When to use it
Use when the exception is still unresolved and support needs to set a reasonable follow-up checkpoint.
Use the wording to explain what the tracking page says, where to check next, and what support can do under policy.
Delivery exception no movement email template
Answer a customer when tracking has not moved after a delivery exception.
This is a free wording template. It does not process payments, contact carriers, redirect packages, issue refunds, or promise delivery outcomes.
Subject line
Tracking has not updated yet
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
I understand why the lack of movement is frustrating. Tracking for order {{order_number}} still shows the last carrier update as {{last_tracking_status}}.
Please allow until {{next_check_time}} for the next scan. If there is still no update after that point, reply here and we can explain the store policy options available for unresolved carrier statuses.
Best,
{{store_name}} Support