vstorm-co 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.