What should a shipping delay email include?

That the order is late, the newest estimate you have and where it comes from, a tracking link, and what you will do if the new date slips.

Should we offer a discount for a late order?

Apologise when the delay is long or your fault. Offer something only if you would offer it to everyone in the same spot, and write that rule into the scenario so replies stay consistent.

How is a delayed order different from a lost one?

A delayed order still gets tracking scans, just slowly. A lost one has stopped getting them, and only the lost one needs a carrier trace.

Order delay email template

Say it is late, and say what happens next.

Own the delay, give the newest estimate you have, and tell the customer what you will do if it slips again.Updated October 27, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

An order is delayed when it is moving slower than the date you or the carrier gave, before or after it ships. Say plainly that it is late, give the newest estimate you have, and say what you will do if that date slips.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailLate in transit

Subject: An update on order.name

Hi customer.first_name, I am sorry order.name is taking longer than it should. It is with order.tracking.carrier, and the latest update is: order.tracking.status. The carrier's current estimate is order.tracking.eta. You can follow it here: order.tracking.url If it has not arrived by then, reply to this email and we will sort it out with you.

ChatLate leaving the warehouse

Sorry for the wait on order.name. It is taking longer than usual to leave our warehouse and has not shipped yet. We expect it to go out by date, and you will get the tracking link by email as soon as it does.

Internal noteBefore you reply

Delay on order.name. Fulfillment: order.fulfillment_status. Carrier: order.tracking.carrier. Status: order.tracking.status. Estimate: order.tracking.eta. Decide: wait, upgrade shipping, or offer to cancel.

When to send this

They ask about the orderYour order status topic is detected, for either version below.

Late in transitShipment status is in transit, and tracking was created more than a week ago.

Late leaving youTracking exists is not true, and the order was created more than 72 hours ago.

Example conversation

Customer

My order was supposed to arrive last week and it still is not here.

Aide

I am sorry #1042 is taking longer than it should. It is with UPS, and the latest update is: in transit, Memphis, TN. The carrier's current estimate is Friday. If it has not arrived by then, reply here and we will sort it out with you.

✓Expected delivery read from UPS · Order #1042

Frequently asked questions

: That the order is late, the newest estimate you have and where it comes from, a tracking link, and what you will do if the new date slips.
: Apologise when the delay is long or your fault. Offer something only if you would offer it to everyone in the same spot, and write that rule into the scenario so replies stay consistent.
: A delayed order still gets tracking scans, just slowly. A lost one has stopped getting them, and only the lost one needs a carrier trace.

Order in transitShipped recently and moving.Email · Chat Lost in transitTracking has not moved for weeks.Email · Chat · Internal note Order being preparedThe order is confirmed but has no tracking yet.Email · Chat · Internal note

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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