Ask for destination only when relevant.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Free shipping code not working template
Reply when a customer says a free shipping code does not apply.
Copy-ready template
Subject: Checking the shipping code
Hi {{customer_name}},
Thanks for the note. I am sorry the shipping code did not apply as expected.
Please send the code, destination country or region, and any checkout message shown. We will review the details and reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Do not guarantee shipping discount availability.
Keep the reply calm, specific, and aligned with your store policy.
Keep the message short and helpful.
Keep the reply calm, specific, and aligned with your store policy.