POD customer service templates
"Where is my order" (WISMO) reply template
The second most common reason a POD customer writes in.
20.8% of real customer emails in the same measured sample were WISMO ("where is my order") - the second-largest intent after sizing. Basis: a real POD store’s support inbox, measured Apr 2024 to Dec 2025. See the full data story.
The situation
The customer has not received a shipping update in a while, or none at all, and wants to know where things stand. Most WISMO emails are not angry - they are just checking in, and a fast, specific answer (not a vague "it's on the way") is usually all it takes.
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},
Your order is currently {status - e.g. "in production and on track to ship by {date}" or "shipped and moving - tracking here: {link}"}. {one added detail if relevant, e.g. a known delay reason}.
I'll keep an eye on it and reach back out if anything changes, so you don't need to check in again.
{your name}The policy decision behind it
The reply is only as good as the status behind it - a specific, checked answer ("in production, ships Thursday") builds more trust than a generic "it's on the way." Podley today reads each WISMO email as it lands, checks the live Printify production status and Shopify tracking, and drafts the reply with the real answer. Reaching out to the customer before they have to ask - proactive WISMO deflection - is a feature still being built, not one being sold yet.
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.