GUIDE · SAVED REPLIES

Useful macros without turning support into a robot.

A macro is not a universal automated answer. It is an approved draft for one defined situation, with visible variables and an escalation path when facts are missing.

1. Delayed order

Acknowledge the delay, identify the order, explain the next check and set a realistic update time. Do not promise a refund or replacement before verifying the status and applicable policy.

Hi {{customer_name}}, we are sorry order {{order_number}} is delayed. We are checking its status with {{carrier}} and will update you by {{next_update_at}}.

2. Return requested

Confirm what information is required, link to the current policy and never say a return is approved before checking the window, item condition and exceptions.

Thanks for contacting us. To review the return for {{order_number}}, please confirm {{required_information}}. We will reply within {{review_time}} under our published policy.

3. Address change

Treat this as a risk-sensitive operation. If the order has already been prepared or shipped, the macro must stop and escalate to a person.

We can review the change, but cannot confirm it yet. A team member will check the order status and reply by {{deadline}}.

Quality rule

Every macro needs a trigger, owner, variables, prohibited cases, review date and tests for both a normal and an edge case.

Never automate: fraud, privacy, chargebacks, threats, security, legal exceptions or unauthorized financial commitments.

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