Customer Message Replies: 12 Copy-Paste Answers for DMs and Texts
Customers rarely email anymore — they DM you on Instagram, text you, or message you through your booking page. And they ask the same handful of things over and over: how much, do you have it, can I book, where's my order. Here are the 12 most common ones. Copy, change a couple of words, send. DM replies should be short, so these are deliberately short — customers can spot a canned paragraph instantly. Bookmark this page and grab one when you need it.
What is the customer asking right now?
No replies in this category yet — we're adding more.
1. Price question (published pricing)
When: they ask "how much is this?" and your price is public
Hi! [Item] is [price].
If you want [common add-on], that's [price] more.
How many were you thinking, or what date? Happy to check availability for you.
2. Price question (needs a custom quote)
When: the price depends on their situation and you can't just say a number
Hi! Pricing on this depends on [quantity / size / how many days], so I'd rather not throw a random number at you.
Can you tell me [the key detail]? I'll work it out and get back to you within [timeframe].
3. Booking request
When: they want to book a time
Yes, we can do that!
What time on [date], and how many people?
Right now [option A] and [option B] are open.
Send me your name and number and I'll hold it for you.
4. Their preferred slot is full
When: you have to say no without losing them
Ah, [date/time] is fully booked, sorry about that.
I do have [alternative time] the same day, or [alternative date] at the time you wanted.
Would either of those work? Happy to hold one for you.
5. Do you have it in stock?
When: they're asking about availability
Hi! [Item] is [in stock / on backorder right now].
[If in stock] If you order today it ships [timeframe].
[If not] We're expecting more around [date] — want me to message you the moment it lands?
6. Hours, address, how to get there
When: the most-asked question — answer it completely the first time
Hi! Here's everything:
📍 [address]
🕐 [hours] (closed [day])
🚗 [parking / transit note]
Just walk in — no booking needed!
7. "Where's my order?"
When: they're chasing a delivery
Let me check — your order [number] shipped on [date].
Tracking: [number] ([carrier])
It should arrive [date]. You can track it live with that number!
8. Shipping is delayed — tell them first
When: you're late. Saying it first beats being asked.
Quick heads-up: your [item] is running late because of [reason]. New ship date is [date], about [X days] behind what we told you.
Sorry to keep you waiting.
If that timing doesn't work, just say the word and I'll sort out [a refund / an alternative].
9. Unhappy customer — first reply
When: a complaint lands. Acknowledge first, explain later.
I'm really sorry — that's not the experience you should have had.
Can you send me [the order number / what happened]? I'm looking at it now and I'll come back to you today with a fix.
10. Refund or return request
When: they want their money back
Absolutely, I'll take care of it.
I can see order [number] — the refund goes back to your original payment method within [timeframe].
[If a return is needed] Just send the item to [address] and we'll cover the postage.
Sorry for the hassle.
11. Turning down something you can't do
When: you have to decline without burning the relationship
Thanks for thinking of us!
Honestly though, [the request] isn't something we do well — I'd rather tell you now than take it on and let you down.
[If you know one] For this kind of thing, [alternative direction] is usually a better fit.
If you ever need [what you're actually good at], come straight back to me!
12. Win back a customer who's gone quiet
When: you're reaching out first — this one you send, not reply
Hi [name] — long time!
The [item] you got last time is probably about [used up / due for a service] by now?
We've got [offer / something new] on this month, thought of you.
No pressure at all if the timing's off — just saying hi 😊
These will save you the typing. They won't save you the watching — the real drain isn't answering messages, it's checking all day whether a new one came in and whether it's urgent. No template fixes that part.
Stop watching the inbox. Get messages read, sorted, and drafted.
makupai reads your email and messages, works out what's urgent, and drafts the reply. You glance at it and hit send. 14-day free trial, no credit card.
14 days free
No card needed
5-minute setup