Updated: April 19, 2024
Unforeseen circ*mstances can sometimes lead to shipping delays, leaving businesses scrambling to manage customer expectations and maintain a positive customer experience. A well-crafted, empathetic, and proactive response can make all the difference in turning a potentially negative situation into an opportunity to strengthen customer relationships.
In this article, we present a range of examples that companies can use to effectively communicate with customers facing delayed orders. By learning from these examples, you'll be better prepared to manage customer concerns, offer solutions, and maintain trust during shipping delays, ultimately fostering a loyal and satisfied customer base.
Table of Contents
- Example Email Templates
- 1 Updated Delivery Date
- 2 Discount Offer for Delay
- 3 Delay Due to Partner
- 4 Holiday Delay
- 1 New Delivery Date
- 2 Discount Code
- 3 Free Shipping Next Order
- Phone Script Examples
- 1 Calling to Inform of Delay
- 2 Apology to Upset Customer
- 3 Appreciation Offer for Loyal Customer
- 4 Apology and Shipping Refund
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Example Email Templates
Updated Delivery Date Copy Snippet Copied!
Subject: Important Update: Shipping Delay for Your Order [#OrderNumber]
Dear [Customer’s Name],
We regret to inform you that there has been an unforeseen delay in the shipment of your recent order [#OrderNumber]. Due to [reason for the delay, such as supply chain issues or carrier delays], your estimated delivery date has been updated to [new delivery date].
We sincerely apologize for any inconvenience this may cause and appreciate your understanding. If you have any questions or concerns, please do not hesitate to contact our customer support team at [support email] or [support phone number].
Thank you for your patience and continued support.
Best regards,
[Your Name]
[Your Title]
[Your Company]
Here’s a video showing how to use these Snippet templates in TextExpander:
Discount Offer for Delay Copy Snippet Copied!
Subject: Urgent Notice: Temporary Shipping Delay on Order [#OrderNumber]
Dear [Customer’s Name],
We are writing to inform you of an unexpected delay affecting the shipment of your recent order [#OrderNumber]. Due to [reason for the delay], the new estimated delivery date is now [new delivery date].
We understand how disappointing this news may be and would like to offer you a [discount/gift card/offer] as a token of our apologies. Please use the code [discount code] on your next purchase with us.
Should you have any questions or need further assistance, please do not hesitate to reach out to our customer support team at [support email] or [support phone number].
Thank you for your understanding and loyalty.
Sincerely,
[Your Name]
[Your Title]
[Your Company]
Delay Due to Partner Copy Snippet Copied!
Subject: Order Update: Shipping Delay for Order [#OrderNumber]
Dear [Customer’s Name],
We wanted to provide you with an update on your recent order [#OrderNumber]. Unfortunately, due to [reason for the delay], there has been a delay in shipping your items. Your new estimated delivery date is [new delivery date].
Please rest assured that we are working closely with our partners to expedite your shipment and minimize any further delays.
If you need assistance or have any questions, please feel free to reach out to our customer support team at [support email] or [support phone number].
We apologize for any inconvenience this may cause and appreciate your understanding.
Best regards,
[Your Name]
[Your Title]
[Your Company]
Holiday Delay Copy Snippet Copied!
Subject: Update on Your Order and Apology for Delay
Dear [Customer’s Name],
I hope this message finds you well. I’m writing to inform you about a delay in the shipment of your recent order [Order Number] due to the high volume of orders during the holiday season.
We sincerely apologize for any inconvenience this may cause. Our team is working diligently to process and ship your order as quickly as possible. As a token of our apology, we will be [mention any compensation, like a discount on your next purchase, a small gift, etc.].
Thank you for your patience and understanding. If you have any further questions or concerns, please don’t hesitate to contact us.
Warm regards,
[Your Name]
[Your Position]
[Company Name]
[Contact Information]
Chat & SMS Message Examples
New Delivery Date Copy Snippet Copied!
