25 eBay Buyer Message Templates You Can Use Today

How to use these templates

Copy a template, replace everything in [brackets], and read it once before sending. Templates save typing; they should not replace checking the order. Keep wording consistent with the shipping and return policies in your listings.

Shipping and tracking

• 1. Order shipped: "Hi [name], your order shipped today with [carrier]. Tracking: [number]. Tracking can take up to 24 hours to update. Thanks for buying from us!"
• 2. Where is my order: "Hi [name], I checked your order — it shipped on [date] and the latest scan shows [status]. Estimated delivery is [date]. I'll keep an eye on it for you."
• 3. Tracking not updating: "Hi [name], tracking sometimes pauses between scans. The package was accepted on [date]. If there's no movement by [date], message me and I'll open a trace with the carrier."
• 4. Late delivery: "Hi [name], sorry your order is running late. It's currently [status]. If it hasn't arrived by [date], I'll [send a replacement / issue a refund]."
• 5. Handling time: "Hi [name], orders placed before [cut-off time] ship the same business day. Yours will go out [day]."
• 6. International shipping: "Hi [name], yes, we ship to [country] through [program/carrier]. Import charges, if any, are shown at checkout."

Pre-purchase questions

• 7. Compatibility: "Hi [name], this part fits [models]. If you send your [model/year/part number], I'll double-check before you buy."
• 8. Condition: "Hi [name], this item is used and in [condition] condition. [Specific wear]. Photos show the actual item you'll receive."
• 9. Measurements: "Hi [name], the measurements are [dimensions]. Measured flat, in [inches/cm]."
• 10. Availability: "Hi [name], yes, it's in stock and ready to ship."
• 11. Authenticity: "Hi [name], this is a genuine [brand] item. [Proof: receipt, serial, source]."

Offers, bundles and combined shipping

• 12. Combined shipping: "Hi [name], happy to combine shipping. Add the items to your cart and request a total, or pay and I'll refund the shipping difference."
• 13. Declining an offer: "Hi [name], thanks for the offer. I can't go that low, but I can do [price] if that works for you."
• 14. Bundle request: "Hi [name], I can bundle [items] for [price] shipped. I'll send you an offer now."

Returns, refunds and problems

• 15. Return request: "Hi [name], sorry it didn't work out. Please open a return through eBay and I'll approve it. [Who pays return shipping]."
• 16. Damaged in transit: "Hi [name], I'm sorry it arrived damaged. Could you send a photo of the item and the packaging? I'll sort out a [replacement/refund] right away."
• 17. Wrong item sent: "Hi [name], my apologies — that's our mistake. I'll send the correct item today and include a prepaid label for the wrong one."
• 18. Missing parts: "Hi [name], sorry about the missing [part]. I'm shipping it today — tracking: [number]."
• 19. Refund issued: "Hi [name], your refund of [amount] has been issued. It usually appears within a few business days depending on your payment method."
• 20. Not as described: "Hi [name], thanks for letting me know. Can you tell me what differs from the listing? I want to make this right."
• 21. Return received: "Hi [name], we received your return and have processed your refund."

Follow-ups and feedback

• 22. Delivery follow-up: "Hi [name], your order shows as delivered. I hope everything arrived in great shape — let me know if anything is wrong."
• 23. Resolving before feedback: "Hi [name], if anything about this order isn't right, message me first and I'll fix it."
• 24. Thank-you note: "Hi [name], thanks for your order! We appreciate your business."
• 25. Unpaid item reminder: "Hi [name], just a reminder your purchase of [item] is awaiting payment. Let me know if you have any questions."

Making templates work for a team

Templates only stay consistent when everyone uses the same version. Store them in one shared place, tie them to your written policies, and update them when a policy changes. In Inbox for Sellers, saved replies live beside each conversation with the order and tracking visible, so filling in the placeholders takes seconds — and AI drafts use the same policies as a starting point.

Frequently asked questions