When to use it
Use when tracking suggests the package is available for pickup or held at a carrier location.
Use the wording to explain what the tracking page says, where to check next, and what support can do under policy.
Pickup required email template
Tell a customer that carrier pickup may be required using neutral wording.
This is a free wording template. It does not process payments, contact carriers, redirect packages, issue refunds, or promise delivery outcomes.
Subject line
Pickup may be required for your package
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
The carrier tracking for order {{order_number}} may show that pickup is required or that the package is being held at a carrier location.
Please review the carrier tracking page for pickup instructions, required identification, location details, and deadlines. Store support cannot guarantee carrier pickup rules, but we can help explain our policy options if the package is returned.
Best,
{{store_name}} Support