Instagram DM Reply Templates for Local Businesses

Prices (4 replies)

1. Fixed price

Hi [Name], [service/item] is [price]. That includes [what's included]. Would you like me to book you in or hold one for you?

2. Price depends

Hi [Name], it depends on [length/size/number of guests]. Most [service] come to between [low] and [high]. If you send me [a photo/the date and numbers], I'll give you an exact price today.

3. Price list request

Here's our full price list: [link]. Prices were updated on [date]. Anything on it you'd like to book?

4. "Any discount?"

Thanks for asking. We keep our prices the same for everyone, but [regular offer, e.g. 'weekday mornings include a free fringe trim'] if that helps.

Bookings (5 replies)

5. Slot available

Yes, we have [time] on [day]. Shall I put it under [Name]? I'll just need a phone number for the booking.

6. Slot not available

Sorry, [time] on [day] is full. I can do [option 1] or [option 2]. Would either work?

7. Send to booking link

You can book here and see every free slot: [link]. If nothing fits, tell me your ideal time and I'll check for cancellations.

8. Large group or event

We'd love to host you. For [number] people we [set menu/deposit/private area]. What date are you thinking, and roughly what time?

9. Confirming a booking

All set: [Name], [number] people, [day, date] at [time]. If anything changes, just reply here.

Menu and allergens (4 replies)

14. Menu request

Here's today's menu: [link]. The [dish] is our most ordered this week if you want a tip.

15. Dietary option

Yes, we have [number] [vegan/gluten-free/halal] dishes, marked on the menu: [link]. Want me to note it on your booking?

16. Allergy question

Thanks for telling us. Our allergen information for every dish is here: [link]. Recipes can change, so please also tell the team when you order and they'll check the ingredients with the kitchen. If you'd like to talk it through first, call us on [number].

17. Cross-contact question

We do use [allergen] in our kitchen, so we can't promise there's no cross-contact. The team can tell you what we can do to reduce it. Please call [number] before you come in so we can check with the chef on the day.

Delivery and orders (4 replies)

18. Do you deliver?

Yes, within [area/distance], [days and times]. You can order here: [link]. Delivery is [price or 'free over X'].

19. We don't deliver

We don't deliver ourselves, but you'll find us on [app] for [area]. Or order here and pick it up in [X] minutes: [link].

20. Where's my order?

Sorry for the wait, [Name]. Can you send me your order number? I'll check right now and come back to you within [15 minutes].

21. Custom order

We can do that. For [item] we need [X days] notice and a [deposit]. What date do you need it, and how many people is it for?

Complaints (5 replies)

22. First response

[Name], I'm sorry. That's not the [visit/order] we want for you. Thank you for telling us directly. Can you tell me [the date and time/your order number] so I can look into it today?

23. Wrong or missing item

I'm sorry we got that wrong. I can [send the missing item/refund that item/replace it on your next visit]. Which would you prefer?

24. Service or staff complaint

Thank you for letting us know. I'm the [owner/manager], and I'll speak to the team about it. Would you be happy to talk on the phone? My number is [number], or send me yours and a good time.

25. Public comment, move to DM

Public reply: "We're sorry to hear this, [Name]. We've sent you a message so we can put it right." Then send reply 22 by DM.

26. After it's resolved

Thanks again for your patience, [Name]. [Refund/replacement] is done. If anything else comes up, message me here directly.

Refunds (3 replies)

27. Refund approved

I've refunded [amount] to the card you paid with. Your bank usually shows it within [X] working days. Sorry again for the trouble.

28. Policy says no

I understand. Our policy is [policy, e.g. 'deposits are refundable up to 48 hours before']. Because this is within [time], I can't refund it, but I can [move the booking/give credit] instead. Would that help?

29. Need to check

Let me check this with [the owner/our booking system] and come back to you by [time today].

Collaborations (4 replies)

30. Interested, need details

Thanks for thinking of us. Could you send your rates, your audience's location and two recent examples of local partnerships? We'll reply within a week.

31. Free meal or service for content

We're open to it for creators with a local audience. If we go ahead, we'd ask that the post makes clear it was gifted. What would you plan to post?

32. Polite no

Thanks for getting in touch. We're not taking on partnerships right now, but we'd love to see you in as a customer.

33. Asking to repost their content

We love your photo of [item]. May we share it on our feed with a credit to you? We won't edit it beyond cropping.

Jobs (3 replies)

34. Hiring

Thanks for your interest. We're hiring [role]. Please send your CV to [email] or apply here: [link], and mention this message.

35. Not hiring

Thank you. We're not hiring right now, but we post openings on our page first. Feel free to send your CV to [email] for next time.

36. Follow-up on application

Thanks for checking in. [Name] is reviewing applications this week and will contact everyone by [date].