Etsy message templates: replying to “Where is my order?”

01Before you write

Have three things in front of you: the order, the date the order went to your supplier, and the tracking number. Etsy’s tips for sellers include answering messages quickly, within 24 hours if you can.

02Template 1: the parcel is on its way

Hi [first name], thank you for your message. Your order shipped on [date] and is on its way. Here is the tracking number: [number] with [carrier]. International parcels sometimes show no update for several days while they travel. If it has not arrived by [date], write to me and I will look into it right away.

03Template 2: no tracking yet

Hi [first name], thank you for writing. Your order is being prepared and has not shipped yet. I will send the tracking number as soon as it is available, and I will message you if anything changes.

04Template 3: a delay

Hi [first name], I am sorry, your order is taking longer than planned. Here is where it stands: [one honest sentence]. Tracking number: [number]. I will check again on [date] and I will write to you either way.

05Template 4: tracking shows no movement

Hi [first name], thank you for letting me know. I checked the tracking and it has not been updated since [date]. I am looking into it with the carrier and I will come back to you by [date].

06Thank-you messages

A simple thank-you does not need an answer, and you can leave it alone.

What Sereane adds

Sereane gathers the conversations of all your shops in one place, and next to a conversation a panel shows the order and its tracking. When you write, it can propose a draft and rewrite or translate your message into your customer’s language. You read it and send it yourself: nothing leaves without you. It also spots messages that look like a thank-you, labeled Probably a thank-you, and one click on Nothing to reply files them.