Etsy & Shopify Customer Service & Policies Pack | 12 Message Templates, Shop Policies & FAQ | Fillable & Printable PDF

Answer customers faster, and with confidence.

Every message, question and problem takes time away from making and selling. This pack gives you ready-to-use message templates, clear shop policy templates and a simple system for handling customers, so every buyer feels taken care of and comes back again.

What’s inside (22 pages):

• Customer Service Snapshot: your response times, working hours and service promise

• My Brand Voice: choose a tone that makes every message sound like you

• 12 Fill-in-the-Blank Message Templates: order thank-you, shipping update, digital download help, shipping delay, custom order request, personalization check, damaged or wrong item, return request, cancellation, review request, review thank-you and wholesale inquiry

• My Saved Replies list

• 4 Shop Policy Templates: shipping, returns & exchanges, digital products, custom & personalized orders

• Policy Checklist

• FAQ Builder with 8 common customer questions

• Review Replies for 5-star, mixed and negative reviews

• Tricky Situations Guide: lost packages, angry messages, refunds outside policy and more

• Customer Log + Issue Tracker

• Monthly Service Review

Perfect for: Etsy sellers, Shopify store owners, handmade and print-on-demand shops, and digital product creators.

Format: 2 versions included: a fillable PDF (type directly on your computer) + a printer-friendly PDF (white background, saves ink). US Letter size.

This is a digital product. No physical item will be shipped. The policy templates are a starting point only and are not legal advice. Consumer laws and platform rules vary, so please check them for your shop. Not affiliated with or endorsed by Etsy or Shopify.