Where is my order? Reply templates for Shopify stores
Most "where is my order" messages come from customers whose parcel is fine but who can't find the tracking email. A good reply gives the carrier, the tracking link and a date in one go, so they don't need to write again.
Template
Subject: Your order {order_number} is on its way
Subject: Delivery update for order {order_number}
Subject: Tracking for order {order_number}
- {first_name}
- The customer's first name. Hobson fills this from the conversation.
- {order_number}
- The Shopify order number, such as #1042. Hobson fills this from the matched order.
- {tracking_number}
- The carrier's tracking number. Hobson fills this from the order's fulfilment.
- {tracking_url}
- The tracking link for the parcel. Hobson fills this from the fulfilment.
- {carrier}
- The delivery company, such as Royal Mail, Evri or DPD.
- {delivery_date}
- The estimated delivery date from the tracking page, such as Thursday 14 November.
- {dispatch_date}
- The date the order left your warehouse.
- {agent_first_name}
- The first name of the teammate sending the reply. Hobson fills this.
- {workspace}
- Your shop name. Hobson fills this.
When to use it
- The order has been dispatched and is still within its expected delivery window.
- The customer can't find the shipping confirmation or tracking link.
- Tracking looks quiet for a day and the customer is worried.
- You get a WISMO message on live chat or Instagram and want a quick answer.
If the expected delivery date has already passed, use the delayed order template. Delayed order
UK consumer law
Under the Consumer Rights Act 2015, goods stay the retailer's responsibility until the customer, or someone they nominate, receives them. So if the parcel goes missing in transit, the claim with the courier is yours to make, not the customer's. This is a general guide, not legal advice.
How to use it
- 1
Open the order in Shopify
Find the order and check the fulfilment: carrier, tracking number and the latest scan on the carrier page.
- 2
Fill in the date
Use the estimated delivery date from the tracking page, not your usual delivery promise, so the customer gets the real figure.
- 3
Pick the tone
Use the brief version for live chat and Instagram DMs, the friendly one for most email, and the formal one for B2B or older customers.
- 4
Set a reminder
If you promised to chase the courier after the delivery date, add a note or snooze the conversation until then so you don't forget.
Common mistakes
- Sending only the tracking number without the link, so the customer has to find the right carrier site.
- Saying "it's on its way" when the last scan was several days ago. Check the scan date before replying.
- Quoting your standard "3 to 5 working days" instead of the date the carrier is actually showing.
- Telling the customer to contact the courier themselves. The delivery contract is between you and the carrier.
What they usually ask next
It still hasn't arrived Delayed order
Related templates
All orders and delivery templates- Delayed orderReply templates for when an order has missed its delivery date: say sorry, explain where the parcel is, give a new estimate and say what happens if it is late again.
- Missing item or parcelReply templates for when tracking says delivered but the parcel never came, or an item is missing from the box. Polite checks first, then a replacement or refund.
- Change delivery addressReply templates for address change requests: confirm the new address before dispatch, or explain the options once the parcel is already with Royal Mail, Evri or DPD.