Resources
Reply templates by scenario
Free copy-paste libraries for the tickets that fill an ecommerce inbox. Organised by the situation rather than by keyword, so you can find the one you need mid-conversation.
Template hubs
Shopify customer support templates
12 replies for refunds, cancellations and address changes.
Gorgias macros library
Macro packs and a variables cheat sheet for Shopify support teams.
Zendesk macros library
15 ecommerce macros plus a folder structure that stays searchable.
Returns templates
Return requests, refunds and exchanges.
Shipping templates
Delays, lost parcels and customs holds.
Every template guide
Where is my order email template: 8 WISMO replies that work
Delivered but not received: workflow + templates (DNR)
How to reduce WISMO tickets before they happen
Shipping reply templates: delays, tracking & missing parcels
International shipping & customs templates
Return-to-sender (RTS) support playbook
Backorder & preorder support macros
Damaged item support workflow: photo checklist + templates
Wrong item received / missing item email templates
Partial refund & goodwill credit templates
Shopify cancellation macros: partial cancellations & out-of-stock replies
Shopify order edits & address changes: workflow + templates
Shopify fraud / verification macros
Shopify chargeback support workflow: evidence + templates
Shopify purchase orders support: B2B workflow + templates
WhatsApp and Instagram DM support templates
Help Scout saved replies: ecommerce templates
Templates solve the writing, not the checking. The slow part of a WISMO reply is confirming what is actually true for that order. CaseKit picks the scenario from your Shopify data before you choose any wording.
Skip the template picker entirely
CaseKit selects the scenario from the real fulfillment state and fills in the order details.