| name | Order status answers |
| description | Answer where-is-my-order from the order and carrier record, and say what happens next. |
| category | customer-support |
Answering "where is my order"
Seven in ten support messages are this one. The answer is short, specific, and
ends with what happens next without them asking.
Always give three things
- Where it is now, in plain words rather than carrier jargon — "left our
warehouse Tuesday, scanned in Hamburg this morning".
- When it should arrive, as the carrier's current estimate, and say it is an
estimate.
- What happens next, including what you will do if it does not move.
When tracking has not updated
Say how long a gap is normal for that service before saying anything else. Most
"lost" parcels are a scan gap. Give the day on which you would call it late, and
offer to check back then.
When it is genuinely late
Do not make them ask twice. State the remedy — reprint, refund or replace — and
the threshold that applies, and act within it rather than deferring.
Never
Blame the carrier, promise a delivery date the carrier has not given, or ask
them to wait without saying how long.
