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How Customer Service Teams Respond to COVID-19 Shipping Delays & Response Templates

Amanda Silberling
August 12, 2022
For customer service teams, answering questions about coronavirus can be tricky. To keep customers updated, customer service teams can offer an apology letter.
via Sandboxx

When we talk about the coronavirus, there’s one refrain that continually comes up in conversation: “These are unprecedented times.” But there’s truth to the cliche – never before have e-commerce brands had to continue operating their business while a dangerous virus continues to spread globally. Despite these challenging circumstances, shoppers still expect prompt delivery of their online purchases. In order to be competitive with corporations like Amazon, independent sellers need to be able to offer fast shipping. So, e-commerce brands must find a balance and keep warehouse staff and temporary personnel safe, yet still fulfill orders in a timely manner for satisfied customers.

At Chatdesk, our Experts help brands provide their customers helpful, personalized support. After addressing thousands of tickets related to COVID-19 shipping delays, we've found the right messaging brands can use without losing customer loyalty. Click on the link below to download the templates.

Get 5 Free, Customizable Response Templates for COVID-19 Shipping Delays

3 Best Practices for Responding to Delivery Delays

For customer service teams, answering questions about COVID-19 can be tricky.

If there’s a coronavirus outbreak in your warehouse, you’ll end up with unexpected delays, since your staff will need to quarantine.

In order to keep messages to online shoppers consistent, it’s necessary to craft a template for an apology letter that your customer service teams can use to relay to customers. Here are some sample letters that show best practices for answering customers’ questions about COVID-19 shipping delays.

via ABC News.


1. Emphasize Safety for Staff and Customers

Customers may be disappointed when their orders are delayed, but by assuring them the delay stems from a genuine need to keep both staff and shoppers safe, customers may be more patient. This approach leaves your customers on a positive note, too. Here are some sample letters that emphasize safety during the coronavirus pandemic. When adapting these, you can add your company name and offer coupons for their next purchase if you're able.

Download Now: Free Templates for COVID-19 Shipping Delays

via ABC7.


2. Don’t Make Promises You Can’t Keep

Given the unprecedented circumstances of COVID-19, customers may be more understanding about late deliveries. But, if you promise unrealistic shipping times, you risk alienating future customers. A better strategy is to apologize, take full responsibility, and assure shoppers they will receive email updates, an order number, and a tracking number to help them know when to expect their merchandise. In extreme cases, you can even offer customers a coupon for their next order.

Download the Apology Letter template for COVID-19 Shipping Delays

3. Have Flexible Customer Support Solutions At-the-Ready for Unexpected High Demand

Whether it's holidays or unexpected circumstances like COVID-19, businesses need trained customer support staff ready to face the high demands. Especially during the holidays, online shoppers may ask a lot of questions about when their order will ship.

Most customer support solutions outsource abroad and can't offer you flexible pricing solutions, but with Chatdesk Teams, you don't need to compromise. We select and train a team of U.S. Experts and make sure every customer response is on-brand and personalized. It's a month-to-month contract and you choose the types of tickets you want Experts to handle, coverage hours (e.g. regular business hours, after-hours, weekends, or 24/7), and how many tickets you want on your plan for that month. Read how Thinx addresses customer support year-round with Chatdesk.


Schedule a Chatdesk demo today to improve your customer service and increase sales by up to 10-15%.

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