"Where Is My Order?" — How to Reply

When to send this

When a customer is chasing a delivery. There's usually some anxiety behind it (worried it's lost, worried it won't arrive in time), so the reply needs to be specific enough that they don't ask again.

The reply (copy it)

"Where's my order?"
Let me check — your order [number] shipped on [date]. Tracking: [number] ([carrier]) It should arrive [date]. You can track it live with that number!

The most common mistake

Just saying "it's shipped." They weren't really asking whether you shipped it — they're asking when it arrives. Without an estimated date and a way to check, your reply invites the next message. Three things, always: tracking number, carrier, estimated arrival.

When the situation is different

If you check and it genuinely is delayed, don't soften it into "should be there soon." Say it's delayed, give a new estimate, offer an option. What customers can't stand isn't the delay — it's being brushed off.

After you send it

If you're getting several of these a day, your shipping notification isn't complete enough. Fix it upstream: put the tracking number and estimated date in the original notification and these messages drop off on their own.

Replies for other situations
This is one of 12 common customer message situations. The full set (with a picker) is here:
See all 12 customer message replies →

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