When to use it
Use when carrier tracking says refused, rejected, or recipient declined delivery.
Use the wording to explain the tracking status, gather address and carrier details, and keep policy boundaries clear.
Refused delivery return email template
Reply when tracking suggests delivery was refused or not accepted.
This is a free wording template. It does not process payments, contact carriers, redirect packages, issue refunds, replace items, reship packages, or promise delivery outcomes.
Subject line
Delivery refusal tracking update
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
The tracking page for order {{order_number}} may show that delivery was refused or not accepted. If you believe this is incorrect, please reply with any carrier details or delivery notice you received.
Once the latest carrier information is available, support can explain what our store policy allows us to review next.
Best,
{{store_name}} Support