Quick Response templatesUpdated a month ago

We've gathered the top Quick Responses that shoppers use the most across our entire customer base and below are several templates to get you started.

These are:

• What's your shipping policy?
• How do I manage my subscription?
• Where can I get a discount?
• How do I make a return?
• Returns & Exchanges
• Size & Fit

Choose the relevant ones and replace the bolded text with details for your business.

You can also check out templates that members of the Gorgias community shared and explore those specific to your industry in the Automation Power Kit by Brandon Amoroso.

Templates

Orders and delivery

What is your shipping policy?

We offer [Short description of your shipping policy. Example: we offer free shipping if you have a subscription or spend at least $50].

You should expect to have your order within [days] business days. You can track your order status by clicking 👉 here [link].

If you have any further questions about our shipping & return policy, please see this page [link] or contact us [link].

Where is my order?

You can get the status of your order on our tracking portal [link]. Please have your [information required. Example: email, order number]. ✨

If your order has already shipped, you can track it using the order tracking number sent in your confirmation email.

Can I cancel or change my order?

You can cancel or change your order within [time. Example: 24 hours] of placing it. If you want to cancel or change your order, you can do so on our Tracking portal [link]. [Note: You may need to have the “Cancel” option activated in Order Management to support automated cancelation].

How do I return an item? 

• Option 1: You accept returns

We're sorry to hear that you'd like to return your item. You can start your return 👉 here [link to return portal]. Please have your [necessary information for return. Example: order number and email used for the order] ready ✨

What items can be returned?

[List of items that can be returned] 

After we receive your return, it takes approximately [days] business days to issue your refund. Find more information about our Return Policy 👉 here [link].

• Option 2: You accept returns in limited situations

We're sorry to hear that you'd like to return your item. Unfortunately, as our products are [reason why product can’t be returned. Example: perishable], we do not accept returns unless there is an issue with quality, damage during shipment, or missing or wrong items.

If that’s the case with your order, please take a photo of the item and send it with your order information to our support team [link to the Help Center or support email] within [time. Example: 5 days] of purchase. We will either send a replacement or issue a refund within [time. Example: 48 hours].

Are there any return fees?

• Option 1: You offer free returns

We offer free returns within [time. Example: 15 days] of purchase. Find more information about our Return Policy 👉 here [link].

• Option 2: You don’t offer free returns

[Consider adding a short explanation for businesses with restricted return policies. Example: our product is personalized so reselling returned items is more difficult].

We charge a return fee of $[fee amount] to cover shipping and handling of your return. Find more information about our Return Policy 👉 here [link].

How often do you restock?

We restock every [frequency Example: 10 days, 3 months].

Subscribe to our newsletter [link] and follow us on [link to social media] to get updated on restocks and product availability.

Commercial offers (discounts, loyalty programs)

Do you have any discounts?

Join our rewards program [link] now to earn points on every purchase ⭐️ You'll save $[amount] for every [X] points. Apply points at checkout to receive direct discounts on your order. You can also get a discount if you refer a friend [link]: they’ll get $[X] off and you’ll get $[Y] off.

We have a limited-time discount code [discount code] available until [expiration date]. Simply enter the code at checkout to receive a $[X] discount. Don't miss out! 💰🎁

Do you have a rewards program?

Yes, join our rewards program [link] now to earn points on every purchase ⭐️ You'll save $[amount] for every [X] points. Apply points at checkout to receive direct discounts on your order.

Product and brand

How do I pick the right size?

See our 👉 size chart [link]. 👕📏

How is [product name] different from other products on the market?

Our products are [insert your product marketing text here]. Please refer to our product page [link] for detailed information on each product.

What type of ingredients do you use?

Our products are made from [insert relevant text from the product description]. Please refer to our product page [link] for detailed information on each product.

What's your mission at [brand name]?

[Insert the relevant text]. To find out more about what we do at [brand name] visit our [page name and link].