link}

Latest update:
{tracking_status}

If it’s not delivered by {investigation_date}, reply here and we’ll investigate.

Best,
{agent_name}

2) Shipping delay (set expectation)

Hi {first_name},

Thanks for your patience. Your shipment for order {order_ref} is delayed.
The carrier’s last scan shows:
{tracking_status}

We’ll monitor it closely. If it isn’t delivered by {investigation_date}, we will open an investigation and resolve it quickly (replacement or refund depending on the outcome).

Best,
{agent_name}

3) Tracking resend (customer didn’t get email)

Hi {first_name},

Of course — here’s the tracking for order {order_ref}:
{tracking_link}

If anything looks off, reply here and I’ll help.

Best,
{agent_name}

4) Delivered but not received (DNR)

Hi {first_name},

I’m sorry — let’s get this sorted.
Tracking shows order {order_ref} as delivered, but you haven’t received it.

Please confirm:
1) Delivery address
2) Whether you checked neighbours / building reception / safe place
3) The best phone number to reach you

Once confirmed, we’ll open a carrier investigation immediately.

Best,
{agent_name}

5) Damaged item (photo request)

Hi {first_name},

I’m sorry about that — we’ll fix it.
To process order {order_ref}, please send:
• Photo of the damage
• Photo of the packaging
• Photo of the shipping label (if possible)

Once received, we’ll arrange the fastest resolution (replacement or refund).

Best,
{agent_name}

6) Return request received

Hi {first_name},

We received your return request for order {order_ref}.
Your return window is open until {return_deadline}.

Reply with the item(s) you want to return and the reason, and we’ll send the next steps.

Best,
{agent_name}

7) Return approved (instructions)

Hi {first_name},

Your return for order {order_ref} is approved.

Next steps:
1) Pack the item(s) securely
2) Include order reference {order_ref}
3) Ship to:
{return_address}

Once received, refunds are processed within {refund_processing_days} business days.

Best,
{agent_name}

8) Return not eligible (deadline passed)

Hi {first_name},

For order {order_ref}, the return window ended on {return_deadline}, so we can’t accept a return.

If you believe this is a mistake, reply with more details and we’ll review again.

Best,
{agent_name}

9) Refund processed (what to expect)

Hi {first_name},

Good news — we processed the refund for order {order_ref}.
Banks typically take {bank_days} business days to reflect the refund on your statement.

If you don’t see it after that, reply here and we’ll help.

Best,
{agent_name}

10) Exchange option (when allowed)

Hi {first_name},

We can offer an exchange for order {order_ref}.

Please confirm:
• The item you’re returning
• The size/variant you want instead

Once confirmed, we’ll send return instructions and reserve the replacement.

Best,
{agent_name}

Make it faster (without losing the human tone)

1. Keep templates short (2–6 lines + clear bullets)
2. Use one “next step” per reply
3. Auto‑fill names + order refs to avoid mistakes
4. Store your macros near the WooCommerce order page so you don’t tab‑hop

Related guides

• Top 3 WooCommerce helpdesk Chrome extensions — order context + reusable replies (classic + HPOS).
• WooCommerce return macros — A practical return workflow with copy‑paste macros.
• WooCommerce refund templates — Refund workflow + partial refund templates.
• WooCommerce address change workflow — Templates for address change requests before/after shipment.
• WooCommerce helpdesk workflow — Ticket categories + macros for daily support.
• WooCommerce order status macros — plain‑English replies for On‑hold, Processing, Completed.
• WooCommerce digital product support macros — downloads, license keys, access issues.
• Partial refund & goodwill credit templates — wording that reduces repeat tickets.
• International shipping & customs templates — duties, customs holds, stuck packages.

Install Casekit (free): copy an order summary and paste templates in seconds — works on WooCommerce and Shopify.

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