DM templates · Instagram and Facebook
DM templates for an online shop's busiest questions
Online shops get the same handful of DMs every day: where's my order, does it come in my size, can I send it back. These 12 templates cover them, plus a restock reply and a discount code. Copy one, fill in the curly brackets and keep the tone as friendly as the shop.
Updated 6 October 2026 · 12 templates
12 messages to copy
Tap a card to copy the message. Swap anything in braces, like {name}, for your own words before you send it.
Where is my order?
Hi {name}, thanks for asking. Your order was sent on {time} and you can follow it here: {link}. If the tracking hasn't moved for three days, tell me and I'll chase the courier.
Give them the tracking link and a point at which to worry. That's what they were really asking.
Delivery times and cost
We post within {time} of your order. Standard delivery is usually 3 to 5 working days, and the full list of prices by country is here: {link}.
Only quote delivery times you can meet. Say “working days” so no one counts the weekend.
Which size should I get?
Happy to help! Tell me your usual size in a brand you like and how you'd like it to fit, loose or close, and I'll suggest one. The size chart is here as well: {link}.
Asking about a brand they already wear is more reliable than asking for measurements, which people guess.
Return and exchange
You can send it back within {time} of it arriving, as long as it's unused. Here's how to start a return or swap for a different size: {link}. Tell me if it's easier to do it together here.
State your actual policy. If you charge for return postage, say so now rather than at the post office.
Back in stock
Good news, {name}! The one you asked about is back in stock. Here's the page: {link}. I can't promise it will last, because it sold out fast last time.
Only message people who asked to be told, and only inside 24 hours of their last message. The honest line about stock is a better nudge than an invented countdown.
Out of stock, and no restock date
Sorry, we've sold out of that one and I don't have a date for more yet. I'd rather not guess. Would you like me to suggest something similar in the meantime?
“I don't know yet” is better than a date you may miss. It leaves a way to keep the chat going.
Discount code
Thanks for asking! Here's your code for {name}: {link}. It works on your first order. If you hit a problem at checkout, send me a screenshot and I'll sort it.
Describe what the code really covers. Don't call it a “limited time offer” unless it expires.
Recommend a product
For {name}, I'd go for this one: {link}. It's our most popular for that, and customers say it lasts. If you tell me your budget I can suggest a cheaper alternative too.
Recommend one item, not five. A single, confident choice is easier to act on than a catalogue.
Damaged or wrong item
I'm so sorry, {name}, that's not how it should have arrived. Please send your order number and a photo, and I'll arrange a replacement or refund today. You don't need to post anything back yet.
Only promise what you'll do. Ask for the order number and a photo in the same message so you can act at once.
Order thank-you
Thank you for your order, {name}, it means a lot to a small shop. It's being packed now. If you need anything before it arrives, message me here.
Send it while the chat is open. Leave out an upsell, since they've just paid and the message is a thank-you.
Review request
Hi {name}, it should have reached you by now. If you're happy with it, would you leave a short review? It helps other people decide: {link}. If something's wrong, tell me first and I'll fix it.
Offering to fix a problem first catches unhappy customers before they post a public complaint.
Wholesale or bulk enquiry
Thanks for your interest in ordering in bulk. Could you tell me what you'd like, how many, and where it's going? I'll come back to you with prices by {time}.
A bulk order is worth a person's reply. Ask for the details that let you quote once.
Set it up in DMFast
DM keyword SHIPPING, delivery answer
A DM keyword answers the question for anyone who asks, at any hour. Because the person has written to you, the chat is already open, and the question about their country keeps it moving until the card with the details goes out.
Pick direct messages
Connect your Instagram account or Facebook Page and add an auto-reply for DMs. It answers messages, not comments.
Set the word: SHIPPING
Any message with the word SHIPPING in it gets this answer, in capitals or not.
Paste the message
Add the message shown here and the link card that goes with it.
Free plan, no card. Instagram professional accounts and Facebook Pages.
Rules to know
- Automated replies sent through Meta's API must go out within 24 hours of the person's last message. Restock and discount messages outside that window can't be sent by a tool.
- A comment under a product post can get one private reply, within 7 days of the comment. It is plain text, and the person has to answer before a link or product card can follow.
- Meta's human agent tag lets a real person reply up to 7 days after a message, for support such as a damaged order. It is not for promotions.
- Instagram allows no more than 750 private replies to comments per hour per account, which matters when a product post goes quiet then suddenly takes off.
- You can't DM past customers about a sale through official tools unless they wrote to you first, and then only within the 24-hour window.
Sources
Which DMs a shop can safely automate
The messages where every customer gets the same facts are safe to run automatically: delivery times, returns, size charts, discount codes and stock information. The ones that depend on a particular order or a particular upset person should be written by someone who can look at the order.
| Question | Automate? | Why |
|---|---|---|
| Delivery times and cost | Yes | Same answer for most customers |
| Size guide | Yes | A link to your chart, plus a prompt to ask you |
| Return policy | Yes | A fixed policy, easy to repeat accurately |
| Discount code | Yes | From a keyword, within the 24 hours |
| Where is my order | Partly | Needs the person's order, so offer a tracking link |
| Damaged or wrong item | No | Someone must see the photo and decide |
Comment keywords on product posts
A shop's best-performing posts often show one product. A comment word such as SIZE or LINK under a post turns every interested person into a conversation, instead of making them hunt for it in your bio. The first DM is plain text, so it asks a short question such as which size they usually wear. The link or a carousel of related products follows their answer.
Tip: Use a different keyword on different posts if you can, so you can see which products get the most interest.
Mistakes that cost sales
- Quoting a delivery time you can't meet. It brings a complaint later that a more honest answer would have avoided.
- Sending the full catalogue in answer to a single question.
- A discount code that doesn't work at checkout. Test it yourself before you share it.
- Replying to a damaged-item message with a form letter. Say sorry in your own words first.
- Ignoring “is this back in stock?” comments. They are among the most purchase-ready messages you get.
Questions people ask
Can an online shop automate Instagram DMs?
Yes, if it has a Business or Creator account and uses a tool built on Meta's official API. Typical set-ups answer comment keywords, DM keywords such as SHIPPING or SIZE, and Story replies. They can't message customers who haven't written first.
How do I tell people an item is back in stock?
Within 24 hours of a person's last message you can tell them directly. After that, a tool can't, so you'd collect their email address and send a restock email instead. Many shops ask for an email in the first message for that reason.
Should I give a discount code in a DM?
It works well as a reward for a comment keyword or a first message. Say what it covers and when it ends, if it does. Don't call it a limited-time offer when it is not, because buyers soon notice a code that never expires.
Can I use these on a Facebook Page shop?
Most of them. Messenger has the same 24-hour rule and one private reply per comment within 7 days. Story replies don't exist on Facebook, so skip any message built around them.
What should a shop do about complaints in DMs?
Answer them yourself, quickly and in your own words. Say sorry, ask for the order number and a photo in one message, and say what you'll do. If you need longer than a day, a real person can still reply for up to 7 days using Meta's human agent tag.
Related templates
- Order status repliesInstagram · 14 templates
- Shipping and delivery questionsInstagram · 15 templates
- Size guide and sizing questionsInstagram · 14 templates
- Refund and returns repliesInstagram · 14 templates
- Restock and drop notificationsInstagram · 13 templates
- Send a discount codeInstagram · 13 templates
Set-ups by business
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