Retail & E-Commerce Support Macro Library

Support Macro Library for [Organization]: Macro 1 - Order Status Inquiry. When to use: Customer asks 'Where is my order?' Macro: Hi [CUSTOMER_NAME], thanks for reaching out! Your order [ORDER_ID] was shipped on [SHIP_DATE] via [CARRIER]. You can track it here: [TRACKING_LINK]. It's currently in [LOCATION] and should arrive by [DELIVERY_DATE]. If you don't see it by then, please reply and we'll investigate right away. Questions? — [Support Team]. Optional: If order is stuck in transit over 2 days, escalate to logistics team with priority flag. Macro 2 - Return Initiation. When to use: Customer wants to return item within 30 days. Macro: We'd love to make this right! I've initiated a return for [ITEM_NAME] (Order [ORDER_ID]). Here's what happens next: (1) We'll email a prepaid return label; (2) You'll drop it off at any [CARRIER] location; (3) Once we receive it and inspect it, we'll process your refund within 5 business days. Need help? Macro 3 - Out-of-Stock Apologetic. When to use: Item customer wants is out of stock. Macro: I'm sorry—[ITEM_NAME] in [SIZE/COLOR] sold out faster than we expected! Here are three options: (1) Join the waitlist and we'll notify you if it restocks; (2) Check out [SIMILAR_ITEM], which customers who love [ITEM] also like; (3) We're getting a fresh shipment on [DATE]—would you like me to hold one? Escalation: Customer has purchased 5+ times or LTV > $500; flag for proactive outreach if item restocks.