These 15 message templates cover the buyer conversations that come up again and again in a small Etsy or eBay shop: new orders, custom order questions, shipping updates, delays, returns, refunds and review requests. Check each one against the marketplace’s current messaging rules before you send it.
Check the marketplace rules first
Both marketplaces restrict what a message may contain. The table summarises the rules that apply to these templates, as published on Etsy’s and eBay’s policy pages in October 2026. If a marketplace’s current policy differs from this table or from a template, follow the policy.
| Topic | Etsy | eBay |
|---|---|---|
| Selling outside the marketplace | Off-platform transactions are not allowed, and Messages may not be used to direct buyers to one. That includes naming an off-platform payment method, such as PayPal or cash, as a way to pay (Off-Platform Transactions Policy). | Offering to buy or sell outside eBay is not allowed (policy). |
| Contact details and links | No requesting or sharing a phone number, email address or social media handle to complete a transaction off Etsy, and no QR codes that direct members off Etsy (same policy). | Messages may not include email addresses, phone numbers, social media accounts, links or web addresses (Member-to-member contact policy). |
| Reviews and feedback | Shilling is prohibited, including compensating someone to leave a biased or untruthful positive review (Shilling policy). | Offering discounts, free items or any other incentive in exchange for positive feedback is not allowed (Feedback manipulation policy). |
| Unwanted messages | No unsolicited advertising, promotions or spam, and no contacting someone after they have asked you not to (Seller Policy). | No spam, meaning messages that are both unsolicited and commercial (same policy). |
| Cancelling an order | If you cannot complete an order, notify the buyer in Messages and cancel it. If the buyer has paid, issue a full refund (Seller Policy). | Follow eBay’s current cancellation process. |
The templates contain no links, contact details or off-site payment methods, and they offer nothing in exchange for a review. Check that your edits keep it that way.
Download the seller message library
Download all 15 seller message templates (CSV). Each shortcut starts with ;shop-. The file uses AfterDelimiter and imports with every template disabled.
- Export your existing snippet library as a backup.
- Import the CSV into Text Replacements for Windows. If a shortcut already exists in your library, the import skips it.
- Replace
[shop name], and make the processing, return and refund wording match what your listings and shop policies say. - Enable one template. Open a buyer conversation, type the shortcut in the message box, press Space and check the result without sending it.
- Replace every bracket before you select Send.
With the Windows app, press Space to expand in Chrome and Edge: Tab and Enter do not trigger it in web pages. Brackets such as [tracking number] are ordinary text that you replace by hand. If you also use the Text Replacements extension for Chrome or Edge, choose one of the two to handle marketplace messages, as described in sharing snippets across Chrome, Edge and Windows.
Etsy has its own quick replies in Messages, including in the Etsy Seller app. A Windows shortcut library is useful when you sell on both marketplaces and want one set of wording on your PC.
Templates to copy and adapt
| Shortcut | Use it when | Message |
|---|---|---|
;shop-thanks | A new order arrives | Hi [buyer first name], thank you for your order of [item]. It is now in [processing or production], and I expect to ship it by [date within the processing time in your listing]. I will message you here if anything changes. [shop name] |
;shop-question | A shopper asks about an item | Hi [buyer first name], thanks for asking about [item]. [Answer, checked against the listing.] The listing shows [relevant details, such as size, materials or processing time]. Please ask if anything else would help you decide. [shop name] |
;shop-custom-q | A buyer asks for a custom order | Hi [buyer first name], thanks for your interest in a custom [item]. To check whether I can make it, could you tell me [size or dimensions], [colour or material], [personalisation text, exactly as it should appear] and the date you need it by? I will confirm the price and timing here before anything is ordered. [shop name] |
;shop-custom-ok | You confirm custom details before starting | Hi [buyer first name], here is what I have for your custom order: [summary of agreed details]. Please check the spelling and measurements carefully and reply to confirm, or tell me what to change. I will start once you confirm. [shop name] |
;shop-proof | You send a proof for approval | Hi [buyer first name], I have attached a proof of [item]. Please check [names, dates, spelling and colours] and reply to approve it or list any changes. [What your listing says about revisions.] [shop name] |
;shop-waiting | You still need information from the buyer | Hi [buyer first name], I am still waiting for [information needed] for your order of [item]. To ship by [date], I need it by [date]. If I do not hear from you, I will [what your shop policy says happens next]. [shop name] |
;shop-address | You want the buyer to check the address | Hi [buyer first name], before I ship [item], could you check that the shipping address on your order is complete and correct? Please reply here if anything needs to change. [shop name] |
;shop-shipped | The order has shipped | Hi [buyer first name], your order of [item] shipped on [date] with [carrier and service]. The tracking number is [tracking number], and the current delivery estimate is [date range]. [shop name] |
;shop-delay-make | You will ship later than promised | Hi [buyer first name], I am sorry, but your order of [item] will ship later than I said. [Brief, true reason.] My new expected ship date is [date]. If that no longer works for you, please reply and we can discuss your options. [shop name] |
;shop-delay-ship | Tracking has stalled | Hi [buyer first name], tracking for your order shows [latest tracking status] since [date]. I have [action you have taken]. I will update you by [date], and you can reply here with any questions. [shop name] |
;shop-damaged | The item arrived damaged | Hi [buyer first name], I am sorry [item] arrived damaged. Could you reply with photos of the item and the packaging? Once I have seen them, I will [resolution offered under your shop policy]. [shop name] |
;shop-return | A buyer asks to return an item | Hi [buyer first name], thanks for letting me know. Please start the return through [the marketplace's return process] so it is recorded on your order. Once [item] arrives back [in the condition your return policy requires], I will [refund or exchange step] within [time frame from your return policy]. [shop name] |
;shop-refund | You have issued a refund | Hi [buyer first name], I have issued a refund of [amount and currency] for [item or order]. [When and how the buyer will see it, as the marketplace states.] [shop name] |
;shop-cancel | You cannot complete the order | Hi [buyer first name], I am sorry, but I cannot complete your order of [item] because [brief, true reason]. I am cancelling the order and [refund step required by the marketplace]. [shop name] |
;shop-review | The order has arrived | Hi [buyer first name], I hope [item] arrived safely. If you have a moment, an honest review on [Etsy or eBay] helps other buyers. If anything is not right with your order, you can reply here and I will help. [shop name] |
Edit each message before you send it
- Give a short, true reason for a delay or cancellation.
- Promise only dates you can meet, and check them against the processing time in your listing.
- Base return and refund wording on your shop policy and the marketplace’s return process, not on the template.
- Keep buyer addresses, order numbers and other personal details out of the snippet library.
- Send a review request once, after delivery, and leave it there if the buyer does not reply.
On Etsy, buyers can leave a review within 100 days, counted from the delivery date or the latest estimated delivery date, whichever is earlier (Seller Policy). You can wait until the buyer has had time to use the item before sending ;shop-review.
For support replies outside the marketplaces, see customer support text expander snippets.
Frequently asked questions
Can I add my website or social media to a template?
Can I offer a discount for a review?
Does it work in the Etsy or eBay app on my phone?
Will a shortcut fill in the buyer’s name or tracking number?
Insert the routine wording with a text shortcut, then check the order details before you send.
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