Order delivered message templates

By the Chatbait team · October 21, 2026

Short answer: a delivered email or SMS just confirms the order arrived; keep it short. A "marked delivered but not received" reply needs to acknowledge the problem, check the tracking details with the customer, and give a next step, without accusing them of lying. A review request works best a day or two after delivery, with a direct, low-effort link. Templates for all four are below.

This post covers delivery-stage messages specifically. For order confirmation, shipping confirmation and back-in-stock templates, see order confirmation email templates.

Delivered email

Template

Subject: Your order #[Order number] has been delivered Hi [Customer name], Your order #[Order number] was delivered on [Delivery date]. We hope you love it. If anything looks wrong or is missing, reply to this email or contact [Support email] and we'll sort it out. Thanks for shopping with [Store name].

Delivered SMS

Template

[Store name]: Your order #[Order number] was delivered on [Delivery date]. Questions? Reply or call [Support phone].

"It says delivered but I didn't receive it"

This reply works best when it checks the details before assuming anything, carrier tracking is sometimes wrong, packages get left in unexpected spots, and a short delay in a replacement or refund costs less than losing the customer over an argument.

Template

Subject: Re: Order #[Order number] - delivery issue Hi [Customer name], Sorry to hear your order hasn't turned up. I can see tracking shows it delivered on [Delivery date] to [Delivery address]. A few things that sometimes explain this: - Check with others at the address, a neighbor, reception, or a safe spot like a porch or mailroom - Some carriers mark a package delivered slightly before it actually arrives, so it's worth checking again later today If it still hasn't shown up by [follow-up date], reply to this email and we'll [replacement/refund policy, for example: send a replacement or refund you]. [Store name]

Review request after delivery

Template

Subject: How's [Product name] working out? Hi [Customer name], Your order #[Order number] should have settled in by now. We'd love to know what you think. Got a minute? A quick review helps other shoppers decide: [Review link] If anything's not right, reply here first and we'll fix it before you leave a review. Thanks, [Store name]

Where these come from in Shopify

Shopify sends an automatic Delivered notification based on carrier tracking events, which you can edit or turn off the same way as other notification templates, according to Shopify's customer notifications guide. The "marked delivered but not received" reply and the review request aren't built-in Shopify templates; you send those yourself, by email or through your support tool, when the situation comes up.

If "where's my order" or "it says delivered but I don't have it" questions come in outside office hours, an AI agent like Chatbait that answers from your shipping and return policy pages can handle the first reply instantly, any hour, and says so when a question needs a human.

Frequently asked questions

What should a delivered email include?

The order number and the delivery date, a short note hoping they like it, and a way to contact you if something's wrong. Keep it brief; this isn't the place for upsells.

What do I say if a customer says their order never arrived but tracking shows delivered?

Acknowledge the problem without arguing, suggest they check with others at the address or a safe drop spot, note that some carriers mark delivery slightly early, and give a clear date by which you'll send a replacement or refund if it still hasn't shown up.

When should I send a review request after delivery?

A day or two after the delivery date, so the customer has had time to actually use the item before you ask how it went.

Does Shopify send a delivered notification automatically?

Yes, based on carrier tracking events, and you can edit or disable it in Settings > Notifications > Customer notifications, according to Shopify's customer notifications guide.

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