How to justify a late delivery: 5 tips and a practical example
Posted: Sun Jan 19, 2025 9:24 am
Justifying a delay in delivery can be a challenging task. At this point, it is crucial to pay full attention to customer service to ensure customer satisfaction, even if there is a problem with the order.
In this article, we’ll explore best practices for effectively communicating delays, minimizing negative impacts and preserving your company’s reputation.
And it doesn't stop there. At the end of the content, we'll give you a colombia phone number list tip on how to save on shipping costs for your store and have specialized support to help you in situations like this. Find out all about it below!
Get cheaper shipping and specialized service
How to justify a late delivery? 5 simple and effective tips
1. Notify the Customer as Soon as Possible
If you notice that there will be a delay in delivery, inform the customer immediately. Prompt communication demonstrates responsibility and provides greater security for the buyer.
In addition to communicating via email, also send information through the channels most used by your customers, such as WhatsApp. This way, you can be sure that the message will be read more quickly.
2. Explain the Reason for the Delay
Be honest about the reason for the delay. Internal operational issues within your store, logistical challenges with the carrier, and even weather conditions can cause an order to be delayed. Therefore, it is important to keep in mind that delivery of online sales can be delayed for reasons that are often not directly your business’ fault.
Therefore, send a clear explanation to the customer about the reason for the delay so that they understand the situation.
3. Offer Solutions and Alternatives
In addition to explaining the reason for the delay, offer solutions to reduce the negative impacts, if possible. This compensation could include discount coupons for new purchases and the sending of a new product as soon as possible, an ideal measure in cases of loss or theft during transport.
Whatever the reason for the delay in the order, the important thing is to show the consumer that your online store is a safe place to buy and that you are committed to resolving problems when they occur.
4. Apologize and be empathetic
A sincere apology always goes a long way. So show empathy and understanding for the inconvenience caused. Customers always appreciate it when they feel their concerns are taken seriously.
5. Keep the Customer Updated
Keep the customer informed about the progress of the situation and send new updates until the delivery is complete. This way, your e-commerce prevents the customer from losing confidence in the business and even increases the chances of loyalty after the event.
Example of a message justifying a delay in delivery to the customer
Check out an example of a message that you can use as a reference to justify a delay in the delivery of an order. Use it as a basis for creating your business message:
Subject: Notification of Delayed Delivery of Order #12345
Dear [Customer Name],
We would like to inform you that due to [briefly describe the reason for the delay, e.g. “an internal logistics issue with the carrier”], the delivery of your order #12345, originally scheduled for [original date], will be delayed.
We sincerely apologize for any inconvenience this may cause and are working to resolve the situation as quickly as possible. We expect your order to be delivered by [new estimated date].
To make up for the inconvenience, we would like to offer [describe the compensation, such as a discount or free gift]. We appreciate your understanding and patience.
Please do not hesitate to contact us if you have any questions or require further information.
In this article, we’ll explore best practices for effectively communicating delays, minimizing negative impacts and preserving your company’s reputation.
And it doesn't stop there. At the end of the content, we'll give you a colombia phone number list tip on how to save on shipping costs for your store and have specialized support to help you in situations like this. Find out all about it below!
Get cheaper shipping and specialized service
How to justify a late delivery? 5 simple and effective tips
1. Notify the Customer as Soon as Possible
If you notice that there will be a delay in delivery, inform the customer immediately. Prompt communication demonstrates responsibility and provides greater security for the buyer.
In addition to communicating via email, also send information through the channels most used by your customers, such as WhatsApp. This way, you can be sure that the message will be read more quickly.
2. Explain the Reason for the Delay
Be honest about the reason for the delay. Internal operational issues within your store, logistical challenges with the carrier, and even weather conditions can cause an order to be delayed. Therefore, it is important to keep in mind that delivery of online sales can be delayed for reasons that are often not directly your business’ fault.
Therefore, send a clear explanation to the customer about the reason for the delay so that they understand the situation.
3. Offer Solutions and Alternatives
In addition to explaining the reason for the delay, offer solutions to reduce the negative impacts, if possible. This compensation could include discount coupons for new purchases and the sending of a new product as soon as possible, an ideal measure in cases of loss or theft during transport.
Whatever the reason for the delay in the order, the important thing is to show the consumer that your online store is a safe place to buy and that you are committed to resolving problems when they occur.
4. Apologize and be empathetic
A sincere apology always goes a long way. So show empathy and understanding for the inconvenience caused. Customers always appreciate it when they feel their concerns are taken seriously.
5. Keep the Customer Updated
Keep the customer informed about the progress of the situation and send new updates until the delivery is complete. This way, your e-commerce prevents the customer from losing confidence in the business and even increases the chances of loyalty after the event.
Example of a message justifying a delay in delivery to the customer
Check out an example of a message that you can use as a reference to justify a delay in the delivery of an order. Use it as a basis for creating your business message:
Subject: Notification of Delayed Delivery of Order #12345
Dear [Customer Name],
We would like to inform you that due to [briefly describe the reason for the delay, e.g. “an internal logistics issue with the carrier”], the delivery of your order #12345, originally scheduled for [original date], will be delayed.
We sincerely apologize for any inconvenience this may cause and are working to resolve the situation as quickly as possible. We expect your order to be delivered by [new estimated date].
To make up for the inconvenience, we would like to offer [describe the compensation, such as a discount or free gift]. We appreciate your understanding and patience.
Please do not hesitate to contact us if you have any questions or require further information.