A support reply helps one customer with one next step. A policy clause sets the general rule for everyone. This page gives a clear, self-serve way to decide what belongs in each type of copy for store owners building consistent support messages.
| Support reply | Policy clause |
|---|---|
| Use support replies for a specific case, order status, or next action. | Use policy clauses for reusable rules that should stay consistent across customers. |
| Use on this automation flow when: the shopper needs clear expectations before taking the next step. | |
Plain version: Start with the shopper's question, name the relevant rule, then give the next step without adding a broader promise.
Safer wording: "Here is what this means for your order. If your case falls outside this summary, check the full policy or contact support before purchasing."
This is an educational copy example, not legal advice. Use it as a drafting aid and adapt it to the store's actual operations.