A good chat reply answers the question, gives everything the customer needs in one message, stays polite and says what happens next. Below are reply examples for 30 situations online shops meet most. Copy them and make them your own; the parts in { } are your shop's real details.

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5 rules for replying to customers in chat

Greet the customer by name, so they know a person is looking after them.
Answer what they asked first, then offer anything else.
Put everything they need in one message, such as price, shipping and how to order, so they do not have to ask again.
Say the next step clearly: send the address, send the slip, or wait for the tracking number.
Use the same words across the team, so customers get the same answer from anyone.

Customer chat reply examples for 30 situations

1. A customer writes for the first time

Example: “Hi {customer name}, thanks for messaging {shop name}. Which product are you interested in, or would you like a suggestion?”

2. A customer asks the price

Example: “{product} is {price} baht, shipping {shipping} baht. Order before {cut-off time} and we ship today. Which colour or size would you like?”

Give the price, shipping and the shipping cut-off in one message, so the customer can decide without asking more.

3. A customer asks if it is in stock, and it is not

Example: “Sorry, {product} is out of stock for now. The next batch arrives around {date}. We can tell you as soon as it is in, or you can look at {similar product}, which is ready to ship.”

4. A customer asks for bank details

Example: “You can pay to {bank}, account {shop account number}, name {shop account name}. The total is {total} baht. Send the slip in this chat after paying and we will confirm right away.”

Always send the account name exactly as it is on the account, and the total to pay, so the customer does not transfer the wrong amount.

5. A customer sends a slip

Example: “We got your slip and confirmed {total} baht. Please send your name, address and phone number for delivery.”

Before you send this, check that the money really reached the shop's account; do not go by the slip picture alone. How to check: Fake transfer slips: how to spot one

6. A customer asks about shipping cost and delivery date

Example: “Shipping is {shipping} baht. Orders before {cut-off time} ship today and usually arrive within {days} working days. We will send the tracking number in this chat as soon as it ships.”

7. A customer asks where the parcel is

Example: “We shipped your order on {ship date}. The tracking number is {tracking number}; you can follow it at {carrier link}. If it has not arrived by the expected day, message us and we will chase it.”

8. A customer wants to exchange or return

Example: “Sorry the product is not right for you. We accept exchanges or returns within {days} days of delivery. Please send a photo of the product and a short reason, and we will tell you how to send it back.”

Write the return terms exactly as they appear on your shop page, so everyone on the team answers the same.

9. An unhappy customer or a damaged item

Example: “We are really sorry for the trouble. Please send us a photo of the item and the parcel box, and we will sort it out today.”

Apologise first, do not argue, ask for the evidence you need and give a clear time. If someone else has to decide, hand the chat to that person instead of making the customer wait. Read how in Split chat work across your team

10. A customer writes outside opening hours

Example: “Thanks for your message. We are closed right now and open {opening days and hours}. Leave your question here and an admin will reply as soon as we open.”

11. A customer asked the price and went quiet

Example: “Hi {customer name}, the {product} you asked about is still ready to ship. If you have questions about size or delivery, just ask.”

Follow up once only; several reminders make customers feel pushed.

12. Thanking the customer after delivery

Example: “Thank you for shopping with {shop name}. If you have any questions about the product, message us here. We will let you know when new products arrive.”

13. A customer asks for a discount

Example: “Thanks for your interest! {product} is {price} baht. Buy {quantity} or more and we take {discount} baht off.”

If you don't give discounts, say so plainly and tell them what they get instead, such as fast shipping or a free size exchange.

14. A customer asks about sizes

Example: “Could you tell us your height and weight, or your chest and waist? We'll check the size chart and suggest the size that fits.”

15. A customer asks for more real photos

Example: “Of course. Here are {number} real photos of {product}. Colours may look slightly different depending on your screen.”

16. A customer orders several items and asks about shipping

Example: “For {quantity} items in one order we ship in one box: shipping is {shipping} baht, so the total is {total} baht.”

17. A customer wants to change the address after ordering

Example: “No problem: we haven't shipped yet, and the address is now {new address}.”

