You know the drill. You place an order from an online store, get the confirmation email, and start counting down the days until your package arrives. But then the delivery date comes and goes with no sign of your stuff. Uh oh. Now what? Don’t stress. Delays happen. But the waiting game sucks. As an ecommerce business owner, it’s on you to properly communicate shipment delays to customers. A well-crafted follow-up email can save the sale and your reputation. In this guide, we’ll explore how to notify customers of delayed shipments while keeping them happy. You’ll get a customizable template you can use for transparent, empathetic communication. Let’s tackle the dreaded delay notification together.
Subject Line: Communicating Order Delay
Your subject line needs to be straightforward yet empathetic. Something like:
“Your order is delayed – we sincerely apologize,” conveys the necessary information while also expressing regret about the issue.
Be Transparent and Provide Details
Once the customer opens your email, get right to the point. Explain clearly what happened to cause the delay in shipping their order. For example:
“We are writing to let you know that your recent purchase has been unavoidably delayed. Our warehouse experienced an unexpected equipment malfunction, which has slowed down operations. We are working as quickly as possible to remedy the situation and get your package shipped out, but there may be up to a 3-5 business day delay.”
Providing these details upfront shows you have nothing to hide and are committed to full transparency.
Offer a Solution
Where possible, provide options for the customer to choose from to make right the delay. For example:
“Please let us know if you would prefer:
- To wait the full 3-5 business days for your order to ship
- For us to issue you a discount on your next purchase
- For us to upgrade your shipping to expedited delivery at no extra charge as soon as we are able”
Giving the customer some control over the outcome can help alleviate frustration with the situation.
Apologize and Express Appreciation
Finally, reiterate your apology and thanks for their patience and understanding. For example:
“Again, we sincerely apologize for this delay and any inconvenience it may cause you. We appreciate your patience and ongoing support. Please let us know if there’s anything else we can do for you.”
A little goodwill goes a long way. Your customers will remember how you handle these kinds of service issues.
Greeting: Establish Rapport With Customer
Hey [customer name], I hope this email finds you well. I wanted to reach out to let you know that unfortunately, there will be a slight delay in shipping your recent order. My apologies for any inconvenience.
Production issues
We’ve experienced some unforeseen production issues that have slowed down our usual fast delivery times. Our customer service team is working hard to remedy these issues to get your package out the door as quickly as possible. We value your patience and business during this time.
Estimated shipping date
At this point, we anticipate being able to ship your order within the next 3 to 5 business days. We will send you another email with tracking information along with the estimated new delivery date as soon as your package is on its way. Please let us know if you have any questions or require any further assistance.
Offering a discount
As a courtesy for your understanding and patience, we’d like to offer you a 15% discount code for your next purchase. Simply use the code ‘DELAY15’ at checkout. We appreciate your continued support and loyalty as a customer.
Again, we sincerely apologize for the delay and inconvenience. Customer satisfaction is our top priority, and we are working diligently to remedy this situation and get your order shipped as quickly as possible. Thank you for your patience and understanding.
Please let us know if there’s anything else we can do for you. We appreciate your business and look forward to serving you again soon!
Apology: Sincerely Apologize for the Delay
We apologize for the delay in shipping your order. We strive to get all orders shipped on time, and we clearly fell short of that goal for your shipment. Please accept our sincere apologies.
Shipment Delays can happen for any number of reasons, from supplier issues to supply chain problems to unexpected volume spikes during the peak season. Regardless of the reason, we take full responsibility for this delay and are working diligently to get your order shipped out as quickly as possible.
To make things right, we want to offer you free shipping for your next purchase. Simply use the code “SHIPPING10” at checkout and get free shipping on your next order. We hope this small token of our appreciation, along with our apology, helps make up for the inconvenience and frustration this delay has caused you.
Your continued business and patience are greatly appreciated. We are committed to learning from this experience and improving our processes to avoid delays going forward. Our customer support team is available at your convenience should you have any additional questions or concerns.
Again, please accept our sincerest apologies for falling short in getting your order shipped on schedule. We aim to do better next time and will work to regain your confidence in us as a trusted merchant. Thank you for your understanding and continued support.
Explanation: Provide Details on Why the Delay Occurred
We sincerely apologize for the delay in shipping your order. Our warehouse team has been working hard to fulfill orders in a timely manner, but we’ve experienced an unexpected surge in demand over the past week due to the holiday season, which has caused some temporary delays.