Support Agent: Hi [Customer’s Name], thank you for contacting [Your Company] support. I wanted to let you know that there has been a shipping delay with your order [#OrderNumber]. The new estimated delivery date is [new delivery date]. We apologize for the inconvenience this may cause. If you have any questions or concerns, feel free to ask.
Discount Code Copy Snippet Copied!
[Your Company]: Hi [Customer’s Name], your order [#OrderNumber] is facing a shipping delay. New estimated delivery: [new delivery date]. We apologize and as a token of our appreciation, here’s a 10% off code for your next purchase: [discount code]. Need help? Contact us: [support phone number] or [support email].
Free Shipping Next Order Copy Snippet Copied!
[Your Company]: Hello [Customer’s Name], we’re sorry to inform you that your order [#OrderNumber] has experienced a delay. New delivery date: [new delivery date]. To make it up to you, please enjoy free shipping on your next order with code: [discount code]. For questions or support, reach out to [support phone number] or [support email].
Phone Script Examples
Calling to Inform of Delay Copy Snippet Copied!
Support Agent: Good [morning/afternoon/evening], [Customer’s Name]. My name is [Agent’s Name], and I’m with [Your Company]. I wanted to give you a quick call to inform you of a shipping delay that has affected your order [#OrderNumber]. Due to [reason for the delay], your new estimated delivery date is [new delivery date]. We understand how important timely deliveries are, and we sincerely apologize for any inconvenience this may cause. If you have any questions, concerns, or need any assistance, please feel free to let me know, and I’ll be happy to help.
Apology to Upset Customer Copy Snippet Copied!
Support Agent: Hello [Customer’s Name], this is [Agent’s Name] from [Your Company]. I understand that you’re upset about the shipping delay for your order [#OrderNumber], and I want to sincerely apologize for the inconvenience this has caused you. We know how important it is to receive your order in a timely manner, and we’re truly sorry for not meeting your expectations in this case.
I’d like to assure you that we’re actively working on resolving the issue that caused the delay, which is [reason for the delay]. Your new estimated delivery date is [new delivery date]. To make up for this inconvenience, I’d like to offer you a [discount, voucher, or free shipping] for your next purchase with us.
If there’s anything else I can do to assist you or if you have any further questions or concerns, please don’t hesitate to let me know. We value your business and want to ensure you have the best possible experience with our company.
Appreciation Offer for Loyal Customer Copy Snippet Copied!
Support Agent: Hello [Customer’s Name], this is [Agent’s Name] from [Your Company]. I hope you’re having a great day. First of all, I want to thank you for your continued support and loyalty to our company. We truly appreciate your business.
I’m calling to inform you about an unexpected shipping delay affecting your recent order [#OrderNumber]. Due to some logistics issues, the delivery of your package has been delayed. We’re working closely with our logistics partners to resolve the matter as quickly as possible. Your new estimated delivery date is [new delivery date]. We sincerely apologize for any inconvenience this may cause and appreciate your understanding.
As a token of our appreciation for your loyalty, we’d like to offer you a [discount, voucher, or free shipping] on your next purchase with us.
If you have any questions or concerns or need any further assistance, please don’t hesitate to let me know. We want to ensure you have the best possible experience with our company, and we’re here to help.
Apology and Shipping Refund Copy Snippet Copied!
Support Agent: Hello [Customer’s Name], this is [Your Name] from [Company Name]. I’m calling regarding your recent order with us. We’ve encountered an unexpected delay in shipping your item due to [briefly mention the reason for the delay, if known and appropriate]. We understand how important timely delivery is to you, and we sincerely apologize for this inconvenience.
As a gesture of our commitment to customer satisfaction, we would like to offer you a full refund of the shipping costs for your order. We are also working diligently to ensure your package is delivered as soon as possible.
We truly appreciate your understanding and patience in this matter. If there’s anything more we can do to assist you, please let us know. Thank you for choosing [Company Name].
