Small Shop Message Studio: Delayed Package / Tracking Not Updating Situation Summary The order was shipped on time, but the tracking has not updated in five days. This appears to be a carrier tracking delay, not a seller processing delay. Recommended Tone Use a calm and reassuring tone. Acknowledge the customer’s concern, clarify that the package was shipped on time, and guide them to keep monitoring tracking without guaranteeing delivery. Main Customer Message Hi [Customer Name], Thank you for reaching out. I completely understand wanting an update on your package. Your order was shipped on [Shipping Date], and it is currently with [Shipping Carrier]. Sometimes tracking can pause for several days while a package is moving through the carrier’s system, especially during busy periods or between scans. Here is the tracking link for reference: [Tracking Link] At this point, I recommend continuing to monitor the tracking over the next few days. If there is still no movement by [Follow-Up Date / Timeframe], please message me again and I’ll be happy to look into the next available step based on my shop policy. Thank you for your patience, [Your Name / Shop Name] Short Version Hi [Customer Name], Thanks for checking in. Your order was shipped on [Shipping Date], but it looks like the tracking has not updated yet. Sometimes carrier scans pause for a few days while the package is still in transit. You can keep an eye on the tracking here: [Tracking Link] If there is still no update by [Follow-Up Date], please reach back out and I’ll be happy to help with the next step. Thank you for your patience, [Your Name / Shop Name] What Not to Say Avoid saying: “It’s not my fault.” “You just need to wait.” “The carrier lost it.” “I guarantee it will arrive soon.” “There’s nothing I can do.” Anything that promises a refund or replacement unless that matches your shop policy.