For: Support teams handling international delays, long gaps between scans, failed delivery, and "delivered but not received" cases.
What you can do after reading: Classify exceptions and adapt four working templates.
A useful exception message tells the customer what happened, what the store can confirm, who needs to act, and when the case will be checked again. Reassurance without those details does not help.
Shopify notes that out-for-delivery and delivered notifications depend on events returned by carriers or fulfillment apps. Sources, timing, and accuracy vary.[1] Treat a tracking status as evidence, not an absolute fact, and do not promise a delivery date without support.
Use three exception levels
- A: Wait. An international parcel has no new public scan, but the gap can be normal for the route.
- B: Merchant review. The parcel is well outside the normal route, the carrier error is unclear, or systems disagree.
- C: Customer action. The address is incomplete, delivery failed, collection is required, or the carrier needs the recipient.
The strength of the message should match the level.
Template 1: slower than usual
Subject: Your order may take longer than usual
Hi {{customer_name}}, order {{order_number}} is moving more slowly than we normally see on this route. We have no information showing that the order was cancelled, but the next scan may take longer to appear.
We will check again on {{next_check_date}}. You do not need to act now. The latest status is here: {{tracking_url}}. If there is still no update after {{contact_date}}, reply to this email and we will investigate further.
Template 2: no new scan
Subject: A shipping update for order {{order_number}}
The carrier has not posted a new scan. Cross-border parcels can go quiet during transfer, customs, or a carrier handoff, and that gap does not always mean the parcel has stopped moving.
We suggest waiting until {{next_check_date}}. If the status is unchanged then, we will continue based on the route. Latest status: {{tracking_url}}
Template 3: failed delivery
Subject: Please confirm the delivery details for your order
The carrier could not complete delivery for order {{order_number}}. Check that the address and phone number are correct, look for redelivery or collection instructions, and use the carrier's official contact details if the tracking page asks you to call. Open the case here: {{tracking_url}}. If you cannot complete these steps, reply and tell us what you see.
Template 4: marked delivered, not found
Subject: What to check when an order is marked delivered
The carrier marked order {{order_number}} as delivered. Check the entrance, mailbox, front desk, building collection area, family members, neighbors, coworkers, delivery notes, and any photo the carrier supplied. If the parcel is still missing, contact us before {{deadline}} with the order number and confirmation of the delivery address.
What to leave out
- "Your parcel will definitely arrive tomorrow."
- "It cannot be lost."
- "This is the carrier's problem, not ours."
- "Please wait patiently" without a review date.
- A promotion above a serious delay notice.
These statements are either unsupported or leave the next step with the customer.
Keep one internal record
Record the first exception time, raw carrier status, customer-facing explanation, owner, next review date, escalation rule, and final resolution. Email, tracking page, and support replies should use the same facts.
BestTrack can show a simplified customer status alongside the full merchant history and connect shipping events to notifications. Adjust every template for the route, carrier, and store policy.
Use the latest exception as a test case
Classify the order as wait, merchant review, or customer action. Fill in the current status, last update, known reason, owner, next review time, and escalation rule. Then write the customer message. It should answer whether the customer needs to act and when they will hear from you again.
References
BestTrack focuses on Shopify order tracking, shipping notifications, and post-purchase support.
