When to use it
Use when the tracking says returning but the store has not received it back yet.
Use the wording to explain the tracking status, gather address and carrier details, and keep policy boundaries clear.
Return-to-sender not yet received email template
Explain that a package is returning but has not yet been received back.
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
Return still in transit
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Tracking for order {{order_number}} shows that the package may be returning to sender, but it has not yet been received back for review.
Please continue checking the carrier page for the latest scan. Once the package status is clearer, support can explain the options available under our store policy.
Best,
{{store_name}} Support