When to use it
Use when support needs a calm first response that does not immediately promise refund or replacement.
Use the wording to acknowledge the customer, request practical checks, gather details, and keep policy boundaries clear.
Delivered but not received reply template
Reply when tracking says delivered but the customer cannot find the package.
This is a free wording template. It does not process payments, contact carriers, confirm lost packages, issue refunds, replace items, or promise delivery outcomes.
Subject line
Tracking says delivered update
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for contacting us about order {{order_number}}. The carrier tracking page currently shows the package as delivered, but I understand you have not been able to locate it.
Please check nearby delivery areas, household members, building staff, mail rooms, parcel lockers, and neighbors if appropriate. If the package is still not found by {{next_check_time}}, reply here and we can explain the next support step available under our store policy.
Best,
{{store_name}} Support