Support reply template bank / home decor / exchange request
Free Shopify support copy template
Home Decor exchange request support reply template for Shopify stores
Use this page when a home decor buyer asks about exchange request. It gives you a plain-English response, a safer expectation-setting note, and a quick checklist you can adapt inside your helpdesk or email tool.
Paste-ready support reply
Subject: Exchange request next steps
Hi {{customer_first_name}},
We received your exchange request. We will check whether the requested option is available and whether the original item is eligible under the exchange policy.
Please confirm the replacement size, color, or variant you prefer so we can review the request accurately.
For reference, the relevant policy page is: {{policy_link}}
Thanks,
{{store_name}} Support
Before sending
- Replace placeholders with true order, tracking, policy, or product details.
- Only promise what your policy and operational status support.
- Link the customer to the exact policy page when returns, refunds, subscriptions, privacy, or delivery timing is involved.
- Remove any sentence that suggests Shopify endorses the message or store.
Plain boundary: Starter Fix Sprint is not affiliated with, endorsed by, or sponsored by Shopify.
Support reply decision notes
| Field | Recommended wording guardrail |
|---|---|
| Customer intent | exchange item for a lamp, textile, or room accent |
| Best tone | warm and practical; acknowledge the concern before explaining the process |
| Use when | A home decor buyer asks about exchange request and needs a clear next step |
| Do not say | Do not promise inventory before checking stock. |
Short version
Thanks for checking in. We are reviewing exchange request for your order and will reply with the next available policy-based step.
Warmer version
I understand why you reached out. We are checking the order details carefully so we can give you an accurate answer instead of guessing.
Escalation version
If the usual support path does not fit this case, we can escalate it internally and explain what information is needed next.
Related free resources
Browse the full bank or use the downloadable data files if you are building internal macros, helpdesk snippets, or a content QA checklist.