When to use it
Use when Shopify or fulfillment data may show multiple shipments.
Use the wording to collect evidence, clarify the order issue, and keep policy boundaries clear.
Missing item separate shipment template
Explain that a missing item may be in a separate shipment without overpromising.
This is a free wording template. It does not process payments, inspect warehouses, verify claims, issue refunds, replace items, reship orders, or promise outcomes.
Subject line
Possible separate shipment
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for checking on order {{order_number}}. Some multi-item orders may ship in more than one package. Please check your shipping emails and tracking links for any separate shipment details.
If you do not see a separate shipment for {{missing_item}}, reply here with photos of what arrived and support can explain the next policy-safe step.
Best,
{{store_name}} Support