Orders & fulfilment

Gift card issued to a recipient

Sends a digital gift card to the person it was bought for: who it’s from, their message, the value, the code, how to redeem it and when it expires.

Subject: [giver name] has sent you a gift card

Online order confirmation

Confirms an online order: the order number, items, totals, delivery address and method, and the expected delivery date, with a link to view the order.

Subject: Your order [order number] is confirmed

Order cancellation confirmation

Confirms an order the customer asked to cancel: what was cancelled, the refund amount and method, when it should reach them, and what to do if a parcel arrives anyway.

Subject: Order [order number] is cancelled

Order cancelled by the seller

Tells a customer, with an apology, that you’ve had to cancel their order: the reason, which items, the refund and when it arrives, and how to reorder or ask about alternatives.

Subject: We’ve had to cancel your order [order number]

Order payment not completed

Tells a customer their order is on hold because payment didn’t go through, and asks them to sign in at the address they already know to try again by a date. Never asks for card details.

Subject: Your order [order number] is on hold

Consignment delivery exception

From a carrier or logistics provider: tells the shipper or receiver that a consignment couldn’t be delivered as planned, why, where the goods are now and what they need to decide or correct by when.

Subject: Delivery exception: consignment [tracking number]

Customs clearance documents request

Asks an importer, exporter or supplier for the documents a shipment needs to clear customs: the checklist, the date needed, where the shipment stands, how to upload and who to ask about classification.

Subject: Customs documents needed: shipment [shipment reference]

Freight booking confirmation

From a forwarder or carrier to a shipper: confirms a freight booking with the routing, vessel or flight, collection and departure dates, the cargo and document cut-offs and what the shipper must send next.

Subject: Freight booking [booking reference] confirmed

Research sample shipment notice

Tells a partner lab that research samples are on their way: carrier and tracking, arrival as the carrier gives it, storage on arrival, the coded manifest and MTA reference, and a request to confirm their condition.

Subject: Samples on the way: shipment [shipment reference]

Click and collect order ready

Tells a customer their click-and-collect order is waiting in store: which store, its opening hours, what to bring to collect it and the last day to collect.

Subject: Your order [order number] is ready to collect

Click and collect pickup reminder

Reminds a customer their order is still waiting in store: the store and hours, the last day to collect, and what happens after that date as your policy sets it, such as a refund.

Subject: Reminder: your order is waiting at [store name]

Delivery address query

Asks a customer to check and correct their delivery address when the carrier or your checks flag a problem: what looks wrong, the date to reply by, and what happens to the order until then.

Subject: Check your delivery address for order [order number]

Delivery slot booking request

Asks a customer to book a delivery slot for a large or made-to-order item: the dates on offer, the access the delivery crew needs, any installation or removal service, and the date to book by.

Subject: Choose a delivery date for order [order number]

Lost parcel investigation

Confirms you’ve asked the carrier to trace a parcel the customer hasn’t received: the case reference, what happens during the trace, when they’ll next hear and the outcomes your policy allows.

Subject: We’re tracing your parcel for order [order number]

Missed delivery attempt

Tells a customer the carrier couldn’t deliver their parcel: when they tried, where the parcel is now, how to rearrange or collect it, what to bring and the date it comes back to you if unclaimed.

Subject: [carrier name] couldn’t deliver your order

Order delivery delay

Tells a customer early that their order will arrive later than expected: the original and new dates the carrier or warehouse gave, the reason, and their options if the new date doesn’t work.

Subject: Your order [order number] is running late

Order dispatched notification

Tells a customer their order has left the warehouse: the items in this parcel, the carrier, tracking number and expected delivery date, and any items still to follow separately.

Subject: Your order [order number] is on its way

Parcel delivered confirmation

Confirms the carrier has recorded a parcel as delivered: when, where it was left, a link to any proof of delivery, and the date to tell us by if it can’t be found.

Subject: Your order [order number] is marked as delivered

Parcel out for delivery

Tells a customer their parcel is with the driver for delivery today: the time window, whether a signature is needed, and what to do if no one will be in.

Subject: Out for delivery: order [order number]

Product exchange confirmation

Confirms an exchange: the item coming back, the replacement going out, any price difference charged or refunded, and when the replacement ships.

Subject: Your exchange for order [order number] is confirmed

Return label and instructions

Sends the label and steps for an approved return: how to pack the items, where to drop them off or book a collection, the date to send them by and any postage cost.

