When to use it
Use when tone matters and support needs empathy before the checkpoint.
Use the wording to acknowledge the tracking gap, name a checkpoint, and avoid promising carrier movement.
Tracking no update apology email template
Acknowledge customer frustration when tracking has no update.
This is a free wording template. It does not process payments, contact carriers, move packages, issue refunds, replace items, or promise delivery outcomes.
Subject line
Sorry tracking has not updated yet
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
I am sorry the tracking for order {{order_number}} has not updated yet. I know that can be stressful when you are waiting for a package.
The latest visible carrier status is {{last_tracking_status}}. Please check again by {{next_check_time}}. If there is still no movement, reply here and we can explain the next support step under our store policy.
Best,
{{store_name}} Support