Shipping questions, cancellation requests, and returns can fill an online store's inbox. These ten English and Spanish reply templates give you a consistent starting point. Adapt each one to your actual policies and the customer's situation before sending.
Need these tailored to your business? Our $59 Bilingual Customer Support Kit includes ten replies and five FAQ answers in English and one Spanish locale, written from your approved business rules.
Before you copy a reply
- Replace every item in braces, such as {first_name} or {tracking_url}, with a verified value.
- Choose a consistent voice. These examples use friendly tú and Mexican Spanish; your audience may need a different register or vocabulary.
- Only say you have checked, canceled, refunded, or contacted someone when that action actually happened.
- Keep eligibility, dates, prices, exclusions, links, and promises identical in both languages.
- Use your own approved policies. These examples do not establish return rights or refund deadlines.
Original illustrative examples, created with AI assistance. They are not client results, certified translations, or independently reviewed native-speaker translations.
1. Order received
English
Hi {first_name}, thanks for your order! Your order number is {order_number}. We’ll send a tracking link when your parcel ships.
Español
Hola, {first_name}: ¡Gracias por tu compra! Tu número de pedido es {order_number}. Te enviaremos un enlace de seguimiento cuando enviemos tu paquete.
2. Tracking request
English
Hi {first_name}, you can check the latest carrier updates here: {tracking_url}. If the information looks incorrect, reply with your order number so we can review it.
Español
Hola, {first_name}: Puedes consultar las últimas actualizaciones de la paquetería aquí: {tracking_url}. Si la información parece incorrecta, responde con tu número de pedido para que podamos revisarla.
3. Shipment delayed
English
Hi {first_name}, I’m sorry your parcel is taking longer than expected. We’re reviewing order {order_number}. We’ll share an update when we have confirmed information; we can’t confirm a new arrival date yet.
Español
Hola, {first_name}: Lamento que tu paquete esté tardando más de lo esperado. Estamos revisando el pedido {order_number}. Te informaremos cuando tengamos datos confirmados; todavía no podemos confirmar una nueva fecha de llegada.
4. Cancellation request
English
Hi {first_name}, we’ve received your request to cancel order {order_number}. We’ll check its status against our cancellation policy and confirm whether cancellation is possible. Your order has not been canceled yet.
Español
Hola, {first_name}: Recibimos tu solicitud para cancelar el pedido {order_number}. Revisaremos su estado de acuerdo con nuestra política de cancelación y te confirmaremos si es posible cancelarlo. Tu pedido aún no se ha cancelado.
5. Address correction
English
Hi {first_name}, thanks for letting us know about the address issue for order {order_number}. Please use {secure_support_url} to provide the corrected details. We’ll confirm whether the shipping address can still be changed.
Español
Hola, {first_name}: Gracias por avisarnos del problema con la dirección del pedido {order_number}. Envía los datos correctos a través de {secure_support_url}. Te confirmaremos si todavía podemos cambiar la dirección de envío.
6. Damaged item
English
Hi {first_name}, I’m sorry your item arrived damaged. Please share your order number and clear photos of the item and packaging through {secure_support_url}. Avoid including personal information in the photos. We’ll review the details and explain the available next steps.
Español
Hola, {first_name}: Lamento que tu artículo haya llegado dañado. Comparte tu número de pedido y fotos claras del artículo y su empaque a través de {secure_support_url}. Evita incluir información personal en las fotos. Revisaremos los detalles y te explicaremos los siguientes pasos disponibles.
7. Wrong item
English
Hi {first_name}, I’m sorry you received the wrong item. Please send your order number and the name of the item you received through {secure_support_url}. We’ll compare those details with your order and help resolve the issue.
Español
Hola, {first_name}: Lamento que hayas recibido un artículo equivocado. Envía tu número de pedido y el nombre del artículo que recibiste a través de {secure_support_url}. Compararemos esos datos con tu pedido para ayudarte a resolver el problema.
8. Return request
English
Hi {first_name}, thanks for contacting us about a return. Our return conditions are listed at {returns_url}. Please send your order number and the item you want to return through {secure_support_url}, so we can check eligibility before you send anything back.
Español
Hola, {first_name}: Gracias por contactarnos para solicitar una devolución. Puedes consultar las condiciones en {returns_url}. Envía tu número de pedido y el artículo que deseas devolver a través de {secure_support_url} para que podamos verificar si cumple los requisitos antes de que lo envíes.
9. Refund status
English
Hi {first_name}, we’re checking the refund status for order {order_number}. We’ll confirm whether it has been issued and share any available reference. We cannot confirm that funds have reached your account until that is verified.
Español
Hola, {first_name}: Estamos revisando el estado del reembolso del pedido {order_number}. Te confirmaremos si ya se emitió y compartiremos cualquier referencia disponible. No podemos confirmar que los fondos hayan llegado a tu cuenta hasta que se verifique.
10. Out of stock
English
Hi {first_name}, {product_name} is currently unavailable. We don’t have a confirmed restock date. If you’d like, we can help you look for an alternative from our current selection.
Español
Hola, {first_name}: Por el momento, {product_name} no está disponible. No tenemos una fecha de reposición confirmada. Si quieres, podemos ayudarte a buscar una alternativa entre los productos disponibles.
Two translation checks that prevent misleading replies
A request is not a completed action. “We received your cancellation request” means “Recibimos tu solicitud de cancelación.” It does not mean “Tu pedido se ha cancelado”—your order has been canceled. Keep that distinction in every template.
A refund and a return are different. In these examples, reembolso refers to money returned, while devolución refers to returning an item. Check the context rather than swapping these words automatically.
Keep the templates useful
Store the English and Spanish versions side by side with the same template ID. Maintain a short glossary for your product names and preferred terms. When a policy changes, update both versions together. Remove templates that no longer match how your team works.
Get a pack built around your store
The Bilingual Customer Support Kit costs $59 USD for one brand: ten replies, five FAQ answers, English plus one Spanish locale, up to 1,500 English words plus Spanish counterparts, editable files, a glossary, and usage notes.
Delivery is three business days after a complete brief. One consolidated revision within the original scope is included when requested within seven days of delivery. AI-assisted drafting and localization are checked against your supplied facts; certified translation and native-speaker review are not included. This is custom copywriting, not live inbox management.
¿Quieres respuestas adaptadas a tu tienda? Consulta el paquete bilingüe: 10 respuestas para clientes y 5 respuestas a preguntas frecuentes, en inglés y una variante regional del español, por $59 USD.
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