Separate shipment status from delivery status.
Keep the reply calm, specific, and aligned with your store policy.
Free template
Pre-shipment delay reply template
Use when an order has not yet shown a carrier scan or shipment movement.
Copy-ready template
Subject: Checking the shipment status for {{order_number}}
Hi {{customer_name}},
I am sorry the shipment has not shown the movement you expected.
We are reviewing the order record and current shipment status. If the tracking page shows a label or pending status on your side, please send a screenshot so we can compare it with our order details.
Thanks,
{{store_name}} Support
Use this carefully
Ask for screenshots only when useful.
Keep the reply calm, specific, and aligned with your store policy.
Do not blame the warehouse or carrier.
Keep the reply calm, specific, and aligned with your store policy.