ChatOn track
It is on track. order.name is with order.tracking.carrier, and the expected delivery is order.tracking.eta. That is before December 25, so it should arrive in time.
Will it arrive by Christmas template
On track for Christmas, or a plan if not.
Check the placed order against the date it is needed, quote the carrier estimate, and offer a backup when it will not make it.Updated · By Ziyad BasheerShort answer
When a customer asks whether a placed order will arrive by Christmas, answer from its tracking: the expected delivery date against the date they need. If it will not make it, say so early and offer a backup such as a digital gift card.The templates
Fills in from Shopify, with a fallbackYours to fill in
ChatNot shipped yet
order.name is being packed and is expected to leave us by date. With standard shipping it should arrive by date, before December 25. You will get tracking by email the day it ships.
EmailWill not arrive in time
Subject: Holiday delivery for order.name
Hi customer.first_name,
Thanks for checking. order.tracking.carrier currently expects to deliver order.name on order.tracking.eta, so it is unlikely to arrive by December 25.
If it needs to be there in time, a digital gift card arrives by email straight away and you can print it for the day. Reply here if you would like help with that, or with anything else on the order.
When to use
A customer with a placed order asks whether it will arrive by Christmas or another holiday date. Not when they have not ordered yet and want the last day to order, or tracking already shows the order is late.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.
Only if
They ask about their orderYour holiday arrival topic is detected, such as “Will my order get here by Christmas?”
Order foundOnly if an order exists, so the reply reads its real tracking.
Not ordered yetShoppers who have not bought get the holiday shipping cutoff template instead.
Example conversation
Customer
Will #5182 get to Halifax before Christmas? It is a present for my parents.
Aide
It is on track. #5182 shipped with UPS on December 14 and is in transit in Montreal, QC, with an expected delivery of Thursday, December 17. That leaves about a week to spare before Christmas.
Customer
Brilliant, thanks.
✓Expected delivery read from live UPS tracking · Order #5182
Frequently asked questions
From the expected delivery date in the tracking, compared with the date they need it. Before it ships, the store’s processing time plus the carrier’s transit time gives the estimate.
Yes, for a verified shopper. Aide reads live tracking from Shopify and directly from UPS and FedEx, including each package of a split order, and answers with the carrier’s estimate.
Say it plainly and early, then offer what you can: a digital gift card, an upgrade your team can arrange, or a printable note for the day. Never promise a date the carrier has not given.
The cutoff template answers shoppers who have not ordered yet with your order-by dates. This one answers customers about an order they already placed, from its tracking.
Related templates
Holiday shipping cutoffThe last day to order for delivery by the holiday.Chat · EmailOrder in transitShipped recently and moving.Email · ChatOrder delayedLate before shipping, or late in transit.Email · Chat · Internal noteUpgrade to faster shippingThe customer wants a faster shipping method.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.