Shopify Saved Replies: Setup and 10 Examples

Shopify calls saved replies “quick replies,” and they only work inside Shopify Inbox. For support email you need Gmail templates (or your email provider’s equivalent). Both are fine for questions with one fixed answer, and both break down once a reply needs the customer’s order details.

This post covers setup for both, 10 print-on-demand replies you can paste, and a checklist for when copy-paste stops working.

How do you set up saved replies in Shopify Inbox?

Shopify says you can create quick replies for messages you frequently send to customers. Each one has a shortcut and a message.

On desktop, the path is Shopify Inbox on the web, then Settings, then Quick replies, then Create quick reply. From there:

1. In the Shortcut field, enter the shortcut for the quick reply.
2. In the Message field, enter the quick reply text.
3. Click Save.

In the Shopify Inbox mobile app, the path is your profile image, then Quick replies, then the + icon.

A few details that matter:

• You can enter only one word for a shortcut, so use names like tracking, address or misprint.
• On desktop, click the lightning bolt icon in the message bar and select a quick reply.
• On mobile, you type the shortcut in the Inbox app. If it matches, the quick reply is displayed above the messaging window, and you tap it to use it.
• To edit one, make your changes and click Save. To delete one, click Delete quick reply, then Delete.
• Quick replies don’t influence the Inbox agent’s automatic responses. They are only for messages you send yourself.

How do you save replies for support email in Gmail?

If your customers write to your support address, quick replies in Inbox won’t help. Gmail’s version is templates, and they are off by default.

To turn them on, go to Settings, then See all settings, then Advanced. Next to Templates, click Enable, then Save Changes.

To create one:

1. Write the message in a compose window.
2. Click More options, then Templates.
3. Click Save draft as template, then Save as new template.

To use one, start a message in a compose window, go to Templates, and choose a template under “Insert template”. Then compose the rest of your message. That last step is the important one, and I come back to it below.

Two warnings from Google’s help page. It says you can only turn on and use message templates from Gmail on your computer, so I would not plan on using them from your phone. And once you delete a template, you can’t recover it. Keep a master copy of your replies in a doc.

	Shopify Inbox quick replies	Gmail templates
Channel	Shopify Inbox messages	Email
Phone	Inbox mobile app	Computer only, per Google
How you call one up	One-word shortcut, or lightning bolt on desktop	Templates, then Insert template
Turned on by default	Created in Inbox settings	No, enable in Advanced settings
Deleted ones	Delete quick reply, then Delete	Can’t be recovered

What should a good saved reply look like?

In my stores, the replies that survive copy-paste have three things in common:

• They answer one situation only.
• The order-specific parts are obvious blanks, written as [Placeholders], so I can’t send one by accident.
• They state what happens next and when.

Everything below follows that pattern. Replace the brackets before sending.

10 saved replies for print-on-demand stores

The supplier notes below use Printify because that is the supplier I use in my stores. Printful, Gelato and others have their own claim windows, so check yours before you copy a deadline. For Printify, the source is its terms of service (last updated September 17, 2026, as of October 2026).

1. Where is my order (shipped)

Hi [First name], thanks for checking in. Your order [Order number] shipped on [Ship date] with [Carrier]. Your tracking number is [Tracking number] and you can follow it here: [Tracking link]. Carriers usually update tracking within a day of pickup, so if it shows no movement yet, check again tomorrow. If it hasn’t moved by [Date], reply here and I’ll look into it.

2. Where is my order (still in production)

Hi [First name], your order [Order number] is still in production. Items are made after you order, and yours is expected to ship by [Date]. You’ll get a tracking email as soon as it leaves the print facility. Nothing is wrong with your order.

More wording for these two: 4 “Where Is My Order” Email Templates.

3. Change of shipping address

Hi [First name], I can update the address on order [Order number] as long as it hasn’t shipped. Please confirm the full new address exactly as it should appear: [Address request]. Once an order is on its way, I can’t change it, so reply as soon as you can.

Timing decides this one. The full process is in How to Change a Shipping Address on Shopify.

4. Damaged or misprinted item

Hi [First name], I’m sorry your order arrived [damaged / misprinted]. Please send a clear photo of the item and of the packaging, plus your order number. Once I have them, I’ll [reprint / refund] it. Please send these by [Date].

It asks for photos because Printify’s terms say users must first contact Printify Merchant Support within 30 days of product delivery, and provide all relevant materials for the investigation. More wording: Damaged Item Email Template.

