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Replies for shipping and tracking

Shipping questions are simple to answer and costly to ignore. Give the real numbers, say where you ship, and point to tracking.

Replies to copy

Swap each blank for your own details. Every reply fits Threads (500 characters); the ones marked for TikTok stay within its 150 with typical details filled in.

  • How long it takes

    Orders ship within {processing_days}, then take {ship_days} to arrive in the US. You'll get tracking as soon as it ships!

    Fits TikTok

  • Where you ship

    We ship to {countries}. Delivery times for each are on {help_link}.

    Fits TikTok

  • A country you do not ship to

    Sorry, {name}, we don't ship there yet. We ship to {countries} for now, and we'll share it here when that changes.

    Fits TikTok

  • Free shipping

    Shipping is free on US orders over {free_ship_min}! Orders ship from {ship_from} within {processing_days}.

    Fits TikTok

  • Where to find tracking

    Tracking is in your shipping email, {name}, or at {tracking_link} with your order number. Message us if it's not there!

    Fits TikTok

  • Tracking has not updated

    Tracking can take a day or two to update after it ships. If it hasn't moved by then, message us and we'll check.

    Fits TikTok

  • Where it ships from

    Everything ships from our warehouse in {ship_from}, with tracking on every order.

    Fits TikTok

  • The full answer

    Hi {name}! We ship to {countries}. Orders leave our warehouse in {ship_from} within {processing_days}, and US orders usually arrive {ship_days} after that. You'll get a tracking link by email as soon as it ships, and you can check anytime at {tracking_link}.

    Too long for TikTok

Public or private?

Answer in public when

Answer general shipping questions in public: how long, where to, how much. Those answers help everyone reading.

Take it private when

Anything about a specific order goes private: an address, an order number, a missing package. Say in public that you are on it, then continue in a message or on your help page.

What never to do

  • Never ask for an order number, email address, phone number or home address in the comments.
  • Never promise a delivery date. Give a range, and say it is typical, not guaranteed.
  • Never quote shipping times that differ from your website. People check.
  • Never blame the carrier in public. The customer bought from you, not from them.
  • Never paste tracking numbers into a public reply.

The blanks

What goes in each blank on this page, with the kind of detail we used to check lengths.

BlankWhat goes thereExample
{processing_days}Time before an order ships1 to 2 business days
{ship_days}Delivery time once shipped3 to 5 business days
{countries}Where you shipthe US, Canada, the UK and Australia
{help_link}Your help page or contact formwildermere.com/help
{name}The first name of the person who commentedJess
{free_ship_min}The order value for free shipping$75
{ship_from}Where orders ship fromColorado
{tracking_link}Your order tracking pagewildermere.com/track

Or let CommentGate write them

These replies are a starting point. CommentGate drafts answers like them for every question on your posts and ads, in your voice and with your details already filled in.

  1. 1Tell it your facts once

    Return window, shipping times, sizing notes and how you sound. Every draft uses them.

  2. 2Approve, edit or discard

    Nothing is posted until your team says so. Each edit or discard is a correction it learns from.

  3. 3Let clear answers send

    Once its drafts go out unchanged, let clear answers send on their own. Anything unsure still waits for you.

Read more about replies in your voice and how the autopilot learns from your corrections.

Questions

Should I give exact delivery dates in replies?

Give a range instead ("3 to 5 business days in the US"). You do not control the carrier, and a missed promise in public is worse than a range that turns out true.

What if someone posts their tracking number in the comments?

Reply that you are looking into it and will message them, and hide the comment if it includes personal details like an address or phone number. Take the rest to a private message.

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