Lost-in-transit reply with clear next steps
Reply when a parcel never arrived and tracking has stalled. Acknowledges, lays out the plan, offers an interim solution, and commits to a follow-up date.
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Updates live as you typeA customer emailed that their order hasn't arrived and the courier tracking has stalled. Help me reply.
Order ref + product: {{order_ref}}
What courier shows: {{tracking_status}}
Days past expected delivery: {{days_late}}
My plan: {{plan}}
What I'm offering them while I investigate: {{interim_offer}}
Write a 3-paragraph email.
1. Acknowledge the situation specifically — name the order ref + how late it is.
2. Tell them exactly what I'll do today (lodge with courier, request investigation, etc.) and when I'll come back to them.
3. Give them an interim option: ship a replacement now / refund today and replacement when found.
Close with: "I've set a reminder for myself to chase this in 48h regardless. If you don't hear from me by {{follow_up_date}}, please reply and I'll fix it on the spot."
Under 180 words. AU English. Sign-off from {{my_name}} at {{store}}.Fill in the required fields above to copy or run this prompt.
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