Shopify Plus Customer Service Scripts

Gladly Team

Read Time

8 minute read

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There’s a lot that goes into setting up a Shopify Plus store. You’ve got to add your products and services, create key pages, select your theme/layout, customize your shipping settings, and so much more. The measure of your success, however, doesn’t stop there; it’s really on just begun.

With 50% of US customers stating they’ve abandoned a purchase due to poor customer service, having a strong customer service team is more than just a burdensome or necessary cost.

It’s a key part of your business, and it’s importance should be reflected in the time, energy, and resources that you put into building a robust and human-centered approach to customer service.

One of the big ways to instill these important values that help place people at the center of your business is by providing your customer service heroes with a customer service script.

Preparing a Shopify Plus customer service script will ensure your agents will always be prepared, able to review the key lessons from their training, and have the confidence to take on any customer service question or challenge.

Shopify Plus Customer Service Best Practices

Whatever medium you’re using to communicate with your customers–phone, chat, text, email–there are some key best practices to always keep in mind.

Some of these include:

Patience and Understanding: In order to understand the needs of your customers, agents must be patient and understanding. Not only will this help appease potentially angry customers, it makes your customers feel like they’ve been heard and understood.

Be Positive: Positivity is infectious and could be the difference between a one-time purchase or a returning customer.

Keep Things Simple: Your customers don’t need to be bogged down with all of the logistical details on their orders and purchases. Utilizing your script and keeping things concise and easy to understand will make for a better customer service experience for everyone.

Sincerity Translates: Sincerity is like a sixth sense. If you’re committed to resolving a customer service question or issue, it’s going to translate, and your customers will remember you in the best way because of it.

Your Software is Your Friend: With state-of-the-art customer service software, you have a plethora of tools at your disposal. You’ll be able to refer to previous interactions, have customer profiles on-hand, and be able to refer to their purchase history so you know what’s going on before they’ve even told you.

Shopify Plus Customer Service Script: Checkout

The Shopify checkout page is, of course, where customers complete their orders and make their payments. It’s one of the last steps in the shopping process, but it can also be one of the most frustrating for customers if something isn’t going right.

Below are common checkout customer service scenarios and how to respond.

Scenario 1: When inventory becomes unavailable and customers are unable to complete their purchase.

  • Response: I’m so sorry to hear you’re having trouble completing that purchase. It looks like our inventory for that product has just become unavailable. What I can do is recommend a very similar product that our customers have really enjoyed in the past. Would that be okay with you?

Scenario 2: When you don’t have the shipping location selected to the customer’s destination and customers are unable to complete their purchase. 

  • Response: I’m so sorry to hear that you aren’t able to complete your purchase. It looks like we aren’t shipping to your country/location currently. The good news is that the more we grow, the more countries we’ll be able to provide shipping for in the future. Unfortunately we can’t do anything about this at the moment, but we really hope to be able to reach your location in the near future.

Scenario 3: When a customer decides to use a third-party checkout method, like PayPal Plus for example, some checkout issues might occur. Unfortunately, this is something only the third-party checkout service can handle and is out of Shopify Plus’s control. Here’s how to handle this situation. 

  • Response: That does sound frustrating. It looks like you’re trying to complete your payment with PayPal Plus. Unfortunately, the error is coming from PayPal and there’s not much we can do. I can, however, email you their customer service information so you can reach out to them and see what the problem is. Does that sound good to you?

Shopify Plus Customer Script: Upselling

Upselling should be a key strategy to any business, especially if you’re in ecommerce.

What is upselling? Upselling is basically the act of encouraging your customers to make a more expensive purchase on a current checkout order. This comes in many forms and is an excellent way to end any purchase completed with the help of a customer service representative.

Here are a few ways to help bolster your upselling strategy.

Scenario 1: When the customer is purchasing a gift.

  • Response: That looks great! I’m sure they’re going to love it. We can go ahead and gift wrap that for you for a small additional charge. How does that sound?

Scenario 2: Offer larger size or greater quantities. Let’s use a TV as an example.

  • Response: Before we go ahead and complete your order, I did want to let you know that for a small additional charge, there’s a great deal on the same TV at 50”. Did you want to take advantage of that offer?

Scenario 3: When a customer purchases an electronic device that has options with greater performance. Let’s use a phone as an example.

  • Response: That’s a great choice! I did want to let you know that we have a great discount on the same phone with 64GB. For a small additional charge, you can double your storage capabilities. How does that sound?

Shopify Plus Customer Service Script: Common Questions

It’s good to have a few script scenarios ready for your most common Shopify Plus customer service questions.

Below are some of the most common Shopify Plus questions you might run into and how to solve them

Where’s my order? Because there are a few possibilities to this question, let’s run through a few different types of scenarios.

  • I’m so sorry to hear that your order hasn’t arrived yet. Can you confirm the order # for me? Got it, so it looks like you’ve specified that you’d like to be home to receive the package, so it’s gone back with the courier. The best way to go about this is to contact the delivery people and specify a time for them to drop off your package when you’ll be home.
  • It looks like the package was delivered on [date/time]. Did you not receive it? Okay, let’s see what we can do about sending another one out or getting you a refund.
  • So sorry to hear you haven’t received your package yet. Can you confirm the order # for me? So it looks like it hasn’t been sent out yet. It’s set to arrive by [date/time]. Would you like me to send you the tracking number?

My order arrived damaged, faulty, or incomplete: 

  • We’re so sorry to hear that. If you send us a picture of the damages, we can go ahead and get started on either a refund or sending you another one out.
  • So sorry that piece is missing. I’ll send you a return label so you can send back the original box, and we’ll get another one for you right away.

I’d like some help on purchasing a product: This is a great scenario where you want to both assist the customer in a fun and friendly manner but also try to upsell and cross sell.

My voucher isn’t working: 

  • So sorry to hear about that. Can you send me the voucher number? It looks like a faulty voucher, we can go ahead and place that discount or special on your order for you.

By utilizing a script, you’re ensuring that your customer service heroes will be prepared for any task at any time.

Gladly is designed to bring your customer service team closer with your customers. Our software will allow your agents to understand your customers’ needs and set them up for success before the point of contact. Try Gladly and start placing the people who matter at the center of your customer service experience.


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