Shipping Delay Message to Customers: 15 Examples That Keep the Order

It's 9.15 pm, the courier panel has said "at hub" for three days, and the customer's parcel was promised for yesterday. A good shipping delay message to a customer goes out now, before they type "where is my parcel?". It says sorry once, gives the real reason in one line, names a new date or a time you'll update them by, and tells them what they can do if they'd rather not wait. Send it the same day you learn about the delay, even if that day is today. Below are 15 examples for courier problems, stock delays, Eid rush, weather and hartal days and customs holds, written for WhatsApp, Messenger, SMS and email.

Key takeaways

• Send the delay message before the customer asks. A message that arrives after "bhai, parcel kothay?" reads like an excuse.
• Every delay message needs four things: a short apology, the reason, a new date or update time, and an option to cancel or change.
• On the WhatsApp Business Platform, a delay notice sent more than 24 hours after the customer's last message needs an approved template.
• Bangladesh's Digital Commerce Operation Guidelines 2021 set delivery within 5 days in the same city and 10 days to another city once payment is made.
• Offer something small and real (free delivery next time, a refund of the delivery charge) only when the delay is long or your fault.

When should you send a shipping delay message to customers?

Send it as soon as you know the original date won't hold, ideally the same working day, and before the customer's expected delivery day. If you only find out from the customer, reply within the hour. A delay message that comes first feels like service. The same words, sent after "bhai, parcel kothay?", feel like an excuse.

Most sellers we talk to in Dhaka send delay messages reactively. The customer asks on day four, someone checks with the courier on day five, and the reply goes out after lunch. By then the customer has told a cousin the shop is unreliable, and some will refuse the parcel at the door. With cash on delivery, a refused parcel means you pay the courier both ways and get nothing back but a creased box.

Proactive messages are cheaper. One message to the eleven customers whose parcels are stuck at the Chattogram hub takes ten minutes. Answering eleven separate "where is my order?" chats, each one a little angrier, takes the whole afternoon.

What should a delivery delay message include?

A delivery delay message should include five parts: the customer's name and order, a one-line apology, the honest reason, a new delivery date or a set time you'll update them by, and a choice (wait, change the order or cancel). Keep it under about 60 words in chat. Leave out long explanations and anything that blames the customer.

The order we use when writing these:

1. Name and order. "Hi Sumaiya, about your order #2381 (the olive cotton kurti, size M)". The customer should know which parcel you mean without scrolling up.
2. Sorry, once. One apology is warm. Three apologies sound like panic.
3. The reason, in plain words. "The courier's Sylhet route was suspended because of flooding." Not "due to unforeseen circumstances", which customers read as "we don't know".
4. A date, or an update time. If you know the new date, give it. If you don't, say when you'll message again ("by 4 pm tomorrow") and keep that promise even if there's no news.
5. A choice. Wait, swap to an in-stock item, or cancel with a refund. Customers who feel they chose to wait complain much less than customers who were told to wait.

If you want a deeper look at the apology part, our guide on how to write an apology message to a customer covers the wording for 12 situations, including late delivery.

15 shipping delay message examples for customers

Words in [brackets] are blanks to fill. Change the courier names, cities and currency to your own. Chat versions are short on purpose; the email example (15) has room for more detail. If an example promises something you don't do, such as a free delivery voucher, delete that line rather than send it.

Courier delays (1 to 3)

The most common delay, and the one you control least. Chase the courier before you message the customer, so you can give a real update instead of "we're checking".

#	Situation	Message
1	Parcel stuck at the hub	Hi [name], your order #[number] ([product]) is sitting at the [courier] hub in [city] longer than it should. Sorry about that. I've raised it with them and will update you here by [time] tomorrow. If you'd rather cancel, just reply CANCEL.
2	Rider couldn't reach the customer	Hi [name], the [courier] rider tried to deliver your parcel today but couldn't get through on [phone]. Could you confirm a good number and a time you're home? We'll book a second attempt for tomorrow.
3	Courier backlog in one area	Sorry [name], [courier] is running about [x] days behind in [area] this week. Your parcel is now expected on [day, date]. Nothing for you to do, and I'll message you if that date moves again.

Stock and production delays (4 to 6)

These are your fault in the customer's eyes, even when a supplier let you down. Offer a swap first, a cancellation second.

#	Situation	Message
4	Item sold out after the order	Hi [name], I'm sorry: the last [product] in [size/colour] was damaged when we packed it, so we can't send it on [date]. We can send [alternative] at the same price today, or a fresh piece arrives on [date]. Which would you prefer?
5	Supplier running late	Hi [name], our supplier is [x] days late with the [product], so your order will ship on [date] instead of [date]. Sorry for the wait. If that doesn't work for you, I'll cancel and refund ৳[amount] straight away.
6	Made-to-order or custom item	Hi [name], your [custom item, e.g. name-printed mug] needs [x] more days because [reason, e.g. the print came out uneven and we're redoing it]. New dispatch date: [date]. We'd rather send it late than send it wrong.

Eid, sale-day and holiday rush (7 to 9)

Write these a week before the rush, not on the day. For the rest of your campaign prep, see our sale-day inbox plan.