Subject: Your return label for order [order number]

Return not accepted

Explains plainly why a return can’t be accepted under the returns policy, what happens to the item, and how the customer can ask for the decision to be looked at again.

Subject: About your return [return reference]

Return refund confirmation

Confirms that returned items have arrived and been checked, and sets out the refund line by line: the items refunded, any deduction your policy allows, how it was split across payment methods and when it should arrive.

Subject: Your refund for return [return reference]

Return request received

Confirms a customer’s request to return items: the return reference, the items and reason, and what happens next, whether that’s a label, a review of the request or a store drop-off, and by when.

Subject: Your return request [return reference]

Harvest schedule for buyers

Tells wholesale buyers when a crop is expected to be ready: the expected window, products and grades, how orders and collections will work, when pre-orders close and when the schedule will be confirmed.

Subject: Harvest schedule: [crop name], [season name]

Inventory position report

From a warehouse or logistics provider to the client whose stock it holds: the stock position on a date, lines below their reorder point, inbound stock expected and any decision needed from them.

Subject: Your stock position at [warehouse name]

Item substitution notice

Tells a customer which items in their order were swapped for alternatives: what they ordered, what they’re getting, any price difference, and how to refuse a substitute by a set time.

Subject: Substitutions in your order [order number]

Ordered item out of stock

Tells a customer that one or more items they ordered can’t be supplied after all: which items, whether the rest of the order still ships, and the refund for the missing lines.

Subject: Items in your order [order number] are unavailable

Pre-order release date update

Tells a customer the release or dispatch date of a pre-ordered item has changed: the previous and new dates, the reason, when payment is taken and how to cancel if the new date doesn’t suit.

Subject: New release date for your pre-order of [product name]

Advance shipping notice

Tells a trade customer’s goods-in team what has left your site: the lines and quantities, packages and weight, carrier and consignment number, expected arrival and the documents travelling with it.

Subject: Shipping notice for order [order number]

End-of-life and last-time-buy notice

Tells trade customers a product is being discontinued: the affected part numbers, the last date to order, the last ship date, the recommended replacement and where the last-time-buy conditions are.

Subject: Discontinuation notice: [product name]

Trade order shortage notice

Tells a trade customer before dispatch that some lines can’t be supplied in full: what ships now, what’s short, any proposed substitutes or balance date, the invoice adjustment, and asks how to proceed.

Subject: Order [order number]: some lines can’t ship in full

Pre-production sample approval request

Tells a trade customer that pre-production samples are on their way, what to check against the specification and the date to approve by, since production starts only once they sign off.

Subject: Samples for your approval: order [order number]

Product change notification

Gives trade customers formal notice of a change to a product they buy (material, process, site or design): the affected part numbers, what changes, from when, and the date to raise concerns or ask for samples.

Subject: Product change notice for [product name]

Production schedule update

Updates a trade customer on a make-to-order job: the stage production has reached, what’s done, the next milestone, the planned ship date and anything you need from them.

Subject: Production schedule: order [order number]

Supply disruption notice

Tells trade customers and distributors about a supply constraint affecting several products: what’s affected, why, revised lead times, what it means for open orders and when the next update comes.

Subject: Supply update: [affected product range]

Trade order confirmation

Confirms a trade customer’s order or purchase order: your order reference, the confirmed lines and pack sizes, the delivery date or window, any line that differs from what they ordered and the cut-off for changes.

Subject: Order acknowledgement [order number]

Trade order on credit hold

Tells a trade customer an order is held because their account is over its credit limit or has overdue invoices: what’s held, what’s outstanding, what releases the order and who to talk to.

Subject: Order [order number] is on credit hold

Trade order delay notice

Tells a trade customer early that an order will ship or arrive later than confirmed: the original and revised dates, which lines are affected, why, what you’re doing about it and their options.

Subject: A revised date for order [order number]

Recall response reminder

Follows up a trade customer who hasn’t yet confirmed their response to a product recall: the recall reference, affected lots, what you still need from them and the new date to reply by. Review before sending.

Subject: Reminder: please respond to recall [recall reference]

Product recall notice for trade customers

Tells distributors, retailers and trade customers to stop selling a recalled product: the part numbers, lots or batch codes, the hazard in approved wording, what to do with stock and how to confirm quantities. Review before sending.

Subject: Action required: recall of [product name]

Product recall notice for consumers

Tells customers who bought a recalled product to stop using or eating it: the product, batch codes or date marks, the reason and safety advice as the approved notice states them, and how to return it or get a remedy.

Subject: Important safety recall: [product name]