Delivered but not received email templates for ecommerce support
What to check when tracking says delivered but the customer has not received the parcel, with four replies that explain the evidence, investigation and approved resolution.
Updated 3 October 2026 · CaseKit team
Delivered-not-received workflow
A delivered scan and a customer’s missing-parcel report can both be true. Acknowledge the report without accusing the customer or claiming the scan settles the issue.
- Match the package and check the delivery event, time and location, if available.
- Confirm the relevant address details privately and check for split shipments.
- Suggest reasonable checks with household members, reception or a safe place. Do not require a customer to approach unsafe locations.
- Follow the carrier’s trace or claim process when needed, keeping ownership of the support reply.
- Give a follow-up date you can meet. A carrier response estimate is not a guaranteed resolution date.
- Offer a replacement, refund or other action only after the necessary approval. Store policy does not remove applicable consumer rights.
Delivered but not received email templates
1. First response: empathy and practical checks
Use when: the carrier marks the package delivered. Include a delivery photo or location only if the carrier provides it, without treating it as proof that the customer received the parcel.
Hi {first_name},
I'm sorry that the parcel for order {order_number} has not reached you.
The carrier marks it as delivered on {verified_delivery_date}. {available_delivery_location_or_photo}
If practical, please check with household members or reception and in the usual safe place. If it is still missing, let me know and I will help with the next step.
Best,
{agent_name}2. Check delivery details before opening a trace
Use when: you need to verify the address through an appropriate private channel. Mask stored details and ask only for the information needed; do not put a full customer address into a public thread.
Hi {first_name},
Thanks for checking. I will help investigate the missing parcel for order {order_number}.
Could you confirm {minimum_address_detail_needed} in this private conversation? The address detail we need to check is {masked_address_detail}.
Once we have checked this, our next step is {available_carrier_or_store_action}. I will update you by {next_update_date}.
Best,
{agent_name}3. Update an open investigation
Use when: the carrier investigation is already open. Keep the follow-up promise realistic and identify any timeline as an estimate rather than a guaranteed outcome.
Hi {first_name},
An update on order {order_number}: we have opened a carrier investigation into the missing parcel.
Reference: {investigation_reference}
Current information: {verified_investigation_status}
I will update you by {next_update_date}, even if the carrier is still checking.
Best,
{agent_name}4. Offer the resolution that has been approved
Use when: the store has reviewed the evidence and approved the listed resolution under its policy and applicable obligations. Remove unavailable options; do not automatically promise both a refund and reshipment.
Hi {first_name},
Thank you for your patience while we checked order {order_number}.
We can now offer {approved_resolution_options}.
The next step is {customer_action_if_needed}.
Estimated timing: {verified_resolution_timeline}.
Please reply if you have any questions or need help with these steps.
Best,
{agent_name}When the status is different
If the package is not marked delivered, use a tracking or shipping delay reply. If the package arrived but an item is absent or incorrect, use wrong and missing item templates. Do not reuse a delivered-parcel reply for an unfulfilled or cancelled order.