Saved replies are useful when they shorten typing without hiding the buyer's actual question. A stock answer about the wrong size or a delivery promise the shop cannot keep can create more work than writing from scratch.

Use the examples below as starting wording. Replace bracketed fields with verified information, remove sentences that do not apply and use the buyer's relevant product or order context. These are original illustrative templates, not transcripts from actual customers.
1. Product and stock questions


	

		

			
Situation
			
Reply to adapt
			
Check before sending
		
		

			
Availability
			
“Which [size, colour or model] and quantity do you need? I will check that exact variant.”
			
If availability is already verified, answer directly instead of asking again
		
		

			
Bundle contents
			
“The [exact bundle] includes [verified items]. The [accessory] is [included or sold separately].”
			
Match the listing variant and the actual packed contents
		
		

			
Compatibility
			
“What is your [device model or required measurement]? The answer depends on that detail, so I do not want to recommend the wrong variant.”
			
Use an approved compatibility source, not a similar product
		
		

			
Choosing between variants
			
“The main difference is [verified difference]. For your stated use, [option] may fit because [relevant reason].”
			
Do not recommend beyond the information the buyer has supplied
		
	



If a shopper says “this one”, inspect any product card or listing reference available in the conversation. When the context is missing, ask for the item rather than assuming the buyer means the most popular product.

Do not describe a reply as real-time stock information unless the stock was actually checked through an appropriate current source. A static FAQ entry is not a reservation system.

2. Price and promotion questions


	

		

			
Situation
			
Reply to adapt
			
Check before sending
		
		

			
Voucher not applying
			
“Which voucher and item are you trying to use? Please share the voucher name or the checkout error, with payment details hidden, so I can check its conditions.”
			
Identify the exact offer, minimum spend and participating item
		
		

			
Asking for an extra discount
			
“The currently approved offer for [item] is [offer]. I can check whether another approved option applies to your order.”
			
Do not invent a discount or imply supervisor approval already exists
		
		

			
Price differs from a previous message
			
“Let me compare the same variant and offer period. Which listing or earlier offer are you referring to?”
			
Keep platform vouchers, shop offers and product prices separate
		
	



Answer a promotion question from the current terms. A screenshot of an old live session or a previous campaign is evidence to investigate, not automatic proof of an entitlement. If a price adjustment needs approval, explain that it is being checked.

Avoid false scarcity. “Only one left” should not be used as a conversion technique when the shop has not verified the stock.

3. Dispatch and delivery questions
For dispatch timing, use: “For [item or order], the current verified dispatch information is [information]. Dispatch is the handover to the carrier; the delivery estimate is shown separately for the order.”

For a deadline-sensitive purchase, use: “You need this by [date]. The current estimate is [verified estimate, if available], but I cannot guarantee arrival by that date. Please consider that before ordering if the deadline is essential.”

For stalled tracking, use: “The latest tracking event is [event] on [date]. I am checking [specific next step] with [responsible team]. We will update you by [achievable time], even if the investigation is still in progress.”

Keep the order and carrier facts current. Do not convert a warehouse packing target into a guaranteed delivery date. If no reliable estimate is available, say what you can verify and who will make the next check.

4. Cancellation and after-sales questions


	

		

			
Situation
			
Reply to adapt
			
Required boundary
		
		

			
Cancellation request
			
“I will check the order status and the cancellation options available for it. Please also review the order page for the current platform option.”
			
Do not promise cancellation before checking the actual workflow
		
		

			
Missing or wrong item
			
“I am sorry about the issue. Which item is affected? Please share relevant package or item photos where available so we can compare them with the order.”
			
Collect relevant evidence without asking for unnecessary personal information
		
		

			
Damaged item
			
“Please tell us what is damaged and provide clear relevant photos if available. We will review the order and the applicable after-sales route.”
			
Follow the current platform process; do not ask the buyer to abandon a legitimate claim
		
		

			
Refund status
			
“The verified status is [status]. The next action is [action], owned by [team]. We will update you by [time].”
			
Distinguish a submitted request, an approval and a payment actually processed
		
	



If a buyer reports a safety concern, do not continue an ordinary troubleshooting script. Follow the business's safety escalation procedure and avoid advice that could expose the customer to further harm.

5. Handoff without making the buyer start again
Use a concise transfer message: “I have recorded that [accurate summary]. A teammate needs to review [specific issue]. I am passing on the details already supplied, and [team] will update you by [realistic time].”

Before sending, make sure the receiving route exists and someone will monitor it. “Transferred” is not a completed service outcome. Keep the next owner and commitment visible.

For AI use, attach the facts and conditions behind each template to approved knowledge. The assistant should ask for missing information or transfer uncertainty rather than filling brackets with invented details.

6. Keep the library usable
Name saved replies by task, such as “bundle contents check” or “tracking update”, rather than vague labels like “general reply 7”. Give each template a product or policy owner and review it when the underlying source changes.

Duoke's supported reply and knowledge workflows can help a team reuse approved information across connected stores. Test the wording on real questions and keep exceptions with an accountable person.