How to reply to a customer asking where their order is

Updated November 12, 2026

Reply within hours, with the actual status, not a script. Check the order and tracking first, then say where it is, when it should arrive, and what you will do if it does not. If it is late or lost, say so and offer a fix before they have to ask. A clear answer ends most of these emails.

Reply

Within a few hours. The customer paid and is waiting. A fast, specific answer stops them from emailing again or opening a dispute with their card company.

What your reply should say

1. Check the order and tracking before you write, so your reply has facts.
2. Give the current status and the expected delivery date in the first lines.
3. Include the tracking link or number, and what they should do if it does not show.
4. If it is delayed or lost, say what you will do and when, such as reship or refund.

3 replies you can copy

Pick the one that matches what you want to say, copy it, and change everything in [brackets].

Hi [Name],

Thanks for checking. Your order [number] shipped on [date] with [carrier]. Tracking shows it is [status] and it should arrive by [date].

You can follow it here: [tracking link].

If it has not arrived by [date], reply to this email and I will look into it with the carrier right away.

Best,
[Your name]

Hi [Name],

I am sorry your order [number] is late. Here is what I know: [reason, such as a delay at the carrier].

The new estimate is [date]. [Tracking link or next step].

If you would rather cancel and get a refund, tell me and I will do it today. Otherwise I will send an update on [date].

Best,
[Your name]

Hi [Name],

I am sorry. Tracking for order [number] has not changed since [date], and I think it may be lost.

I would like to fix this now. I can [send a replacement today] or [refund you in full]. Which would you prefer?

Once you reply, I will start straight away and send you the new tracking number.

Best,
[Your name]

Already late? Send this instead

For when you are several days late or more. Own the delay in one line, then do the job.

Hi [Name],

I am sorry for the slow reply to your question about order [number]. You should not have had to wait.

I have checked it now. [Status and date]. [Tracking link].

If it still has not arrived, I will [reship or refund] as soon as you tell me which you prefer.

[Your name]

Mistakes to avoid

• Replying "please allow more time" without checking the actual tracking status.
• Sending the tracking link with no date or explanation.
• Blaming the carrier in a way that sounds like you will do nothing.
• Asking the customer to contact the carrier themselves when the order is yours to fix.

Questions people ask

What if tracking says delivered but they did not get it?

Ask them to check around the address, with neighbors, and in any safe place. Then offer to open a claim with the carrier. Say what you will do if it is not found, such as reship or refund. Check your own shipping terms before you promise.

Should I offer a refund if the order is only a little late?

Not usually. Give the new date and a way to cancel if they want. Offering a refund too quickly can lose a sale that would have been fine. If the delay grows or they are clearly upset, offer a refund or a small credit.

More reply guides

• How to reply to a customer cancellation request
• How to reply to a customer complaint email
• How to reply to a refund request email
• How to reply to an angry client email
• How to reply to a request for a quote
• How to reply to a supplier's price increase email

How this page was made

Written by Westward, who make Orbit, as starting points you edit before sending. The replies use placeholders, not real people or real mail. Nothing here is legal, tax or medical advice; for contracts, money or health, check the document or ask a professional. All reply guides.