When to use it
Use when tracking shows a delivery exception and support needs a clear status reply.
Use the wording to explain what the tracking page says, where to check next, and what support can do under policy.
Delivery exception update email template
Explain a carrier delivery exception without promising a delivery outcome.
This is a free wording template. It does not process payments, contact carriers, redirect packages, issue refunds, or promise delivery outcomes.
Subject line
Delivery exception update for your order
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for checking on order {{order_number}}. The tracking page currently shows a delivery exception. This usually means the carrier needs more time or action before the package can continue.
Please review the carrier tracking page for the latest scan details. If the status does not change by {{next_check_time}}, reply to this email and we can explain the support options available under our store policy.
Best,
{{store_name}} Support