To give you some background, our warehouse typically ships most standard orders within 2 business days. However, over the past 7 days, we’ve seen order volumes increase by over 50% due to a recent product launch and promotion. The high demand for new orders has strained our current staffing and resources, slowing down our standard fulfillment processes.
Specifically, the additional workload has caused bottlenecks in our receiving, picking, and packing operations. Our receiving team has had more products to unload and scan into our inventory system. Our pickers have had longer routes to pick products from the shelves to fulfill each order. And our packing stations have had more packages to assemble and ship out. These constraints have ultimately caused standard shipping times to increase by 1 to 2 days.
Please rest assured that we are working diligently to remedy this situation as quickly as possible. We have already increased the number of team members for the next week and reorganized some warehouse functions to speed up fulfillment. Barring any other unforeseen issues, we expect shipping times to be back to normal within the next 3 to 5 business days.
We sincerely value your business and support. Again, we apologize for any inconvenience this delay may have caused. Please let us know if there’s anything else we can do to make this right. We will do our best to provide you with the great service you have come to expect from us.
New Timeframe: Set Clear Expectations on Revised Delivery Date
We understand delivery delays can be frustrating, so we want to provide you with an updated delivery timeframe as soon as possible. Our customer service team has investigated the issue and at this time, we expect your order to arrive within 7 to 10 business days from today.
To avoid any confusion, we will send you another update as soon as your package ships with the new delivery date. We sincerely appreciate your patience and understanding. Delivering an amazing experience is our top priority, and we are working diligently to get your order to you as quickly as possible.
What Caused the Delay?
Sometimes unforeseen circumstances arise that are outside of our control. In this case, a backorder from one of our suppliers has caused a temporary delay in shipping. We are working closely with our partners to resolve this issue promptly. Our team is dedicated to providing you with the fastest, most reliable delivery and service. We do not take delivery delays lightly.
What We’re Doing to Remedy the Situation
To make things right, we will upgrade your shipping to our fastest method at no additional charge. You will receive another email notification with a revised delivery date as soon as your item ships. We are also providing you with a discount on your next purchase as an added courtesy for your patience and understanding.
How to Reach Us
If you have any other questions or concerns, please do not hesitate to contact our customer support team. You can reach us via phone, email, or live chat on our website. We are here to assist you and provide any additional details needed regarding your order status or delivery.
Again, we sincerely apologize for any inconvenience. Thank you for your continued business and patience. We will do whatever it takes to make this right and provide you with an amazing experience.
Appreciation: Thank Customer for Patience and Understanding
We understand that experiencing shipping delays can be frustrating. We sincerely appreciate your patience and understanding. By choosing to continue waiting for your order, you’re giving us another opportunity to provide you with the best service possible.
Your Patience Means a Lot
Your willingness to stick with us through this delay speaks volumes about your faith in our company and products. We don’t take that loyalty lightly. Our team is working hard to resolve any issues preventing your shipment from arriving on time. Please know that you, our customer, remain our top priority.
Making Things Right
Once your package ships, we want to make things right by providing you with the best experience possible for the remainder of your order. Please let us know if there’s any way we can make your future experiences with us even better. We aim to exceed your expectations and turn this delay into an opportunity to build goodwill.
What’s Next?
You should receive a shipping notification with a new estimated delivery date within the next 1-2 business days. As soon as your package ships, we’ll send you a tracking number so you can follow its progress. If you have any further questions or concerns in the meantime, don’t hesitate to contact our customer support team. We’re here to help in any way we can.
Again, thank you for your patience and for choosing to continue placing your trust in us. We won’t forget it and will work hard to ensure all your future experiences meet and exceed your expectations.
Compensation: Offer Discount Code or Free Gift as Token of Appreciation
To make things right for the delay and keep your customers happy, you should offer a small token of appreciation. A simple discount code or free gift can go a long way in smoothing things over.
Discount Code
A one-time use discount code for 10-15% off their next purchase is an easy way to make amends and continue your good relationship with the customer. You can generate codes directly on your e-commerce platform to track their use. Be sure to specify an expiration date, like 2 weeks from the date of the email, so people take advantage of it promptly. Say something like:
“Please accept our apologies for the shipping delay, which was caused due to severe weather. As a thank you for your patience and understanding, here is a 15% off discount code you can use on your next order: DELAY15. This code expires two weeks from today.”
