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Shopify 'where is my order' email reply template
A good 'where is my order' reply tells the customer where the parcel is, what happens next, and when you'll check again. Put the carrier and tracking link in the first two lines, then say what you'll do if the tracking does not move.
Find the parcel before you write
Open the order and copy the fulfillment status and the carrier. Add the tracking number. Open the tracking page yourself before you paste the link, because a label can be printed while the parcel is still on your shelf. If the carrier shows no scan yet, write the date the label was created and the day you expect the first scan.
Check whether the order went out in more than one parcel. A split shipment needs a line for each tracking number, or the customer will think half the order is missing.
Put the answer in the first two lines
Customers scan for the location and the date, so lead with both. Say the order left on a named date and is with a named carrier. Then add the tracking link as plain text, because some email clients strip the link styling and leave a bare number.
If the parcel is late, give the new delivery window you can stand behind. If you don't have one, say you'll ask the carrier and give the exact time you'll reply. A promise to check at 4pm today is better than 'soon'.
What to do when tracking is stuck
A tracking page with no movement for several days is a carrier trace rather than a customer problem. Open the trace, then tell the customer the trace number and the date the carrier promised an answer. If the carrier confirms the parcel is lost, replace or refund it without making the customer wait for the trace to close.
Copy-paste reply templates
If the parcel is on its way
Hi [first name],
Your order [order number] left our warehouse on [date] and is with [carrier]. You can follow it here: [tracking link].
The carrier expects to deliver by [date]. If it hasn't arrived by then, reply to this email and I'll open a trace with them the same day.
Thanks,
[your name]
If tracking has not moved
Hi [first name],
I checked [order number] this morning. The label was created on [date], but [carrier] has not scanned the parcel yet, so it may still be with us or in their first depot.
I've asked [carrier] to trace it and I'll write back by [time] on [date] with an answer. If they can't find it, I'll send a replacement or refund you, whichever you prefer.
Thanks for your patience,
[your name]
If tracking says delivered but nothing arrived
Hi [first name],
I'm sorry the parcel isn't there. [carrier] marked [order number] as delivered on [date] at [time], and the address on the order is [address].
Please check with neighbours and your building's mail area, then reply to this email. If it still hasn't turned up, I'll file a claim with [carrier] and send a replacement or refund once they answer.
Thanks,
[your name]
When to escalate to the owner
- A refund or replacement above the cap you set for the inbox.
- A message that mentions a lawyer, a regulator or a chargeback.
- An injury or a safety problem with a product.
- The same customer writing a third time about the same order.
- A press or influencer request for a statement.
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