#	Situation	Message
7	Pre-Eid courier rush	Hi [name], couriers are overloaded before Eid, so orders outside Dhaka are taking [x] to [y] days this week. Yours is with [courier] and should reach you by [date]. If you need it before Eid for sure, reply and I'll check if same-day pickup from our [area] shop works.
8	Shop closed for Eid holidays	Eid Mubarak, [name]. Couriers are closed from [date] to [date], so your order will ship on [date] and arrive around [date]. It's packed and waiting. Sorry it won't reach you before the holidays.
9	Same idea in Roman Bangla	Assalamu alaikum [name] apu, Eid er age courier e onek chap, tai apnar order ([product]) pouchate [x] din beshi lagbe. Notun date: [date]. Opekkha korte na chaile janaben, order cancel kore dibo.

Weather, hartal and road closures (10 to 11)

A customer in Sunamganj knows about the flood before you do. Name it plainly and they'll understand. Don't give a date you can't trust; give an update time instead, and send that update even when the only news is "no news yet".

#	Situation	Message
10	Flooding or cyclone	Hi [name], [courier] has paused deliveries to [district] because of the flooding. Your parcel is safe at their [city] hub. I can't give a date yet, so I'll update you here every [day/two days] until it moves. Stay safe.
11	Hartal, blockade or road closure	Hi [name], because of [the hartal/the blockade on the highway], couriers aren't running long-distance routes on [days]. Your order will move on the first working day after that. Want us to hold it, or cancel and refund?

Customs and international orders (12 to 13)

International delays are the hardest to predict. Customs at Chattogram don't send you a schedule, and your supplier's agent in Guangzhou doesn't have one either. Say so honestly, and never invent a release date to make the chat end faster.

#	Situation	Message
12	Held at customs	Hi [name], your [product] from our [country] supplier is being checked at customs in [city]. This usually takes [x] to [y] working days, but customs don't give us a fixed date. I'll message you the day it's released.
13	Shipping to another country	Hi [name], your parcel to [city, e.g. Dubai] left us on [date] with [courier, e.g. Aramex] (tracking [code]). It's running about [x] days behind their estimate. Expected now: [date]. Sorry for the wait.

SMS and email versions (14 to 15)

SMS is for customers who aren't on WhatsApp or who ordered by phone. Keep it under 160 characters so it goes as one message, not two half-sentences. Email suits website orders and the office buyer who needs something to forward to accounts.

#	Channel	Message
14	SMS	[Shop]: Sorry, order #[number] is delayed by the courier. New date [date]. Reply or call [number] to cancel or change.
15	Email	Subject: Your order #[number] is running late (new date inside) Hi [name], I'm sorry: your order of [product] won't reach you on [date] as we promised. [Reason in one sentence.] It's now expected on [new date], and you'll get the tracking link the moment it moves. If you'd rather not wait, reply to this email and we'll cancel and refund [amount] within [x] working days, or swap it for [alternative]. [Name], [Shop]

Keep these in the same place as your other saved replies for online sellers, so whoever is on shift sends the same wording.

How do you send a delay delivery message on WhatsApp?

If the customer messaged you in the last 24 hours, you can send any delay message as a normal reply. If it's been longer, the WhatsApp Business Platform only lets you send a pre-approved template, usually in the utility category. In the WhatsApp Business app on a phone, you can message anytime, but only from one device.

Two cost details changed recently. Since 1 October 2026, Meta charges for service messages, the free-form replies inside the 24-hour window, at the utility rate for that country, per delivered message. Meta's own pricing page also gives each business phone number 1,000 free service messages a month (they reset monthly and don't roll over), so a shop sending fewer replies than that pays nothing for them. Utility templates sent outside the window are charged from the first one. Either way, the per-message rate is small next to the cost of a refused cash-on-delivery parcel, but check your provider's invoice for the exact rate in your country.

A delay template stays in the utility category only if it's purely about that order. Add "use code EID10 for 10% off your next order" and Meta can treat it as marketing, which is usually charged at a higher rate. Put any apology voucher in a separate reply once the customer writes back.

Messenger has its own rule. Since 27 April 2026, Meta's old post-purchase update tag no longer works, and Meta points businesses to utility templates for order updates outside the 24-hour window. A person on your team can still reply to a customer for up to 7 days using the human agent tag. Our explainer on the 24-hour messaging window has the full rules.

What should you offer when an order is late?

Offer something only when the delay is long, your fault or caused real trouble, such as missing an Eid gift. Refunding the delivery charge or offering free delivery next time costs little. For short courier delays, a clear apology and a date usually do more than a voucher, so don't train customers to expect one.

Option	When it fits	Cost to you	Watch out for
Apology and a firm new date	Delays of 1 to 2 days, courier's fault	Nothing	Missing the new date. That hurts more than the first delay.
Refund the delivery charge	Delays of 3 days or more	Usually ৳60 to ৳150 in Bangladesh	Refund it the same day, or it becomes another complaint.
Free delivery on the next order	Repeat customers, stock delays	Only paid if they order again	Put an expiry date on it and record it in your notes.
Swap to an in-stock item	Sold out or supplier late	Possible margin difference	Send a real photo of the alternative first.
Cancel with a full refund	Any delay the customer can't accept	The sale	Refund fast. A slow refund turns a lost sale into a bad review.

