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Рекс.Селлер

Customer message templates

Ready replies for typical online store situations: order accepted, payment details, reminder, waybill (TTN), review request. Fill in your details and copy them into Viber, Telegram or Instagram.

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Your details

Tone

  • Order accepted

    Right after the order

    [name], thank you for order No. [number] at [store name]! 🧡 We're already packing it. The amount due is [amount]. As soon as we ship it, we'll send you the TTN number.

  • Payment details

    When the customer chose prepayment

    [name], here are the payment details for order No. [number] for [amount]: [details] After paying, please send a screenshot and we'll ship right away 📦

  • Payment reminder

    If payment hasn't arrived after a day

    [name], a reminder about order No. [number]: we've set the goods aside for you 🙂 Amount [amount], details: [details] If anything has changed, just let us know.

  • Payment received

    When the money has arrived

    [name], we've received the payment for order No. [number], thank you! 🙌 We'll ship it soon and send you the TTN.

  • Order shipped

    After creating the TTN

    [name], your order No. [number] is on its way! 🚚 Nova Poshta TTN: [TTN number] Track it: [tracking link]

  • Parcel at the branch

    When the parcel has arrived

    [name], your parcel is already waiting at the branch 📬 TTN [TTN number]. Please pick it up in the next few days, and we'd love your feedback!

  • Review request

    2–3 days after delivery

    [name], how do you like your order from [store name]? 🧡 Your opinion matters a lot to us. Reply with a few words or leave a review. Thank you for choosing us!

  • Shipping delay

    If you can't ship on time

    [name], sorry, there's a small delay with order No. [number] 🙏 We'll ship within 1–2 days and send the TTN right away. Thank you for your patience!

How to reply to customers

Name and order number

Addressing the customer by name and mentioning the order number in the very first message removes half of the follow-up questions and shows you're a real store, not a bot.

Speed beats perfect wording

A buyer in your DMs waits minutes, not hours. Save the templates in Instagram or Telegram "Quick replies" and send them in two taps.

Parcel status without phone calls

In the CRM the TTN status updates itself: you can see who has already received the parcel and who needs a reminder that it's waiting at the branch.

Questions

FAQ

Where do I save templates so I don't copy them every time?

In Instagram and WhatsApp Business use "Quick replies", and in Telegram Business use "Quick replies" via "/". Paste the text there with the fields left blank and fill them in before sending.

Which tone should I choose?

For Instagram, TikTok and small brands, a friendly tone with emoji usually works better. For B2B, expensive products and emails, use the formal one.

How do I give the customer a tracking link?

Enter the TTN number, and the "Order shipped" template will add the tracking link on the Nova Poshta website itself.

When should I ask for a review?

2–3 days after delivery: they've already tried the product and the impression is still fresh. Don't ask for a review before the parcel has been picked up.

More free tools

Рекс fills in the order details for you

Рекс.Рахунок sends the customer a link with the amount and payment details, the waybill is created from the order, and Рекс.ШІ turns Viber or Instagram chats into orders.

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