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Zendesk macros for ecommerce support (Shopify & WooCommerce)
Zendesk macros are the difference between “fast + consistent” and “every agent writes a different answer.” Here’s a practical macro library you can copy‑paste today — built for ecommerce support workflows: shipping updates, returns, refunds, cancellations, verification, and DNR.
Macro packs by ticket category
Use a small set of macro folders and keep names consistent. Your team should find a macro in two seconds.
Shipping macros (WISMO)
Tracking updates, shipping delays, investigations, missing packages.
DNR macros
Delivered but not received, porch piracy, neighbor checks, and clear next steps.
Returns macros
Eligibility, RMA steps, return labels, and the “outside policy” response.
Refund / goodwill macros
Partial refunds, store credit, and apology language that feels human.
Order changes macros
Cancellations and out‑of‑stock options, written for ecommerce realities.
Risk macros
Fraud verification requests and clear explanations that keep customers calm.
Add the order summary at the top of the ticket first, then apply the macro. It reduces mistakes and makes handoffs easier when tickets get escalated.
Suggested Zendesk macro structure
Keep it simple. A clean structure beats a messy “100 macros” setup every time.
Folder structure
- 01 — Shipping: WISMO, delays, investigations, DNR
- 02 — Returns & Refunds: RMA steps, refund timelines, goodwill
- 03 — Order Changes: address changes, edits, cancellations
- 04 — Risk: fraud verification, chargeback language
Using Gorgias instead?
Here’s the Gorgias version: macro packs + variables cheat sheet.
Address change templates
A decision tree + wording for the most common “please change my address” tickets.
Chargeback workflow
Evidence checklist + customer language for chargebacks and disputes.
FAQ
Should macros be short or detailed?
Short by default. Add detail only when it prevents a follow‑up (like what photo you need, or the next step + timeline).
How many macros should I start with?
Start with 10–15. Once your team is consistent, add macros for edge cases (RTS, international customs, backorders).
Do I need Casekit Pro?
Not to get started. Install the free extension first. Upgrade later only if you want unlimited editable macros and packs.