When to use it
Use when support needs a fast, neutral reply for most international customs questions.
Use the wording to explain what the tracking page says, request carrier/customs notice details, and keep policy boundaries clear.
Customs delay support macro template
Create a reusable help desk macro for customs-delay tickets.
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
Customs delay support macro
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Thanks for contacting us about order {{order_number}}. The latest tracking status is {{last_tracking_status}}. Please review the carrier tracking page and any customs or carrier notice for instructions. If the status remains unresolved by {{next_check_time}}, reply here with the notice details and support can explain the policy-safe next step.