Handle delivery complaints professionally—even when it's not your fault.
Try to resolve things via message before responding to a review publicly. Why? Once you respond publicly, the buyer can no longer edit or remove their review – even if you fix the problem.
Send this when you know a package is delayed before the customer complains.
Hi [Name],
Quick heads up – I checked tracking and your package is showing a delay at [location/status]. Should still arrive by [date], but wanted to let you know I'm keeping an eye on it.
I'll reach out if anything changes!
The customer is asking about their package but isn't angry yet.
Hi [Name],
Just checked – it's showing [in transit / at your local facility / out for delivery]. Looks like it should arrive in the next [X] days.
Let me know if it doesn't show up by [date] and I'll dig deeper!
The customer is frustrated and letting you know.
Hi [Name],
Ugh, I'm sorry – I know how frustrating this is. I shipped it on [date] and tracking shows it's stuck at [location/status]. Carrier delays have been rough lately.
If it's not there by [date], let me know and I'll [send a replacement / file a claim / refund you] – whichever you prefer.
When the delay is significant and the customer is upset.
Hi [Name],
This delay is unacceptable and I want to make it right. Here's what I can do:
• Partial refund ([X]%) now, you keep the item when it arrives
• Ship a replacement today with faster shipping
• Full refund, no need to return anything
What works best for you?
Only respond publicly after you've tried private messaging. Remember: your public response is really for future buyers reading the review.
Thank you for your feedback. I'm sorry your package took longer than expected to arrive – I know how frustrating that is. The order was shipped on [date], but unfortunately experienced carrier delays outside my control. I always strive to get orders out quickly and appreciate your patience. Please reach out anytime if I can help!
Thank you for your feedback, and I sincerely apologize for the delay in shipping your order. You're right that it took longer than it should have, and I take full responsibility. I've since made changes to prevent this from happening again. I really appreciate your understanding and hope you're enjoying your [item].
I'm so sorry for the trouble with your delivery. The tracking shows it was delivered on [date], so it may be worth checking with neighbors or your local post office in case it was misdelivered. I've reached out via message to help resolve this – please check your inbox. I want to make sure you receive your order!
Every situation is a little different. We're building a tool that crafts responses tailored to your specific message – want early access?