Apologize without admitting facts you have not verified.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Late delivery apology template
Apologize for a delayed delivery while keeping the response operationally safe.
Copy-ready template
Subject: Sorry your order is delayed
Hi {{customer_name}},
I am sorry your order has not arrived within the expected window. I understand how frustrating that is.
We are checking the available order and tracking details now. Once the status is reviewed, we will reply with the next support step.
Thanks,
{{store_name}} Support
Use this carefully
Acknowledge frustration.
Keep the reply calm, specific, and aligned with your store policy.
Keep the next step factual.
Keep the reply calm, specific, and aligned with your store policy.