Shipping delay email templates
A late order is less frustrating when the customer hears about it from you first, with a new date and a choice. This template states the delay up front, gives the new estimate and tracking, and offers a way out for anyone who can't wait. The new date is worked out from today, so you only change the number of days when the courier's estimate moves.
;cs-ship-late;cs-ship-late in any app.Variations
The same message for a different channel or tone. Copy the one that fits.
For chat, SMS or any short reply.
For the email you send before the customer notices the order is late.
When to use it
- The carrier or warehouse has pushed a delivery date and the customer has asked where their order is.
- You know about a delay before the customer does and want to tell them first.
- A batch of orders is late and you want each reply to be personal but consistent.
What to avoid
- Don't give a new date you don't believe. A second delay is worse than a vague first one.
- Don't blame the courier by name in a way that sounds like passing the buck. Explain, then own the fix.
- Don't make cancelling sound difficult. The offer only builds trust if it's easy.
The fields in this template
Retext fills these in when the snippet expands. In plain text they become [brackets] to replace by hand.
- Customer name
{fill:Customer name} - Their first name.
- Clipboard
{clipboard} - Pastes whatever you last copied, such as an order number or a link, into that spot.
- Reason for delay
{fill:Reason for delay} - One plain line, e.g. "Our courier is behind after the storms this week." Leave it out if you don't know.
- Date in 5 days
{date+5} - Inserts the date 5 days from today, worked out when the snippet expands. Useful for deadlines and return dates.
- Tracking link
{fill:Tracking link} - The tracking URL for this order.
- Your name
{fill:Your name} - Your first name.
Tips
- •Copy the order number from your store admin first, then type the trigger.
- •If your delays are usually longer, change {date+5} to the right number of days once.
- •For a batch of late orders, the proactive variant with {clipboard} lets you work down a list quickly.
Works in Shopify inbox, Gorgias, Gmail, Zendesk and every other app
Retext types the snippet wherever your cursor is. To use a different version in one app, give it the same trigger and limit it to that app with per-app snippets. They go by app, not website, so every tab in your browser counts as one app.
When a carrier problem hits, an owner can update the delay length in the shared snippet once, and every agent's replies quote the same new estimate.
See Retext for TeamsQuestions
How do you tell a customer their order is delayed?
Say it plainly in the first line, give the new estimated date and the tracking link, and offer a cancellation for anyone who can't wait. Tell them before they ask if you can.
Should I offer compensation for a shipping delay?
For short delays, a clear update and an easy cancellation is usually enough. For long delays or time-sensitive orders, free shipping on the next order or a small credit is a fair gesture.
Related templates
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;cs-slow-replyCustomer support
Hi [Customer name], Sorry for the slow reply, and thanks for waiting. [Short reason] If this doesn't fully answer your q…
Wrong item received
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Hi [Customer name], Sorry about that, you should have received [Correct item], not [Wrong item]. I've sent the right one…
Type ;cs-ship-late, get the whole reply
Retext expands your snippets in every Mac app and fills in names, dates and order numbers for you.
Free to start. No account required on the Mac.