POD customer service templates
Pre-purchase product question reply template
A common reason a prospective customer writes in before ordering.
9.3% of real customer emails in the same sample were pre-purchase product questions - fabric, fit, or customization, asked before an order exists. Basis: a real POD store’s support inbox, measured Apr 2024 to Dec 2025. See the full data story.
The situation
Someone is close to buying and has one question standing between them and a completed order - usually about fabric, fit, or whether something can be customized. A fast, specific answer converts; a slow or generic one loses the sale to hesitation.
What customers typically say
Illustrative phrasing, not a quote from any real customer or email.
Copy-paste reply template
Fields in curly braces are yours to fill in before sending - nothing in this template sends on its own.
Hi {first name},
Great question - the {product name} is {fabric / spec answer}. {sizing guidance if relevant, e.g. "runs true to size for most people, but the size chart on the listing is worth a quick check"}.
Let me know if you'd like help picking a size or option before you order.
{your name}The policy decision behind it
Pre-purchase questions are time-sensitive in a way post-purchase issues are not - the customer has not committed yet, so a same-day answer matters more than a perfect one. Keep a running product spec sheet (fabric, weight, care, fit notes) so the answer is a copy-paste, not a lookup.
See what Podley drafts for your next customer email.
Connect Gmail and Shopify in about two minutes. From then on Podley reads every new customer email, pulls up the real order from Shopify and Printify, and writes the reply in your voice. Nothing sends until you approve it.