Guide
Handle a shipping delay without losing the customer
A simple script for turning a bad situation into one that still keeps the customer on your side.
Tell the customer before they ask
The moment you know about a delay, email affected customers. Being told proactively feels completely different from having to chase you down for an update.
Give a real reason, briefly
'Our supplier had a delay and your order will ship 3-5 days later than expected' beats a vague 'delays may occur'. Honesty, kept short, builds more trust than corporate hedge language.
Give a specific new timeline, not 'soon'
'Shipping by Friday' is useful. 'As soon as possible' is not, it just invites more follow-up questions from an anxious customer.
Offer something small if the delay is significant
A discount code, free shipping on the next order, or a small refund for a delay of a week or more. It's cheap goodwill compared to the cost of a public complaint or lost repeat customer.
Follow up once the item actually ships
A short 'good news, it's on its way' email closes the loop and leaves the interaction on a positive note, even though the experience started with bad news.
That’s the whole thing.
Keep going
What to read next
- 01
Customer Support & Fulfillment
Set up a shared customer support inbox
Stop losing customer emails in your personal inbox or a teammate's DMs.
- 02
Customer Support & Fulfillment
Write a return and refund policy customers can actually understand
A clear policy prevents most disputes before they happen, and makes the ones that do happen easier.
- 03
Customer Support & Fulfillment
Create response time promises you can actually keep
A simple SLA (service level agreement) that sets expectations instead of leaving customers guessing.