Order, shipping, and return replies that calm customers down
When a package is late or an item arrives damaged, the wording of your reply matters as much as the refund or replacement. Tactword makes apologies sound sincere and clear in English.
Written by an e-commerce support agent
Dear customer, we are sorry for the inconvenient. Your order #4521 was delayed because a problem with the carrier. We already sent a new one today and you will receive until Friday.
After Tactword
Dear customer, we're really sorry for the trouble. Your order #4521 was delayed because of a problem with the carrier. We sent a replacement today, and you'll receive it by Friday.
A typical peak week
Peak season, a late delivery, and an angry message in the queue. The refund is already approved; the apology is what decides whether the customer orders again.
Illustration, not a customer photo.
- What it fixes for e-commerce support teams
- Phrases such as "sorry for the inconvenient" and "you will receive until Friday"
- Apologies that sound defensive or overly formal
- The rewrite is instructed to keep order numbers, tracking links, and delivery dates as written, and they're checked after every rewrite
- The fact check covers amounts, percentages, numbers, dates, times, references, codes, versions, links, email addresses, and phone numbers; it doesn't check names, tone, or meaning.
Try it on a reply you wrote
One free rewrite a day, no card needed. Under the result, the fact check marks each value from your draft as kept or not found, and flags any value the rewrite adds.
Questions from e-commerce support teams
Other questions? Write to support@tactword.com.
Yes, by copy and paste: paste your draft into Tactword, then paste the rewrite back into Gorgias or Shopify Inbox. There's no direct integration.
It's instructed never to add promises, refunds, or discounts you didn't write. Still, read the rewrite before you send it.
Give your e-commerce support teams a native voice
$19 per seat per month, or $190 per seat per year. Cancel anytime.