Customer Service Scripts for Online Stores and Marketplaces
)
Customer service scripts give your team a tested first draft for the questions that come in every day, so replies are fast and consistent. For marketplace sellers they do one more job: they keep Amazon and eBay messages inside each marketplace's rules. Below are copy-ready scripts by ticket type, each with a marketplace-safe note, plus the phrases to use and the ones to drop.
TL;DR
Write scripts by ticket type. Where is my order, late, lost, damaged, refund status and out of stock cover most of the inbox.
Keep a marketplace-safe version. No emojis, contact details or outside links on Amazon; no email, phone or web addresses on eBay.
Store them as templates with placeholders. Then agents, auto-replies and AI drafts all start from the same approved words.
Customer service scripts by query type
Query type | Script | Marketplace-safe note |
| Where is my order | "Your order {order number} is with {carrier}. The latest update is {latest scan}, and delivery is expected on {estimated date}." | On Amazon, include the tracking link only if it is a secure link needed for the order. |
| Late delivery | "Your order is running later than we promised, and I'm sorry. {Carrier} now expects it on {new date}. I'll message you again on {follow-up date} with an update." | Amazon expects you to tell buyers about delays beyond the stated availability. |
| Lost parcel | "{Carrier} has confirmed your parcel is lost. Would you like a replacement sent today, or a full refund of {amount}? Reply with whichever suits you." | Do not discourage an Amazon A-to-z claim. |
| Wrong or damaged item | "I'm sorry your {item} arrived {damaged / incorrect}. Could you send a photo of the item and the label? Once I have it, I'll arrange {replacement / refund}." | Ask only for what you need to resolve the issue. |
| Refund status | "Your refund of {amount} was issued on {date} to your original payment method. Banks usually show it within {bank time}." | Keep it factual. No promotions. |
| Review request | "If you have a moment, we'd value your honest review of {item}." | Amazon allows one unbiased request per order, with no incentive and no "contact us first if unhappy". |
Personalize scripts with placeholders
Static: "Your order has shipped and should arrive soon. You can track it using the link in your confirmation email."
With placeholders: "Hi {first name}, order {order number} shipped with {carrier} on {ship date} and should arrive by {estimated date}. Track it here: {tracking link}."
The second version answers the question in one message. Use your helpdesk's own placeholder names so the order data fills in automatically.
Apology templates
Subject: Your order {order number} is delayed
"Hi {first name}, your order is late and I'm sorry. {Carrier} now expects delivery on {new date}. If that no longer works for you, reply and I'll cancel and refund it in full."
Subject: Out-of-stock item on order {order number}
"Hi {first name}, {item} sold out before we could ship it, so we have adjusted your order total to {new total}. I'm sorry for the change. The rest of your order ships on {date}."
On Amazon, an out-of-stock message must confirm the order amount was adjusted and give the reason, and you must not ask the buyer to cancel. Amazon also bans emojis, email addresses and outside support channels in buyer messages (communication policy). eBay bars email addresses, phone numbers, web addresses and links in its messages (contact policy).
Book a Free Demo to see scripts stored as templates with order data filled in on every channel.
Customer service phrases that work
Stage | Phrase | Example |
| Opening (chat greeting) | "Hi, I'm {agent}. Which order can I help with?" | Gets the order number in the first reply |
| Clarifying | "Just to check, is it the {item} from order {number}?" | Avoids answering the wrong order |
| Empathy | "That's frustrating when you're waiting on it." | Late gift order |
| Solution | "Here's what I've done: {action}." | Replacement booked today |
| Closing | "Is there anything else on this order I can help with?" | Keeps the ticket open for one more question |
Phrases like these are a skill agents build over time; our list of customer service skills covers the rest.
Phrases to avoid and what to say instead
Avoid | Write instead |
| "That's our policy." | "Our returns window is 30 days. Here's what I can do instead: {option}." |
| "I apologize for any inconvenience." | "I'm sorry your order arrived late." |
| "No." | "I can't do that, but I can {alternative}." |
| "Calm down." | "I understand. Let's get this sorted." |
| "I don't know." | "Let me check and come back to you by {time}." |
The returns window above is an example. Use your own policy.
Phrase banks for common scenarios
Delays: "I'll update you every {2 days} until it arrives." "The carrier's latest scan was {date} in {location}."
When you don't know yet: "I've asked {carrier/warehouse} and will reply by {time} today." "I don't want to guess, so I'm checking."
Handing over: "I'm passing this to {name} in our {team}, who can approve this. They'll reply by {time}." "You won't need to repeat anything; they can see this conversation."
For tense conversations, see our guide to turning an angry customer around.
Saying no, and turning scripts into templates
A no lands better with an alternative attached:
Refund outside the window: "That order is outside our {30-day} window, so I can't refund it, but I can offer an exchange or store credit of {amount}."
Cancellation after dispatch: "It has already shipped, so I can't cancel it. When it arrives, start a return and I'll refund it once it's back."
Store scripts as templates in your helpdesk, not in a shared document. Tag each by query type and channel, keep the marketplace-safe version alongside, and review them when a marketplace rule changes. The same templates can power auto-replies and AI-drafted responses, so every route starts from approved wording.
Pertemba Global, which supports marketplace brands across Europe, America and Asia, uses eDesk message templates in its core support languages with auto-translation. It reached 97.6% SLA compliance within 24 hours during its peak sales season.
Key takeaways
Write customer service scripts by ticket type, starting with your ten most common questions.
Use placeholders so each reply carries the real order number, carrier and date.
Keep a marketplace-safe version that follows Amazon and eBay messaging rules.
Replace stock phrases with specific ones, and always pair a no with an alternative.
Store scripts as helpdesk templates so agents, auto-replies and AI use the same words.
Start for free and load your scripts as templates across every channel.
Build your script library this week
Pull last month's tickets and list the ten questions you answer most. Write one script for each, add placeholders, and create a marketplace-safe version for Amazon and eBay. Load them as templates in your helpdesk, then ask agents which ones they edit most and fix those first. Good customer service scripts read like your best agent on a good day, and they get better each time someone improves one. For the wider plan, see our customer service strategy guide and our ecommerce customer service page.
Frequently asked questions
1. What are the best customer service scripts?
The best customer service scripts answer one question completely, use the customer's order details, and offer a next step. For ecommerce, start with where is my order, late delivery, lost parcel, damaged item, refund status and out of stock.
2. What are customer service scripts?
They are pre-written replies for common questions that agents adapt before sending. In a helpdesk they are stored as templates with placeholders for order data.
3. Can AI reply using customer service scripts?
Yes. AI can draft replies from your approved templates and fill in order details. Review AI replies on refunds, disputes and complaints before they go out.
4. How do you apologize to a customer?
Name the problem, say sorry once, and state what you have done to fix it. "I'm sorry your order arrived late. I've refunded the shipping" works better than a general apology.
5. Can I use the same script on Amazon and eBay?
Use the same core wording, but remove emojis, outside links and contact details for Amazon, and email addresses, phone numbers and web links for eBay.
Author:
)