Update reply
We apologize for the delay with your order. It is currently expected to arrive by [date]. We are monitoring the shipment and will notify you of any further changes.
Customer Service
Reply to a Customer About a Delivery Delay
Clear updates that set expectations and reduce frustration. Choose the tone that fits your situation, then copy and personalize it.
Compensation reply
We are sorry for the delivery delay. Your order is now expected by [date], and we have added [credit/refund] to your account for the inconvenience.
Investigating reply
I am sorry your order has not arrived. We have opened an investigation with the carrier and will update you within [timeframe].
Related replies
Customer Service
Reply to a Customer Complaint
Calm, accountable responses that move toward a solution.
Customer ServiceReply to a Refund Request
Useful responses for approvals, reviews, and missing information.
Customer ServiceReply to a Negative Review
Public responses that acknowledge concerns and protect trust.