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Templates7 min readNov 2, 2026

Black Friday and Cyber Monday replies: 16 customer service templates

Delayed orders, sold-out products, codes that don't work and returns: ready-to-use replies to answer fast on the busiest days of the year.

On this page · 7 sections
  1. 1Orders and shipping
  2. 2Deals and stock
  3. 3Exchanges and returns
  4. 4Payments
  5. 5Before and after the purchase
  6. 6Tips for those days
  7. 7FAQ

On Black Friday and Cyber Monday, customer messages pile up, and almost all of them ask the same things: where's my order, why didn't the discount apply, can I exchange it. Having your replies ready saves you time and keeps you from answering in a rush.

Copy these templates, change what's in brackets and save them as shortcuts so you can type them with just a few keystrokes.

The same questions come in hundreds of times: with replies ready, you answer in seconds.

1Orders and shipping

1

Order delayed due to high demand

Hi name, thanks for your patience. Because of Black Friday we're getting a lot of orders, and yours (#number) is running a few days behind. It will ship by date at the latest, and we'll send you the tracking number as soon as it does.
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2

Will it arrive before [date]?

Hi name. If you order today, standard shipping arrives between date and date. If you need it sooner, express shipping arrives in time frame for price.
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3

Tracking number

Hi name! Your order #number is on its way. You can track it here: link. If you notice any problem with the delivery, just reply to this message.
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2Deals and stock

4

Product sold out

Hi name, we're sorry: product sold out during the sale. If you'd like, we can let you know when it's back in stock. In the meantime, alternative has the same discount.
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5

The discount isn't showing

Hi name. The discount is applied at the last step, right before payment. If you're using the code code, make sure it's typed without spaces. If it still doesn't show up, send us a screenshot and we'll look into it.
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6

Discount on an earlier purchase

Hi name. Black Friday deals apply to purchases made between date and date, so we can't apply them to earlier orders. If your order hasn't shipped yet, we can cancel it so you can buy again with the discount.
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7

How long does the sale last?

Hi name! The deals last until day at time or while supplies last. After that, regular prices are back.
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3Exchanges and returns

8

Size or model exchange

Hi name, of course you can exchange it. You have days days from the day you receive it. Let us know which size or model you'd prefer and we'll send you the shipping label.
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9

Return and refund

Hi name. We've received your return for order #number. The refund goes back to the same payment method within days business days. We'll let you know when it's done.
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10

Damaged product

Hi name, we're sorry your order arrived like this. Could you send us a photo of the product and the box? Then we'll send you a new one at no cost or refund your money, whichever you prefer.
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4Payments

11

Payment declined

Hi name. The payment didn't go through, so you haven't been charged. This can happen because of a card limit or your bank's verification. You can try again or pay with another method.
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12

Double charge

Hi name, thanks for letting us know. We only see one order (#number). The second charge is usually a temporary hold from your bank that disappears within days days. If it's still there after that, write to us and we'll sort it out.
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5Before and after the purchase

13

Is shipping free?

Hi name! Shipping is free on orders over amount during Black Friday. Below that amount, it costs price.
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14

Is it available in the store?

Hi name. Our online deals also apply at our location store, but stock is different. If you'd like, we can check whether they have product before you go.
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15

Thanks for your purchase

Thanks for your purchase, name! Your order #number is confirmed. We'll email you when it ships. If you need anything, just reply to this message.
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16

High volume, we'll reply soon

Hi name, thanks for reaching out. We're getting a lot of messages these days, so it may take us up to hours hours to reply. If your question is about an order, leave us the number and we'll look at it first.
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6Tips for those days

  • Get your replies ready before Thursday: in the middle of Black Friday, there's no time to write them.
  • Keep a calm tone even if the customer is upset, and always give a date or a next step.
  • Save each template as a shortcut with blanks for the name and order number: type /delayed and fill in only what changes.

Looking for more texts for your team? Check out our customer service templates and our replies to negative reviews.

7Frequently asked questions

When is Black Friday 2026?

Friday, November 27, 2026, and Cyber Monday is Monday, November 30.

Do these templates work for WhatsApp or Instagram?

Yes. They're short on purpose: you can use them in email, website chat, WhatsApp or social media.

How can I reply faster without copying and pasting?

Save them as text shortcuts. With NexoPad, you type the shortcut on any website and the reply appears, with blanks to fill in the name or the order.

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Published on November 2, 20267 min read

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