When to use it
Use when tracking exists but the latest carrier scan has not changed.
Use the wording to acknowledge the tracking gap, name a checkpoint, and avoid promising carrier movement.
Tracking not updating reply template
Reply when a Shopify customer says tracking has not updated yet.
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
Tracking update for your order
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}}. The tracking page currently has not updated beyond {{last_tracking_status}}. Carrier scans can sometimes take additional time to appear after a package enters transit.
Please check the tracking page again by {{next_check_time}}. If there is still no movement after that point, reply here and we can explain the support options available under our store policy.
Best,
{{store_name}} Support