When to use it
Use when support needs the customer to share the customs notice or carrier message.
Use the wording to explain what the tracking page says, request carrier/customs notice details, and keep policy boundaries clear.
Customs documentation request email template
Ask for details when customs or carrier documentation is unclear.
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 documentation details needed
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
To better understand the customs update for order {{order_number}}, please reply with the exact carrier message, customs notice text, or screenshot shown on the tracking page.
We can review the order information available to store support and explain the next policy-safe step. We cannot provide legal or customs brokerage advice from this email.
Best,
{{store_name}} Support