5. Customer ordered the wrong size or color

Hi [First name], thanks for letting me know. Your order [Order number] was placed as [Size/Color], which is what we printed and shipped. I can’t reprint it for free, but I can offer [Your option, e.g. a discount code for a replacement]. Let me know if you’d like that.

Printify’s terms say it cannot be held responsible if the customer ordered the wrong size or color, so any goodwill gesture comes out of your margin.

6. Not delivered after a long wait

Hi [First name], I’m sorry your order [Order number] hasn’t arrived. Tracking shows [Status]. I’m opening a claim with our production partner now and will update you by [Date].

Check the clock first. Printify sets the not-delivered threshold at 30 calendar days for domestic US or regional EU orders, and then you have 1 week to contact Printify Merchant Support to be eligible for a reprint or refund.

7. Lost in transit

Hi [First name], tracking for order [Order number] has stopped at [Last scan] on [Date], so I’m treating it as lost. I’m [reshipping it / refunding it] and will send you the new tracking number once it’s available.

Don’t promise a replacement before you check with your supplier. Printify says it will investigate and may provide replacements when appropriate, which is discretionary. More on this case: Lost Package Email Templates.

8. Tracking says delivered, customer says no

Hi [First name], tracking shows order [Order number] delivered on [Date] at [Time/Location]. Could you check around the entrance, with neighbors, and with anyone else at your address? Packages are sometimes left in a different spot. If it still isn’t there by [Date], reply and I’ll open an investigation.

Printify’s terms cover the case where tracking says delivered but the order is reported as not received. They say Printify reserves the right to refuse a free of charge reprint or a refund, which is why this reply is slow and polite instead of an instant yes. See Package Marked Delivered but Not Received.

9. Wrong or incomplete address, order came back

Hi [First name], order [Order number] couldn’t be delivered because the address on file was [incomplete / incorrect]: [Address as entered]. I can send it again to a corrected address. Reshipping costs [Amount], which I’d ask you to cover. Please confirm the correct address and I’ll arrange it.

Printify’s terms say the merchant bears reshipment costs when delivery fails because of an invalid or incorrect address. Whether you pass that on is your call. More: Package Returned to Sender.

10. Change request after production started

Hi [First name], your order [Order number] is already in production, so I can’t change [Item/Design]. I can [Alternative, e.g. help you place a new order with the change]. Let me know how you’d like to proceed.

Full wording and options: Customer Wants to Change Order After Production Started.

When do saved replies stop scaling?

You have outgrown copy-paste when most of these are true:

• You fill in the same blanks on every send. Tracking number, ship date and order number come from the order, and you look them up by hand.
• You edit the reply every time. If you rewrite half of it to fit the situation, the template is just a starting point.
• You need to check the order before you can answer. Unfulfilled or shipped, which item, which address. A static reply can’t know.
• You keep several near-duplicate versions. One for “shipped,” one for “shipped, international,” one for “shipped, but tracking stalled.”
• Replies sit unanswered until you’re at a computer. Google says Gmail templates work only on your computer.
• Your tone drifts. After your fortieth email, the template gets trimmed and the voice goes with it.

One more limit applies to Inbox. The customer profile there can show relevant order details, but with new customer accounts, a customer who hasn’t signed in appears as “Shop visitor.” That profile doesn’t include an email address, phone number, cart, or order details. Then you are back to searching for the order by hand.

If you only get a handful of emails a week, none of this matters. Keep the templates. If you are spending your evenings on “where is my order,” read Customer Support for Solo Shopify Sellers first.

What replaces saved replies?

The next step up is a draft built from the order instead of pasted over it. For email, LzyReply on the Shopify App Store looks up the customer’s Shopify order (status, tracking, items, shipping address) and drafts a reply in your store’s brand voice. You approve it with one click, or edit it first. It is email only, and it can’t change supplier orders or issue refunds on its own.

You can also keep your saved replies as a reference. They make good example replies for teaching a tool your voice, as covered in How to Train AI on Your Brand Voice for Support.

A simple way to start this week

1. Turn on Gmail templates and save replies 1, 2 and 3 first. They cover most “where is my order” traffic.
2. Add 4 through 9 once you see those cases in your inbox.
3. Track which ones you edit most. Those are the ones that have outgrown copy-paste.
4. Keep a master copy of every template in a document.