Replying to customer comments: 15 templates to copy

Questions about price

Answer in public: “DM for price” puts most people off, and others reading the comments have the same question.

• “Hi [name]! It’s [price]. Want us to hold one for you?”
• “Thanks for asking! [Product] is [price], available in [sizes or colors].”
• “It’s [price] each, or [price] for two. Send us a message to order.”

Availability and shipping

• “Yes, it’s still available in [size or color]! You can order through [link, DM, phone].”
• “We ship to [areas] in [lead time], for [shipping price]. Where are you based?”
• “It’s sold out right now, but it’s back on [date]. Want us to let you know?”

Bookings

• “We’d love to! We have openings [day] at [times]. Message us to book yours.”
• “We’re open [days], [hours], at [address]. See you soon!”

Compliments

A compliment deserves a real reply, not just a heart: it’s what makes others want to comment.

• “Thank you so much, [name], that made our day!”
• “Thank you! What was the occasion?”
• “Thanks for your trust, hope to see you again soon!”

Complaints and unhappy customers

Reply fast, in public, calmly, then offer to continue privately. Never argue about details under the post.

• “Hi [name], we’re sorry about this. Could you message us your order number? We’ll sort it out today.”
• “Thanks for letting us know. That’s not the experience we want for you: we’re reaching out privately to fix it.”
• “We understand your disappointment. Send us a message and we’ll look at what happened together.”

Save time without losing your tone

Keep these templates in a note on your phone, with your real details filled in. In Relay, just write “reply to my comments”: the assistant reads your recent posts, drafts a reply to each comment with your information, and you approve before anything is sent.