What to Reply to a Customer Who Didn't Receive Their Order
A missing order can be stressful for a customer, and a quick, empathetic response is key to keeping their trust. This situation gives you empathetic, professional, and proactive ways to respond and resolve the issue.
Use these when
- When a customer reports a missing or undelivered order
- When you want to reassure them while investigating the issue
- When you're offering a proactive resolution like a replacement or refund
Skip these if
- Don't dismiss the issue or delay investigating it
- Don't make the customer repeat their issue multiple times
- Avoid vague timelines, give clear next steps
12 replies to choose from
I'm so sorry to hear that, let's get this sorted out right away.
That's frustrating, I completely understand, let me look into it.
Let me check the tracking details and get back to you shortly.
I'll investigate this immediately and follow up with next steps.
I'll go ahead and process a replacement while we investigate.
Let's get a resolution moving right away, whether that's a refund or replacement.
We'll make sure this gets resolved for you as quickly as possible.
Don't worry, we'll take care of this.
I can definitely help resolve this issue today.
Let's get this fixed for you right now.
I'm sorry, let me fix this now.
Checking on this immediately.
Make it fit your exact message
Common questions
- How quickly should I respond to a missing order complaint?
- As soon as possible, ideally within the same business day.
- Should I offer a refund or replacement first?
- It depends on your policy, but offering a proactive solution builds trust quickly.
- What if the tracking shows it was delivered?
- Share that information calmly while still working with the customer to resolve the confusion.
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