Order delay email that keeps customers patient
A supplier is late, a batch failed quality checks, or the carrier is backed up, and dozens of orders will not ship on time. Customers forgive delays far more easily when you tell them first, give a realistic new date and offer a choice. This prompt has your todo.is agent write that order delay email, plus a short version for SMS and a reply for customers who want to cancel.
The prompt
- Write an order delay email for customers of [STORE NAME] whose orders of [PRODUCT OR ORDER TYPE] are delayed. Reason in plain words: [REASON FOR THE DELAY]. New expected ship date: [NEW SHIP DATE]. Apologize once and sincerely, give the new date, and offer these options: [OPTIONS YOU CAN OFFER]. Use merge fields {first_name} and {order_number}. Under 140 words, honest, no corporate phrases like "we apologize for any inconvenience". Subject line with the order number. Also write a 160-character SMS version, a reply for customers who choose to cancel, and a short follow-up for when the order ships. Brand voice: [BRAND VOICE]. Deliver as a Word document.
What to change
- [STORE NAME]: E.g. "Wren & Pine".
- [PRODUCT OR ORDER TYPE]: E.g. "the Oslo linen duvet set" or "all pre-orders".
- [REASON FOR THE DELAY]: E.g. "our fabric delivery from the mill arrived 2 weeks late". Keep it honest and short.
- [NEW SHIP DATE]: E.g. "by Friday 28 November". Pick a date you can keep.
- [OPTIONS YOU CAN OFFER]: E.g. "wait and get free express shipping, swap to another color in stock, or cancel for a full refund".
- [BRAND VOICE]: E.g. "friendly and down to earth".
Example result
- The email
- Subject: Your order {order_number} is running late, sorry
- Hi {first_name},
- We wanted you to hear this from us first: your Oslo linen duvet set is delayed. Our fabric delivery from the mill arrived two weeks late, and we would rather wait than cut corners on quality.
- Your order will now ship by Friday 28 November.
- We are sorry. Here is what you can choose:
- • Wait, and we will upgrade you to free express shipping
- • Swap to the Sand or Stone color, which ship today
- • Cancel for a full refund, no questions asked
- Just reply with "wait", "swap" or "cancel". If we do not hear from you, we will ship as soon as it is ready.
- Thank you for your patience,
- Mia and the Wren & Pine team
- SMS version
- Wren & Pine: sorry, order {order_number} is delayed. New ship date: by 28 Nov. Reply WAIT (free express), SWAP or CANCEL for a full refund.
- Reply to customers who cancel
- Hi {first_name}, no problem at all. We have cancelled order {order_number} and refunded the full amount to your original payment method. Refunds usually show within 5 to 10 working days, depending on your bank. We hope to see you again.
- When it ships
- Hi {first_name}, good news: your order {order_number} has shipped by express. Tracking: {tracking_link}. Thank you for waiting for it.
- Rules of thumb
- • Tell them before the original date passes
- • Give a date, not "soon", and add a small buffer
- • Offer a real choice. Some customers need the item by a date
- • Check your local consumer rules on delivery times and refunds for delayed orders
How to do it with todo.is
- Copy the prompt and fill in the store, product, reason, new date and options.
- Paste it into todo.is, or message it to your agent on Slack or Telegram.
- You get the email, an SMS, a cancel reply and a "shipped" follow-up in one Word file.
- Paste them into your store or email tool. If the date slips again, ask your agent for an honest second update.
Tips for a better result
- Be specific about the reason, in one sentence. "A supplier delay" sounds like an excuse; "the fabric arrived 2 weeks late" sounds true.
- Add a buffer to the new date. Missing the second date costs far more trust than the first delay.
- A small gesture like free express shipping often keeps the order without a discount.
- Attach a CSV of affected orders and ask your agent to sort them by order date so the oldest ones get priority.
order delay email: FAQ
- How do I tell a customer their order is delayed? Tell them before the expected date, explain the reason briefly, give a new date, apologize once and offer options like waiting, swapping or cancelling.
- Should I offer compensation for a late order? It is not always required, but a small gesture like free shipping or a discount code often keeps the customer happy.
- What if I do not know the new delivery date? Give your best estimate with a range, and promise a specific update date, like "we will update you by Friday either way".
- Can todo.is email each affected customer? Your agent writes the templates and can draft personal replies in Gmail. For bulk sending, paste the templates into your store or email platform.
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