Good claim emails are fast, specific and calm. Acknowledge every report the same day, ask only for what you need, and tell the customer exactly what happens next. Below are copy-ready templates for the most common situations. Replace the parts in brackets and make sure each one matches your policy.
For the policy behind these emails, see how to write a lost and stolen package policy and the order protection guide.
How should you write claim emails?
- Lead with the answer or the next step, not an apology paragraph.
- Use the order number in the subject line.
- Ask for one thing at a time.
- Give a time frame: “within 2 business days” beats “soon”.
- Keep the tone neutral. No blame on the customer or the carrier.
What do you send when an order is running late?
Subject: Update on your order [#1234]
Hi [Name], your order is on its way but running behind the original estimate. The latest tracking update is [status, date]. Carriers sometimes take a few extra days during busy periods. If there is no movement by [date], reply to this email or use our [claims page] and we’ll sort it out.
How do you confirm a claim was received?
Subject: We’ve received your claim for order [#1234]
Hi [Name], thanks for letting us know. We’ve received your claim and will review it within [2 business days]. You don’t need to do anything else right now. We’ll email you with the outcome.
How do you ask for photos of damage?
Subject: Photos needed for order [#1234]
Hi [Name], sorry your order arrived damaged. Could you reply with a photo of the item and one of the packaging? As soon as we have them, we’ll arrange a [refund/replacement].
What do you send when tracking says delivered?
Subject: Your order [#1234] shows as delivered
Hi [Name], tracking shows your order was delivered on [date] at [time]. Could you check with neighbors, your building’s mail area and around your entrance? If it hasn’t turned up by [date], reply here and we’ll take it from there.
See delivered but not received claims for how to handle the next step.
How do you confirm a refund?
Subject: Refund issued for order [#1234]
Hi [Name], we’ve approved your claim and refunded [amount] to your original payment method. Depending on your bank, it can take a few business days to appear. Thanks for your patience.
How do you confirm a reship?
Subject: A replacement for order [#1234] is on its way
Hi [Name], we’ve approved your claim and shipped a replacement. Your new tracking number is [number]. We’ll keep an eye on it too.
How do you confirm store credit?
Subject: Store credit added for order [#1234]
Hi [Name], we’ve approved your claim and added [amount] in store credit to your account. It’s ready to use at checkout next time you shop with us.
For when to choose each option, see refund, reship or store credit.
How do you decline a claim politely?
Subject: About your claim for order [#1234]
Hi [Name], thanks for your claim. We aren’t able to approve it because [condition from policy, e.g. it was filed after the 30-day window]. If you have [information that would change the outcome], reply to this email and we’ll take another look. You can read our full policy here: [link].
Which details should every email include?
- The order number.
- What you know from tracking.
- What happens next and when.
- How to reach you.
To send customers to one place for every claim, see Sam Shipping Protection.
Frequently asked questions
How fast should I reply to a lost package report?
Acknowledge it the same day, even if the fix takes longer. A quick reply reduces follow-up emails and disputes.
What should a lost package email include?
The order number, what you know from tracking, what happens next, when the customer will hear from you, and how to reach you.
Should I mention shipping protection in claim emails?
Yes, if the customer added it. Remind them it covers the problem and explain the resolution they can expect.
Part of our guide: Order protection →