Acknowledge the delay clearly.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Late delivery first reply template
Reply when a customer says an order is late and needs a calm first response.
Copy-ready template
Subject: We are checking your delivery update
Hi {{customer_name}},
Thanks for reaching out about order {{order_number}}. I am sorry the delivery is taking longer than expected.
We are checking the order and tracking details now. If you have any updated delivery notice or screenshot, you can reply with it here and we will include it in the review.
Thanks for your patience,
{{store_name}} Support
Use this carefully
Say you are checking order and tracking details.
Keep the reply calm, specific, and aligned with your store policy.
Avoid promising a specific delivery date or outcome.
Keep the reply calm, specific, and aligned with your store policy.