Delivered but not received: support workflow + email templates (Shopify & WooCommerce)

“Tracking says delivered, but I didn’t receive it” is one of the most sensitive shipping tickets. A good response needs to be empathetic while still following a clear process. This workflow helps you resolve DNR (delivered-not-received) tickets faster and more consistently.

Delivered-not-received workflow (DNR)

1. Confirm delivery details: date/time and delivery location (if available).
2. Confirm the shipping address on the order.
3. Ask the “quick checks”: neighbors, household members, safe place, mailroom.
4. Escalate to carrier: open a claim or trace when needed.
5. Set a timeline: give a clear follow‑up window (24–48h for carrier response, for example).

DNR email templates

1) First response (empathy + quick checks)

Hi <name>,

I’m sorry — I know it’s stressful when tracking says delivered and the package isn’t there.

For order <orderid>, tracking shows “delivered” on <date>.
Quick checks (these solve many cases):
• Ask household members/neighbors if they received it
• Check a safe place (porch, side door, mailbox) or building mailroom/front desk
• If available, check delivery photo / GPS scan

If it still can’t be located, reply “still missing” and we’ll start an investigation with the carrier.

Best,
<agent_name>

2) Confirm address + start investigation

Hi <name>,

Thanks — we’ll investigate with the carrier for order <orderid>.

To proceed, please confirm the shipping address on the order:
<address_block>

Once confirmed, we’ll open a trace/claim and follow up within <time_window>.

Best,
<agent_name>

3) Carrier investigation update

Hi <name>,

Quick update on order <orderid>:

We’ve opened an investigation with the carrier and we expect an update within <time_window>.
As soon as we hear back, we’ll reply here.

Best,
<agent_name>

4) Resolution options (refund or reship)

Hi <name>,

Thanks for your patience.

Based on the carrier update for order <orderid>, we can offer:
• A replacement shipment, or
• A refund (if you prefer)

Reply with your preference and we’ll proceed right away.

Best,
<agent_name>

If the issue is damage instead, use: Damaged item support workflow.

Related guides

• Shipping reply templates — Delays, tracking, missing parcels — quick replies.
• Damaged item workflow — Photo checklist + replacement/refund templates.
• Shopify helpdesk templates — WISMO, returns, refunds — helpdesk workflow.
• WooCommerce helpdesk workflow — Ticket categories and macros for daily support.
• Return‑to‑sender (RTS) playbook — decision tree + templates for reship vs refund.

Install Casekit (free): copy an order summary and paste these templates in seconds — works on WooCommerce and Shopify.

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