Macros

Hi {{customer.first_name}},

Your order {{order.number}} is on its way — the latest scan was {{order.last_scan}}. You can follow it here: {{order.tracking_url}}.

If it hasn't moved in 3 business days, reply here and we'll chase the carrier for you.

Hi {{customer.first_name}},

Thanks for flagging this. The parcel hasn't been scanned since {{order.last_scan}}, so I've opened a trace with the carrier.

If they can't find it within one business day, I'll ship a replacement by express at no cost. I'll update you either way.

Hi {{customer.first_name}},

The carrier couldn't locate your parcel, so we've sent a replacement ({{order.replacement_number}}) by express at no charge. You'll get tracking as soon as it's scanned.

If the original turns up, just refuse it at the door or keep it unopened and we'll send a free return label.

Hi {{customer.first_name}},

Here's your prepaid return label: {{return.label_url}}. Pack the item with its tags, drop it at any carrier location, and we'll refund you within 3 business days of it arriving.

Hi {{customer.first_name}},

Your refund of {{refund.amount}} was issued today to the original payment method (reference {{refund.reference}}). Banks usually show it within 2–5 business days.

Hi {{customer.first_name}},

No problem. I've reserved a {{exchange.size}} and sent it today; your return label for the original is here: {{return.label_url}}. No need to wait for the first pair to come back.

Hi {{customer.first_name}},

Done — order {{order.number}} will now ship to {{order.address}}. You'll get tracking once it leaves Duluth.

Hi {{customer.first_name}},

That's covered by our lifetime warranty. A replacement {{warranty.part}} ships today at no cost, and you don't need to send the old one back.

Hi {{customer.first_name}},

Sorry to hear that. To get this sorted quickly, could you send two photos — the damaged area up close and the product label inside — and roughly how long you've had it?

Hi {{customer.first_name}},

Our jackets are cut for a layer underneath. If you're between sizes and want room for a fleece, go up; for a trimmer fit over a base layer, stay with your usual size. Full chart: {{help.jacket-and-layer-sizing}}.

Hi {{customer.first_name}},

{{product.name}} is due back in stock on {{product.restock_date}} and your order is first in line. If you'd rather not wait, I can switch you to {{product.alternative}} or refund you today.

Hi {{customer.first_name}}, we're sorry about this and want to help. We've sent you a direct message so we can look up your order privately. — {{agent.first_name}}