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  3. Where is my order?

“Where is my order?” reply template

Customers ask this when a parcel is later than they expected or its tracking hasn't moved. The reply needs the order's status, the tracking link and the day the parcel should arrive.

Reply

Hi [first name],

Thanks for your message. Your order [order number] left our warehouse on [date] with [carrier]. You can follow it here: [tracking link].

Deliveries to [country] take [number] working days, so it should arrive by [date]. If it hasn't arrived by then, reply to this email and we'll look into it with [carrier].

Best regards,
[your name]
[business name]

When the answer isn't known yet

If you have to ask the warehouse or the carrier first, say so, and say when you'll write again.

Hi [first name],

Thanks for your message about order [order number]. We're checking with [carrier] where it is and will email you by [day] with an update.

Best regards,
[your name]
[business name]

Pip drafts replies like these from your delivery page and FAQ: carriers, delivery times and what to do when a parcel is late. Pip can't see orders, so a draft about one order says your team will check and get back to the customer, and waits for approval.

Other reply templates

  • Can I return this?

    A reply for customers who want to return an item: the deadline, how to send it back, postage and the refund, and a version for when you have to check.

  • Do you ship to my country?

    A reply for customers asking whether you deliver to their country, with price, delivery time and customs, and a version for when you have to check.

  • Can I change or cancel my order?

    Replies for customers who want to change or cancel an order, before and after it ships, and a version for when you have to check with the warehouse.

  • Is this in stock in my size?

    Replies for customers asking whether a product is in stock in their size, for in stock and sold out, and a version for when you have to check.

  • Can I change my booking?

    A reply for guests who want to change a booking: until when it's free and what it costs after that, and a version for when you have to check dates.

Try Pip on your own customer email

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