How to use these replies
Each template is in simplified Chinese with an English line underneath so your staff know what they are sending. Replace the words in 【brackets】 once, save the reply as a shortcut, and check it again when anything changes. If your customers mainly read traditional characters, have a reader convert them first. Which script?
Two habits make a big difference: reply the same day, and answer the exact question asked before adding anything else.
The eight replies
1. Opening hours
您好！我们的营业时间是【周一至周五 10:00–20:00，周六周日 11:00–18:00】。公共假期时间可能调整，欢迎来电确认。 Hello! We are open [Mon–Fri 10:00–20:00, Sat–Sun 11:00–18:00]. Hours may change on public holidays; feel free to call to check.
2. Booking
好的，请告诉我们预约日期、时间和人数，我们确认后会回复您。也可以直接在这里预约：【链接】 Sure. Please send the date, time and number of people and we will confirm. You can also book here: [link]
3. Price question
【产品/服务】的价格是【金额 + 币种】，【已含税 / 不含税】。如需更详细的报价，请告诉我们您的具体需求。 The price of [product/service] is [amount + currency], [tax included / plus tax]. For a detailed quote, please tell us what you need.
4. Payment methods
我们接受【现金、银行卡、支付宝、微信支付】。 We accept [cash, cards, Alipay, WeChat Pay].
5. Directions
我们的地址是【地址】，位于【地标】旁边，入口在【描述】。地图链接：【链接】 Our address is [address], next to [landmark]; the entrance is [description]. Map: [link]
6. Out of stock or fully booked
很抱歉，【产品/时段】目前【已售完 / 已约满】。预计【日期】有货 / 可预约【其他时间】，需要为您保留吗？ Sorry, [item/time] is currently [sold out / fully booked]. It should be available on [date] / we have [other times]. Shall we hold one for you?
7. No Chinese-speaking staff
我们的店员主要使用英语沟通，但您可以用中文给我们发信息，我们会借助翻译尽快回复。 Our staff mainly speak English, but you are welcome to message us in Chinese and we will reply using translation as quickly as we can.
8. After the visit
感谢您的光临！如果方便，欢迎在【平台】留下评价，这对我们很有帮助。期待再次见到您！ Thank you for visiting! If you have a moment, a review on [platform] would really help us. Hope to see you again!
Three harder messages
These come up less often but matter more. Have a fluent reader check them once before you save them.
9. A complaint
非常抱歉给您带来不好的体验。请告诉我们具体情况（日期、时间和发生了什么），我们会在【24小时】内回复处理方案。 We are very sorry about your experience. Please tell us what happened (date, time and details) and we will reply with a solution within [24 hours].
10. Refund request
我们已收到您的退款申请。根据我们的退款政策：【政策要点】。如符合条件，款项将原路退回您的【支付方式】，到账时间以支付机构为准。 We have received your refund request. Our refund policy: [key points]. If eligible, the money goes back to your [payment method]; timing depends on the payment provider.
11. Group booking with a deposit
【人数】人以上的团体预约需支付【金额】订金，请在【日期】前通过【链接】支付。订金将从最终账单中扣除；【日期】之后取消不予退还。 Group bookings of [number] or more need a deposit of [amount], payable by [date] via [link]. The deposit is deducted from the final bill; cancellations after [date] are non-refundable.
Write the refund and deposit rules in your own words first, then translate them. A template cannot decide your policy for you.
Tone: small things that read well
| Do | Why |
|---|---|
| Start with 您好 (polite “hello”) | More courteous than 你好 for customers you do not know |
| Use full prices with currency | Avoids confusion with RMB prices people are used to |
| Say clearly what is not possible | “We cannot hold tables after 15 minutes” is better than a vague reply |
| Keep messages short | Many customers read on the move, often while walking to you |
What not to promise
Do not write that staff speak Chinese if they do not, that a price is fixed if it may change, or that a booking is confirmed before you have checked. A clear “we will confirm within one hour” keeps trust better than a quick “yes” you later have to withdraw.
Common questions
Can I use machine translation for replies?
For simple facts, usually yes, especially if you start from a checked template like these. For complaints or anything about money, ask a fluent reader before sending.
Should I reply on WeChat or WhatsApp?
Use whichever channel the customer used. Many visitors from mainland China use WeChat; many from Southeast Asia and residents abroad use WhatsApp. List the channels you actually monitor.