That "order not received" email in your inbox is more than just a support ticket—it's a crucial touchpoint with your customer. How you reply can make all the difference in their experience with your brand.
Using a template helps you respond with clarity and confidence every time. We've put together five distinct templates to help you navigate these conversations beautifully.
<template>
Subject: Following up on your order [*Order Number*]
Hi [*Customer Name*],
Thanks for checking in on your order, [*Order Number*]. We've received it and are currently preparing it for shipment.
You can expect to receive a shipping confirmation email, complete with tracking details, within the next [*Number of Business Days*] business days. Everything is proceeding as planned, and we'll notify you the moment your package is on its way.
If you have any other questions, feel free to reply to this email. We're here to help.
All the best,
[*Your Name*]
[*Your Position*]
[*Company Name*]
</template>
<template>
Subject: An update on your order [*Order Number*]
Hi [*Customer Name*],
We're writing to let you know about a delay in shipping your order, [*Order Number*]. We sincerely apologize for this change in schedule.
This is due to [*Reason for Delay, e.g., an unexpected stock issue, a courier delay*]. We now expect your order to ship on or before [*New Estimated Shipping Date*]. You'll receive a confirmation email with tracking information as soon as it's in transit.
We appreciate your patience. If you have any questions or would like to adjust your order, please don't hesitate to reply to this email. We're here to help.
All the best,
[*Your Name*]
[*Your Position*]
[*Company Name*]
</template>
<template>
Subject: So sorry your order [*Order Number*] hasn't arrived
Hi [*Customer Name*],
We are writing to sincerely apologize that you have not yet received your order, [*Order Number*]. We've investigated the tracking information and it appears that your package has been lost in transit. This is not the standard of service we aim to provide, and we take full responsibility.
To resolve this for you immediately, we would like to offer you a choice: we can either send a replacement order right away, or we can process a full refund for you. Please let us know which you would prefer.
We are very sorry for the frustration and inconvenience this has caused. We're here to make it right.
All the best,
[*Your Name*]
[*Your Position*]
[*Company Name*]
</template>
<template>
Subject: Help with tracking your order [*Order Number*]
Hi [*Customer Name*],
Thanks for reaching out. We can certainly help clarify the tracking status for your order, [*Order Number*].
Here is the direct link to your tracking information: [*Tracking Link*]
Currently, your package is marked as "[*Tracking Status*]" by the courier. This typically means [*Explanation of Tracking Status, e.g., it has been picked up and is on its way to the main sorting facility*]. Tracking information can sometimes take 24-48 hours to update after a new scan.
If you don't see any movement after [*Number of Days*] days, please reply to this email, and we'll be happy to investigate further with the courier for you.
All the best,
[*Your Name*]
[*Your Position*]
[*Company Name*]
</template>
<template>
Subject: Your choice for order [*Order Number*]: Refund or Replacement
Hi [*Customer Name*],
We're so sorry that your order, [*Order Number*], hasn't arrived. We understand this is disappointing, and we want to make it right immediately.
It appears your package was lost in transit. To resolve this for you, we'd like to offer two options:
A full refund: We can process a complete refund for your order. The funds should appear back in your account within [*Number of Business Days*] business days.
A free replacement: We can ship a new package to you right away, at no extra cost. We'll provide you with a new tracking number as soon as it's on its way.
Please reply to this email to let us know which you would prefer. We're ready to take care of it for you.
We sincerely apologize for the inconvenience.
All the best,
[*Your Name*]
[*Your Position*]
[*Company Name*]
</template>
Having the right templates is the first step to handling "order not received" inquiries. The next is sending them from a platform that makes customer communication feel effortless. We built Flodesk to provide small businesses with intuitive email marketing tools, helping you manage these conversations and monetize your email list without the steep learning curve.
You don’t need coding or design skills to get started. Our platform gives you everything you need to create, send, and automate emails that engage your audience and build your brand. With a simple email builder, powerful automations, and beautiful forms, Flodesk equips you with all the essentials for effective email marketing, minus the complexity.
Handling "order not received" inquiries with care is fundamental to your customer relationships. These templates provide a solid foundation for clear, empathetic communication.
Flodesk helps you put these principles into practice with an intuitive platform for all your email needs. Sign up to start creating on-brand communications that connect with your audience.
Stunning email marketing and automation tools to bring your brand to life and scale your small business.
