When a shipment slips, telling the customer first, before they have to ask, is what keeps the trust intact.
A quick update on your order [order number]
Hi [first name], I wanted to reach out before you noticed. Your order [order number] is running behind, and I'm sorry for the holdup. The new estimated delivery is [new delivery date]. The delay is down to [brief reason], and we're doing everything we can to get it moving. If the new date doesn't work for you, reply and I'll either keep it on track or refund you in full, whichever you'd prefer. Thanks for bearing with us, [Your name] [Company]
A shipment is delayed and you want to get ahead of it
You can give a realistic new delivery date
You want to offer a wait-or-refund choice
Reach out before the customer has to chase you
Give a specific new date, not a vague "soon"
Explain the reason briefly without over-apologizing
Offer a real option: keep waiting or get a refund
Save this as a saved reply in Selvo's shared inbox, and your whole team sends it in two keystrokes, with assignments, internal notes, and no two agents answering the same email twice.
See how Selvo Shared Inbox 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 customer asks where their order is, answer the real question: what's happening right now, and when will it arrive.
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.
