When to use it
Use when the store shipped the order but the carrier has delayed transit.
Use the wording to explain what the tracking page says, where to check next, and what support can do under policy.
Carrier delay exception email template
Respond to carrier-delay exceptions while separating store fulfillment from carrier transit.
This is a free wording template. It does not process payments, contact carriers, redirect packages, issue refunds, or promise delivery outcomes.
Subject line
Carrier delay update for your order
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Your order {{order_number}} appears to be delayed while in carrier transit. Tracking can show a delivery exception when the carrier needs additional processing time or more delivery information.
Please use the tracking page for the latest carrier scans. If there is no movement by {{next_check_time}}, reply here and we can explain the next support step under our store policy.
Best,
{{store_name}} Support