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Subject: Share the Love and Get Rewarded – Our Referral Program is Here!<br><br>Dear [Customer's Name],<br><br>As a valued customer, your support and satisfaction are our top priorities. If you've enjoyed your experience with us, we'd like to invite you to participate in our new referral program and earn rewards for spreading the word!<br><br>For every friend or family member you refer to us who makes a purchase, you'll receive a $25 gift card as a thank you for sharing the love. And to sweeten the deal, your referred friend will also get a 10% discount on their first purchase.<br><br>To participate, simply forward this email to your friends and ask them to mention your name when they make their purchase.<br><br>Thank you for your continued support and for helping us grow our community.<br><br>Best regards,<br><br>[Your Name]<br>[Your Title]<br>[Your Company]
Subject: Help Us Grow and Enjoy Exclusive Benefits<br><br>Dear [Customer's Name],<br><br>As a valued member of our community, we would be honored if you would consider referring friends or family members to our business. To show our appreciation for your support, we have created a special referral program just for you.<br><br>For each successful referral you make, you'll earn points that can be redeemed for exclusive rewards, such as discounts, free products, or gift cards. Your referred friends will also receive a welcome gift when they make their first purchase.<br><br>To join the referral program, simply sign up here: [Referral Program Registration Link]<br><br>Thank you for your ongoing support, and we look forward to welcoming more amazing customers like you into our community.<br><br>Best wishes,<br><br>[Your Name]<br>[Your Title]<br>[Your Company]
Subject: Share Your Experience and Win a Special Prize<br><br>Dear [Customer's Name],<br><br>We're excited to announce our ""Share Your Experience"" contest! If you've had a great experience with our products or services, we'd love for you to share it with your friends and family.<br><br>To enter the contest, simply refer a friend to our business using the referral form here: [Referral Form Link]. When your friend makes their first purchase, you'll be entered to win a special prize valued at $100!<br><br>The more friends you refer, the more chances you have to win. Plus, as a bonus, each friend you refer will receive a 10% discount on their first purchase with us.<br><br>The contest runs until [End Date], and the winner will be announced on our social media channels on [Announcement Date]. Don't miss this opportunity to share your experience and win a fantastic prize!<br><br>To stay up to date on the contest, be sure to follow us on Facebook, Instagram, and Twitter. Good luck, and thank you for your continued support.<br><br>Best of luck,<br><br>[Your Name]<br>[Your Title]<br>[Your Company]
Subject: Collaborate and Save with Our B2B Referral Initiative<br><br>Dear [Customer's Name],<br><br>We hope you've been enjoying the benefits of our products and services. As a token of our appreciation for your partnership, we'd like to offer you an exclusive discount – all you have to do is introduce us to other businesses that could benefit from our offerings.<br><br>When you refer a business that signs up for our services, you'll receive a 15% discount on your next invoice. Plus, the referred business will enjoy a 10% discount on their first order.<br><br>To participate, simply share this unique referral link with your business contacts: [Referral Link]<br><br>We look forward to continuing our collaboration and offering exceptional value to your business network.<br><br>Warm regards,<br><br>[Your Name]<br>[Your Title]<br>[Your Company]
Subject: Boost Your Business with Our B2B Referral Partnership<br><br>Dear [Customer's Name],<br><br>We are excited to announce our new B2B Referral Partnership program, designed to strengthen our collaboration while expanding our reach to other businesses in need of our services.<br><br>By referring other businesses to us, you'll receive a commission of 5% on their first year's total contract value. In addition, the businesses you refer will enjoy a 5% discount on their first order, making it a win-win situation for everyone involved.<br><br>To get started, please click the link below to access your personalized referral dashboard:<br><br>[Referral Dashboard Link]<br><br>Thank you for your continued support, and we look forward to fostering even stronger partnerships with your help.<br><br>Sincerely,<br><br>[Your Name]<br>[Your Title]<br>[Your Company]
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