repliso
A customer asks “How much?” while you are packing an order. Another wants a size you have just sold. A third needs delivery before Friday. You do not need ten different writing styles. You need clear Instagram DM reply templates backed by current information.
These ten templates help small shops answer quickly without sounding like a script. Replace every bracketed field before sending. The examples are writing starters, not promises about your prices, stock or delivery service.
Before you save a reply
Keep the answer in this order: answer the question, add one useful detail, offer one next step. Use a customer's name only when it is known. Match their language where possible and avoid adding a sales pitch to every response.
Never let a template invent an answer. If stock has not been checked, say you are checking. If a delivery date is uncertain, give the published estimate and explain what still needs confirmation.
1. What is the price?
Hi [name]! The [product/variant] is [price and currency], including [applicable tax information]. Delivery to [destination] is [shipping cost/where to check it]. Here is the product link: [link].
Include the exact variant. A starting price can mislead when the pictured item costs more.
2. Is it in stock?
Yes — [product] in [colour/size] is currently available as of [stock check time]. Stock can change before checkout. You can check the latest availability here: [link].
Only use “Yes” after checking the relevant inventory record.
3. Do you have my size?
We currently have [available sizes] in [product/colour]. The size guide is here: [link]. If you tell us which measurement you are unsure about, we can help you compare it with the guide.
4. When will it be back?
[Variant] is unavailable at the moment. Our current restock estimate is [date/range], but it is not confirmed. Would you like us to notify you once when it returns?
If there is no estimate, replace the middle sentence with “We do not have a confirmed restock date yet.” Record notification permission instead of silently adding the person to marketing lists.
5. How long does delivery take?
Orders usually dispatch within [handling time]. After dispatch, estimated delivery to [area] is [delivery range]. These are estimates rather than guaranteed arrival dates. Full delivery details: [link].
6. Can it arrive before an event?
Thanks for checking. Your event is on [date], so I would like to confirm the delivery options before you order. Could you share your [country/postcode]? We will check whether a suitable service is available.
7. How much is shipping?
Delivery to [area] costs [amount] for [service]. [Any verified free-shipping threshold] applies where eligible. Your final delivery cost is shown before payment at checkout: [link].
8. Do you ship to my country?
We currently deliver to [supported country/area]. For [destination], [verified shipping information]. Any customs or import-charge guidance is listed here: [link].
9. Can I collect it?
Collection is [available/unavailable]. If available, the location is [address] and collection hours are [hours]. Please wait for [your actual ready-for-collection process] before travelling.
10. Where is my order?
I can help you check. Please send your order reference in this private chat. We will review the latest tracking update and come back with the next step. Please do not send payment-card details.
Make templates work with AI
In Repliso, business knowledge and instructions provide the foundation for AI replies. Give that knowledge an owner, review price and delivery changes, and set a handoff rule for missing facts. A correct short answer is more useful than an instant confident guess.
Start with your three most common questions. Review a sample of replies each week for accuracy, tone and repeated customer confusion. Update the information first, then the wording.
A useful next step
Combine these replies with a maintained product record. Read Product information that sells in DMs for a practical structure, and When AI should hand over to a human for exceptions.
