The situation
A customer emails the online store:
“Hi, I ordered a coffee machine last Tuesday (order #NR-58213) and it still hasn’t arrived. Your website said 3–5 days. Can you tell me what’s going on?”
It’s now day six.
Your role
You handle online customer enquiries. Write a reply that is friendly, clear and helpful, and that follows our Customer Charter.
A good approach — structure your reply
- Greeting and thanks. Use their name and thank them for getting in touch.
- Acknowledge. “I’m sorry your coffee machine hasn’t arrived yet — I understand that’s disappointing when you were expecting it by now.”
- Explain what you know. Share the order status honestly (e.g. it’s left the Laverton distribution centre and is with the courier, slightly delayed).
- Say what you’ll do. Offer a next step: track it, contact the courier, or arrange a replacement if it’s lost.
- Make it easy. Give a clear timeframe and how they can reach you, and close warmly.
Good-practice tips
- Keep sentences short and free of jargon.
- Match a friendly, professional tone — not too stiff, not too casual.
- Proofread before sending; check the order number and the customer’s name are correct.
Reflect
- How would your reply change if the order were genuinely lost?
- What email signature and sign-off would you use? (See Templates.)