POD customer service templates
Sizing and exchange request reply template
The single most common reason a POD customer writes in - more than WISMO.
30.0% of real customer emails in a measured 20-month sample were sizing or exchange requests - the largest single intent, ahead of "where is my order". Basis: a real POD store’s support inbox, measured Apr 2024 to Dec 2025. See the full data story.
The situation
The order arrived and the fit is off - too small, too big, sleeves too long, whatever it is. The customer is not angry, just wants the right size. For an apparel POD store this is the number one reason the inbox gets a new email, and it is worth having a reply ready before it happens rather than composing one from scratch every time.
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},
Happy to help get you the right fit. I've started a {new size} {product name} for you today - no need to send the original back first; keep it, gift it, or donate it.
You'll get a shipping confirmation once the new one leaves production, usually within {your production window}.
Anything else I can help with?
{your name}The policy decision behind it
Most POD sellers grant a free size exchange without requiring the original back, because print-on-demand items have no resale value once made and a return shipment usually costs more in time and shipping than the reprint does. Set your own window (many sellers use 30 days from delivery) and state it plainly so the customer never has to ask.
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.