When to use it
Use when tracking suggests the package is returning or may return to sender.
Use the wording to explain what the tracking page says, where to check next, and what support can do under policy.
Returned package delivery exception template
Explain that a delivery exception may lead to returned-to-sender status.
This is a free wording template. It does not process payments, contact carriers, redirect packages, issue refunds, or promise delivery outcomes.
Subject line
Returned package tracking update
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Tracking for order {{order_number}} may show that the package is returning to sender or could not be delivered.
Please reply with your order number and current shipping address. Once the latest tracking information is available, we can explain the options listed in our store policy.
Best,
{{store_name}} Support