Support reply example
Shopify exchange request reply for custom product buyer
Use this page when a custom-product buyer needs approval, change cutoff, delivery, and return limits in support replies. The reply should ask for the right facts, explain the next support step, and avoid unsupported promises.
Paste-ready support reply
A buyer asks for an exchange.
Thanks for asking. Exchange options depend on item eligibility, condition, timing, and available inventory. Send the order number, current item, requested replacement, and any size or variant details. For custom product buyer, keep the reply tied to the published policy and current order details instead of making a broad promise.
Replace this example with the store's actual order, policy, delivery, product, support, and privacy details. This is self-serve copy guidance, not legal advice or a promise of a specific support outcome.
Facts to request
Order Number
Ask for this detail only when it is relevant to the support process and the store's published policy.
Requested Replacement
Ask for this detail only when it is relevant to the support process and the store's published policy.
Inventory Or Eligibility
Ask for this detail only when it is relevant to the support process and the store's published policy.
Claims to avoid
- always exchangeable claims
- unclear refund impact
- Fake reviews, fake user counts, hidden pricing, or official Shopify affiliation claims.
- Promises of traffic, ranking, sales, conversion, legal, tax, safety, fulfillment, carrier, or platform outcomes.