Store · Customer service

Ready-made replies for the six situations that eat up your day.

Pre-sale questions, delays, returns, exchanges, bad reviews and post-sale. Each situation comes with one text to reply inside the marketplace and another for WhatsApp, plus two variations: one for buyers who are already upset, another for buyers who are just asking.

Buy See inside →

templates · 36 messages · 6 situations × 2 channels

🔒 included in the full file

buyeryour storeorderproduct

change the fields and the message changes

marketplace

it's text, you adapt it

In short

What it is: A file with 36 ready-made messages for the six situations that take up most of a marketplace seller's day: pre-sale questions, delays, returns, exchanges, bad reviews and post-sale.
Who it is for: Sellers who answer buyers by hand and repeat the same six conversations every day, on their own or with more than one person handling customer service.
What it delivers: Each situation in two channels, inside the marketplace and on WhatsApp, with the standard message, a variation for upset buyers, a variation for buyers who are just asking and a list of what not to write. Your store's details go in marked fields that you fill in once.
What it is not: It is not a bot, it is not an integration and it does not reply on its own: it is text to paste into the channel's saved replies or into WhatsApp Business quick replies. No message promises a deadline, amount, discount or refund.

Sample

What it looks like inside.

Screenshot of the file: the late delivery reply, exactly as it comes. Whatever is in curly braces is a field for your store.

The six situations

Two texts per situation: marketplace and WhatsApp.

The marketplace text is formal and never sends anyone off the channel: doing that breaks the platform's rules and can get your account suspended. The WhatsApp one is warmer, because there the buyer is already yours.

Pre-sale question

The question about size, compatibility or delivery time that turns into a sale when you answer it quickly and fully.

Late delivery

The order is past its date. How to reply without taking blame that isn't yours and without promising a date you don't control.

Return

The buyer wants to return the item. The text guides them through the channel's process, without making up policy in the middle of the conversation.

Exchange

Wrong size, color or model. With a field for your rule on who pays the shipping.

Bad review

The public reply other buyers will read. Short, with no arguing and without sounding defensive.

Post-sale

The message after delivery: it confirms everything arrived right and asks for a review without sounding pushy.

How it works

You fill in the fields once and use them forever.

1 · Fill in your store's fieldsShipping time, exchange policy, who pays exchange shipping, support hours. Everything that depends on your store is marked in curly braces, like {shipping_time}, because deadlines and policies are yours, not ours.

2 · Paste it where you already replyIn the marketplace's saved replies, in WhatsApp Business quick replies or in a notepad. No need to install anything.

3 · Adjust the tone and goEach situation has a version for upset buyers and a neutral version. Pick the one that fits, change the name and send it.

It is for you if you

answer buyers by hand and repeat the same six conversations every day;
have lost your cool replying to a bad review;
have more than one person replying and each one writes differently;
want to standardize today, without paying for a bot or an integration.

It is not for you if you

want someone to reply for you: this is text, not a customer service team;
expect automatic replies: it is not a bot, not an integration and it does not send anything;
need a ready-made exchange policy: the rule is your store's and it goes in the fields;
want messages with a written discount or deadline: none of them promises an amount or a date.

What these texts don't do

They don't promise deadlines, amounts, discounts, free shipping or refunds: that is your store's policy and it goes in the fields. They don't reply on their own: it is not a bot or an integration. And they never mention Navega in any message: the text belongs to your store.

Also available today: the management and dashboard kit and all the digital products.

Buy

All 36 messages, in one single payment.

12 blocks, in Brazilian Portuguese: six situations in two channels
the standard message and the two tone variations
what NOT to write in each situation

R$ 27one-time payment (billed in Brazilian reais)

Buy nowPix or card. The download appears as soon as the payment is confirmed.See it in the store, with the other products →

Frequently asked questions

What sellers ask before talking to us.

Do the messages reply on their own?

No. It is ready-made text for you to paste where you already reply today. Automating customer service is a different path: Automation and AI, which is a service.

Do the messages work for any marketplace?

Yes. The marketplace ones were written with no link, phone number or email, because pulling the buyer off the channel breaks the platform's rules and can get your account suspended.

What about my exchange policy and my deadlines?

They go in the fields marked in curly braces, which you fill in once. No deadline or policy comes pre-written: deadlines and rules belong to your store, not to Navega.

How do I buy?

Click Buy now and pay by Pix or card. As soon as the payment is confirmed, the download appears on the screen and stays in your order link. Navega Inovação em Tecnologia Ltda issues an invoice (Brazilian nota fiscal).