One opinion from us: never offer a discount you can't honour in your system. If a teammate promises "10% off next time" and nobody writes it down, the customer will ask for it in three weeks and nobody will know. Note it on the conversation.

What the rules say about late delivery

This isn't legal advice, but a few rules are worth knowing because they shape what your shipping delay message to the customer must say.

• Bangladesh. The Digital Commerce Operation Guidelines 2021 say delivery should happen within 5 days inside the same city and within 10 days to another city, once payment has been made. Perishable and everyday goods should arrive sooner, and buyers must be told.
• United Kingdom. Under the Consumer Rights Act 2015, if no delivery time was agreed, goods must arrive without undue delay and within 30 days. If a date was essential, such as a wedding outfit, the customer can treat the contract as ended when you miss it.
• United States. The FTC's Mail, Internet, or Telephone Order Merchandise Rule says that if you can't ship on time, you must tell the customer, give a revised date and offer the option to cancel for a full refund. Refunds for cash payments are due within seven working days of cancellation.

Notice the pattern. All three expect you to tell the customer and give them a way out. Example 5's "I'll cancel and refund straight away" isn't just polite; in some markets it's expected.

Five mistakes that turn a delay into a cancellation

• Silence until the customer asks. Every hour of silence after the promised date makes your eventual message sound less believable. By the second evening, "we were about to tell you" is not believed at all.
• "Soon" instead of a date. If you don't know the date, give an update time. "Soon" means nothing at 11 pm on the night before Eid.
• Blaming the courier at length. One line on the cause is fine. Three lines reads as "not our problem", and the customer bought from you, not from the courier.
• A new date you then miss. Give the later, safer date. Arriving a day early beats a second apology.
• Different answers from different people. If your Messenger admin says Thursday and the WhatsApp agent says Saturday, the customer trusts neither. Write the delay note once and have everyone use it.

Where WisperBot fits

WisperBot, a reply-first inbox for WhatsApp, Instagram, Messenger and website chat, helps in three places. The examples above can live as Quick Replies (type a /shortcut in the inbox), so every teammate sends the same wording. When a courier problem hits a whole area, you can add a short note to your Smart Bot's knowledge, such as "Eid week: outside-Dhaka deliveries take 5 to 7 days", and the Smart Bot answers "parcel kobe pabo?" questions in seconds, then hands over to a person when the customer wants to cancel. For proactive notices, WhatsApp broadcast campaigns use your approved templates, with variables filled from each contact's fields, and SMS works through gateways like Twilio or BulkSMS BD.

WisperBot doesn't connect to couriers, so it can't see where a parcel is. Someone on your team still opens the courier panel every morning, and the delay message is only as good as what they find there.

Frequently asked questions

How do I write an order delay apology message?

Start with the customer's name and order, say sorry once, and give the real reason in one short line. Then give a new delivery date or the time you'll update them, and offer a choice to wait, swap or cancel. Keep it under 60 words in chat and sign off with your own name.

What is a good delivery delay message example?

"Hi Sumaiya, sorry, your kurti (order #2381) is stuck at the courier's Sylhet hub because of flooding. I'll update you here by 4 pm tomorrow. If you'd rather cancel, reply CANCEL and I'll refund you today." It names the order, gives a reason, sets an update time and offers a way out.

Should I offer a discount for a late delivery?

Only when the delay is long, clearly your fault, or caused the customer a real problem. For one or two days of courier delay, an honest message and a firm date usually work better. When you do offer something, refunding the delivery charge is simple, fair and quick to process.

Can I send a delay message on WhatsApp after 24 hours?

Yes, but on the WhatsApp Business Platform it must be an approved message template, normally in the utility category, and it must not include promotions. Inside the 24-hour window a normal reply works. Templates are charged per message, and since 1 October 2026 so are service replies once a number has used its 1,000 free ones for the month.

What if the customer wants to cancel because of the delay?

Let them, and make it easy. Confirm the cancellation in one message, say when the refund will arrive and by which method, then send the transaction ID once it's done. A fast, friendly cancellation often brings the customer back later. A difficult one usually brings a bad review instead.

Sources

• VDB Loi: Bangladesh Digital Commerce Operation Guidelines 2021, delivery within 5 or 10 days (20 October 2021)
• The Daily Star: Overview of the Digital Commerce Operation Guidelines 2021
• legislation.gov.uk: Consumer Rights Act 2015, section 28 (delivery of goods)
• US Federal Trade Commission: Business Guide to the Mail, Internet, or Telephone Order Merchandise Rule
• Meta for Developers: WhatsApp pricing (1,000 free service messages per business phone number per month; updated 30 September 2026)
• Meta for Developers: Non-template (service) message pricing, charged per message from 1 October 2026
• Meta for Developers: WhatsApp template categorisation (utility vs marketing)
• Meta for Developers: Messenger Platform changelog (message tag deprecation from 27 April 2026, human agent tag)

Last checked: 12 October 2026.