Free Gift
If you have a small, inexpensive item you can offer as a free gift, that can be even more impactful. It shows you value their business and are willing to sacrifice a bit of margin to keep them happy. You might say:
“We sincerely apologize for the extended wait time to receive your order due to the holiday rush. To express our gratitude for your continued support, we would like to offer you a free gift with your next purchase. Simply add this gift item to your cart and enter the code FREEBIE at checkout. We hope you enjoy it!”
Be transparent that it’s a small token of thanks for their patience. Keep the gift modest, under $10 in value, but still useful or enjoyable. A scented candle, snack item, phone charger, or notebook are all great options.
Providing compensation, no matter how small, demonstrates your commitment to great customer service. It’s a meaningful way to take responsibility for mistakes, strengthen relationships, and build goodwill. Your customers will surely appreciate your thoughtfulness!
Contact Info: Provide Multiple Contact Options for Any Questions
When communicating shipping delays with your customers, it’s critical to provide them with multiple ways to contact you with any follow-up questions or concerns. Nothing is more frustrating than being unable to reach a company when you have questions about your order. Below are a few contact options you should include in your email:
Phone: List your customer service phone number prominently. Let customers know the hours of operation and if you have 24/7 phone support. If possible, provide both a toll-free number as well as a local number. Some people prefer calling a local number. Also, mention if you offer callback options in case of long wait times.
Email: Provide both a general customer service email as well as the direct email of the customer service representative handling their account. Mention the expected response time for emails, e.g. within 24 hours.
Live Chat: If available, promote your live chat feature. Live chat is the easiest way for customers to get quick answers to simple questions. List the hours when live chat agents are available.
Social Media: Include links to your social media profiles like Facebook, Twitter and Instagram. Mention that customers can also message you on social media, especially if they prefer that method of communication. However, note that response times may be slightly longer on social media.
You should reiterate these contact options at the end of your email in a concise yet friendly manner, for example:
Please don’t hesitate to reach out to us by phone, email, or live chat with any further questions you may have. We appreciate your patience and understanding. Thank you again for your continued business and support!
Providing multiple ways for your customers to contact you is the least you can do when communicating shipping delays or any issues with their recent orders. It reassures them that you value their business and are committed to resolving their concerns as promptly as possible. What’s more, it gives them options to choose a contact method they prefer, which leads to better customer experiences.
FAQs: Common Questions About Delayed Shipments
Delayed shipments can understandably lead to lots of questions. Here are some of the most frequent questions we receive about late deliveries:
Are my items still coming? Yes, unless we have contacted you to cancel the order, your items are still on the way. Shipping delays are usually temporary, often caused by high order volumes or weather events. We appreciate your patience!
How long will it take? Unfortunately, there is no exact timetable for resolving shipping delays. Many factors outside of our control can influence delivery estimates. Once the root cause has been addressed, most orders are fulfilled within 3 to 5 business days. Please know that we are working diligently to get your order back on track as quickly as possible.
Will I receive a refund? Refunds or compensation are considered on a case-by-case basis. If a significant delay has occurred (typically 10 business days or more from the original delivery date), please contact our support team. They will review your order details and the reason for the holdup to determine if a refund or discount is warranted. We aim to handle such requests fairly and with the customer’s best interest in mind.
What should I do in the meantime? The best thing to do is hang tight. Check your order status or tracking number on our website for updates. We will also send you regular email updates about the status of your order. Make sure your shipping and contact information on the order is correct and up-to-date. Our support staff will notify you directly once we have a revised delivery estimate or your items have shipped.
Please know that we understand the frustration that comes with delays and unfulfilled expectations. Our goal is to provide an excellent customer experience, and we sincerely apologize for any inconvenience. If you have additional questions or concerns, don’t hesitate to reach out to our support team. We’re here to help in any way we can!
Conclusion
So there you have it – some tips for crafting an effective delayed shipping email that keeps your customers happy. The key is to be upfront, provide plenty of detail, and show that you care about the inconvenience. A little empathy and transparency can go a long way in these situations. Give customers the info they need, so they feel informed. Offer an incentive, if appropriate, to make up for the wait. And always thank them for their patience and understanding – that personal touch makes all the difference. Follow this advice, and you’ll have customers who feel valued rather than frustrated when shipments hit a snag. That goodwill is worth its weight in gold for future business. Now get out there and start crafting some killer late delivery emails for your online business! Good Luck!