If it has already shipped, say honestly that the address can't be changed and offer to contact the courier.

18. A customer wants to cancel an order

Example: “We've cancelled order {order number}. If you have already paid, we'll refund to the account you give us within {days} working days.”

19. A customer paid too little

Example: “We received {amount received} baht. This order is {total} baht, so {amount short} baht is still due. Send the rest with a slip and we'll ship right away.”

Give the amount received, the amount due and the difference. More on how to talk about it: Customer Paid Too Little or Too Much: What to Do

20. A customer paid too much

Example: “We received {amount received} baht, which is {amount over} baht more than the order. We can refund the extra or keep it as a discount on your next order: which would you prefer?”

21. The slip a customer sent can't be found

Example: “Thanks for the slip. We checked with the bank and can't find this transfer yet, and the money hasn't reached our account. Could you check in your banking app that the transfer went through and send the slip from the app again? We'll ship as soon as the money arrives.”

Stay polite, don't accuse, and don't ship until the money is really in your account. Go through it step by step with the transfer slip checklist: 12 checks, free PDF download

22. A customer asks how to use the product

Example: “Here's how to use {product}: {short steps}. We've put the manual in this chat too. If you get stuck, just message us.”

23. A customer asks if the product is genuine

Example: “{product} is genuine. We buy it directly from {source}, and each one comes with {proof, such as a warranty card}. We can send you photos.”

Only mention what you really have. If there's no warranty card, don't say there is.

24. A customer asks about promotions

Example: “Right now we have {promotion} until {end date}: spend {minimum} baht and get {reward}.”

25. A customer needs it fast

Example: “Pay before {cut-off time} today and we'll ship today. Express shipping is {express fee} baht and usually arrives within {days} days.”

26. A parcel comes back or can't be delivered

Example: “The courier says parcel {tracking number} couldn't be delivered. Could you check your address and phone number for us? We'll send it again.”

27. Telling a customer the order has shipped

Example: “Your order is on its way: tracking number {tracking number} with {courier}. It usually arrives within {days} working days.”

Send the tracking number as soon as you ship, so the customer never has to ask.

28. You replied late

Example: “Sorry to keep you waiting. {answer} If there's anything else, just message us here.”

Apologise briefly and answer in the same message; no long explanation needed.

29. Asking for a review after delivery

Example: “Did everything arrive OK? If you like it, we'd love a review at {review link}. If anything isn't right, tell us here first.”

30. A past customer comes back

Example: “Welcome back, {customer name}! Is it {product} this time? Shall we ship to the same address, {short address}?”

What to avoid when replying in chat

Replies that are too short, such as “Yes” or “In stock”, without the price or how to order.
Answering “I don't know” and stopping there; say you will check and when you will reply.
Abbreviations or shop words the customer does not know.
Different answers each time, such as different shipping costs, because each admin types their own.

Save these examples as reply templates in Easyrobin

When the team types these messages from scratch every time, it takes longer and the wording drifts. In Easyrobin, messages you use often live in the reply library and can be picked straight from the chat.

Go to คลังข้อมูล (library), choose คำตอบสำเร็จรูป (reply templates) and press เพิ่มคำตอบสำเร็จรูป (add reply template).
Give it a name and write the message. You can insert variables such as the customer's name and attach images or files, up to 5 items per reply.
Choose the teams that use it; if every team shares it, choose the central team.
In a chat, press + next to the message box and choose คำตอบ (replies), or in a LINE chat type / and a search word at the start of the box to see matching replies.
The message appears in the box; edit it if needed, then press ส่ง (send).

Replies are listed with the most used in the last 30 days first, so the ones your team uses every day stay on top. How many reply templates you can create depends on your plan, shown on the pricing page

Summary

Good customer chat replies share one shape: greet by name, answer the question, give everything in one message and say the next step. Start with the 5 to 10 situations your shop meets most, adapt the wording, and save them as reply templates; your team will reply faster and say the same thing.

30 customer chat reply examples (free download)