Communicating with buyers is an important part of selling on marketplaces. Politeness, promptness, and clear wording can not only improve your rating but also turn a casual buyer into a regular customer. Below are ready-made response templates for popular questions. They are suitable for platforms such as AliExpress, Etsy, eBay, Vinted, and others.
- Response to a question about product availability
Hello! Thank you for your question. Yes, the product is in stock and ready to ship. If you have any additional questions, I will be happy to answer them.
If the product is temporarily out of stock:
Hello! Unfortunately, this product is currently out of stock. We expect it to arrive in approximately [specify the date]. You can add the product to your favorites so you don’t miss it.
- Response to a request for a discount
If a discount is possible:
Hello! Thank you for your interest in our product. I can offer a discount of [specify % or amount] for orders placed before [date] or for purchases of [amount/quantity].
If a discount is not possible:
Hello! Thank you for contacting us. At the moment, the price is set at the lowest possible level, taking into account our costs. We strive to maintain fair and competitive prices for all customers.
- Response to a question about delivery
Hello! Delivery is carried out via [service], and the delivery time is approximately [number of days] business days after the order is placed. You will receive a tracking number immediately after shipment.
If delivery is free:
Confirmed: delivery is included in the price. No additional payments will be required.
- Confirmation of order dispatch
Hello! Your order No. [number] has been successfully dispatched. Here is the tracking number: [number]. You can track the movement of your parcel via the delivery service website. Thank you for your purchase!
- Response to a complaint or problem with a product
Hello! We are very sorry that this situation has arisen. Please send us a photo (and/or video) so that we can investigate. We will definitely find a solution — exchange, return, or partial compensation.
If you are ready to receive a refund immediately:
Thank you for your message. We apologize for the inconvenience. The refund will be processed shortly. If you have any questions, please feel free to contact us at any time.
- Response to positive feedback
Thank you very much for your feedback! We are very pleased that you are satisfied with your purchase. We look forward to seeing you again!
- Response to negative feedback
Hello. Thank you for sharing your opinion. We sincerely regret that the product did not meet your expectations. We have already reviewed the situation and will do everything possible to prevent this from happening again. If you are ready, please write to us and we will offer a solution.
- “Just in case” response — universal template
Hello! Thank you for contacting us. We have received your question and will respond within the next [specify] hours. If the question is urgent, please let us know and we will try to speed up the process.
Tips:
- Don’t ignore even strange messages. Sometimes they hide a real buyer.
- Try to respond within 1–12 hours. Quick responses increase your rating and trustworthiness.
- Don’t get into conflicts. Even if the buyer is rude, remain polite — this will protect you in case of disputes.
- Keep templates handy. This will save time and reduce stress from routine questions.
Conclusion: Well-written messages help you sell more and reduce the number of disputes. Use these templates as a basis and adapt them to your communication style. The main thing is to stay in touch and remain professional.