Shipping reply templates

Shipping tickets are where tone matters: you want to be calm, clear, and action‑oriented. Templates help you deliver consistent updates without rewriting the same message 20 times a day.

Core templates

1) Tracking resend

Hi {first_name},

Here is the tracking info for order {order_ref}:
Tracking number: {tracking_number}
Tracking link: {tracking_link}

Best,
{agent_name}

2) Shipping delay update

Hi {first_name},

Quick update on order {order_ref}:
The shipment is delayed — sorry about that. We’re checking with the carrier now.

Tracking: {tracking_link}

Best,
{agent_name}

3) Investigation opened

Hi {first_name},

We opened an investigation with the carrier for order {order_ref}.
This usually takes 2–5 business days. We’ll update you as soon as we hear back.

Tracking: {tracking_link}

Best,
{agent_name}

4) Delivered but missing

Hi {first_name},

Tracking shows order {order_ref} as “delivered”, but you didn’t receive it.
Please check:
• mailbox / safe place
• neighbors / reception desk
• anyone at the delivery address

If it’s still missing, reply to confirm and we’ll investigate.

Best,
{agent_name}

5) Replacement shipped

Hi {first_name},

We sent a replacement for order {order_ref} ✅
Tracking: {tracking_link}

Best,
{agent_name}

Checklist to reduce rework

1. Confirm address and contact details
2. Send tracking link clearly
3. Set expectations (carrier timelines)
4. Open an investigation when needed
5. Offer replacement/refund according to policy