When a customer asks where their order is, answer the real question: what's happening right now, and when will it arrive.
Re: your order [order number]
Hi [first name], Thanks for checking in. Happy to give you the latest on order [order number]. Right now it's [current status], and it's currently [location or stage]. The carrier's estimate has it arriving by [delivery date]. You can follow it live here: [tracking link] Things are moving as they should, so you shouldn't need to do anything. If it hasn't turned up by [delivery date], reply to this and I'll get straight onto the carrier. Thanks for your patience, [Your name] [Company]
A customer emailed asking where their order is
You need to confirm the current status and ETA
You want to reassure someone who's worried it's lost
Lead with the current status, not an apology
Give the live tracking link so they can self-serve
Set a realistic ETA you can stand behind
Tell them the trigger point for following up
Publish the answer once in your Selvo help center and customers solve it without emailing you. Fewer of these tickets reach your inbox, and your AI agent can cite the article when one does.
See how Selvo Help Center worksAn order confirmation should do two jobs at once: reassure the customer the order went through, and tell them what to expect next.
Once an order ships, the customer wants one thing: a tracking link and a rough idea of when it lands.
When a shipment slips, telling the customer first, before they have to ask, is what keeps the trust intact.
A good out-of-office reply does three jobs. It tells people when you're back, gives them a way to get help now, and names who to reach for anything urgent. This one does all three in a few lines.
Help center, chat widget, AI agent, and shared inbox. The whole support stack on one bill. Free for fourteen days, no credit card.
