For E-Commerce Coordinators ·
What you'll accomplish
Your 10 most common customer situations (WISMO, damaged item, return request, negative review) handled with a paste, a quick personalization, and a send in under 60 seconds each. This guide builds the complete on-brand template library that makes that possible.
What you'll need
I'm going to ask you to write customer service response templates for my e-commerce brand [Brand Name]. We sell [product type]. Our brand voice is [adjective 1: e.g., warm and friendly / professional / casual and direct].
Key policies:
- Returns accepted within [X] days
- Refunds processed within [X] business days
- We offer free replacement for damaged items
- We don't cover return shipping unless it's our error
Please confirm you understand these policies before we start.
What you should see: Claude confirms understanding of your brand and policies. Troubleshooting: If Claude writes generic responses, add "our customers are [describe customer type], use language that resonates with them."
Please write professional customer service response templates for these 10 situations:
1. Customer asking where their order is (WISMO)
2. Customer says item arrived damaged
3. Customer wants to return an item
4. Customer says they received wrong item
5. Customer says item doesn't match description
6. Customer hasn't received refund yet
7. Customer is requesting a discount on future order
8. Customer left a 2-star review and emailed
9. Customer says Amazon tracking shows delivered but they didn't receive it
10. Customer wants to know if item is in stock
For each: write a response under 150 words. Include a [ORDER NUMBER] placeholder. Keep responses warm but professional. End each with our customer service team name.
WISMO response:
Write an Amazon WISMO response for: order placed [date], tracking shows "in transit," estimated arrival [date]. Under 100 words. [ORDER NUMBER] and [TRACKING LINK] placeholders.
Damaged item response:
Write a response to a customer whose item arrived damaged. Offer: immediate replacement or full refund, their choice. Ask for a photo for our records. Under 120 words.
Return request:
Write a response confirming a return request. Return window: 30 days. Customer covers return shipping unless our error. Process time: 5-7 days after receipt.
Review response (public):
Write a public response to this review: [paste review]. Under 100 characters. Acknowledge, apologize, invite offline resolution.