When to use it
Use when tracking shows refused, unpaid duties, incomplete customs clearance, or return movement.
Use the wording to explain what the tracking page says, request carrier/customs notice details, and keep policy boundaries clear.
Customs return-to-sender email template
Explain when customs or carrier status suggests an international package may return to sender.
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 return update
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Tracking for order {{order_number}} may show that the package is returning to sender or could not continue through customs.
Please reply with any carrier or customs notice you received. Once the latest tracking information is available, we can explain the options listed in our store policy.
Best,
{{store_name}} Support