When to use it
Use when a package is stuck at a customs scan without new movement.
Use the wording to explain what the tracking page says, request carrier/customs notice details, and keep policy boundaries clear.
Customs clearance no update email template
Reply when customs tracking has not updated for several days.
This is a free wording template. It does not process payments, provide tax or legal advice, act as a customs broker, contact carriers, issue refunds, replace items, or promise customs or delivery outcomes.
Subject line
No new customs update yet
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
The latest tracking status for order {{order_number}} still shows {{last_tracking_status}}. Customs and carrier scans can sometimes remain unchanged while a package is under review.
Please check again by {{next_check_time}}. If there is still no update after that checkpoint, reply here and support can explain the next step available under our store policy.
Best,
{{store_name}} Support