Delays, lost packages, tracking, address corrections, returns.
Shipping delay: proactive
Carrier-side delay. Notify customer before they ask.
Open →Lost package: replacement
Tracking shows delivered but customer never received. Send replacement.
Open →Damaged item: replacement
Item arrived broken. Ship replacement, no return required.
Open →email · chat
Address correction: pre-ship
Customer realises wrong address before order ships.
Open →Address correction: already shipped
Customer requests address change after carrier has the package.
Open →email · chat · sms
Tracking link: first reply
Customer asks where their order is. Send tracking + ETA.
Open →Return label: sent
Customer wants to return; provide prepaid label and instructions.
Open →Return rejected: condition
Returned item not in resellable condition; reject refund.
Open →Customs delay: international
International order held in customs.
Open →Cannot ship to region
Customer in restricted region asks about shipping.
Open →Build a real macro library. Not a Google Doc.
SupportWire's macros learn from your replies. Variables auto-fill. AI suggests the right one.