Warehouse and Packing

These messages explain what’s happening while the order is being prepared, before the carrier scan exists. Aim to proactively manage expectations, especially when there’s a dispatch delay.

Delay

The two messages for "Warehouse delay" and "Handover to carrier delay" messages are especially valuable because they proactively explain warehouse delays and reduce “Where is my order?” questions before the carrier journey really starts.

You can combine them into one customer-facing narrative, or keep them as two separate messages if that’s helpful for triggers, thresholds, and internal reporting.

Warehouse delay

Send when an open order has exceeded the expected dispatch time and still has no shipment/tracking created: this is a warehouse delay, not a carrier issue. Reset expectations and reduce “Where is my order?” contacts by giving a clear next update.

Please note, you can already use the URL to the order status page with placeholder {{trackingUrl}}, even if no tracking number is assigned yet.

Subject line & preview

Example subject variants:

• Shipping delay: order {{orderNo}}

• Update: your order {{orderNo}} is taking longer to ship

• We’re still preparing your order — thanks for your patience

Example preview text variants:

• We’ll send tracking as soon as it leaves our warehouse.

• Here’s what’s happening and when you’ll hear from us next.

Recommended content

Trigger hygiene: this should only fire for open orders with no shipment/tracking created past the expected dispatch time.

Exclude cancelled/shortpicked/refunded orders and long-lead-time scenarios like backorders/pre-orders/scheduled delivery (use Extended ship time update instead). Also exclude cases where a label/tracking exists already (use Handover to carrier delay instead).

• Acknowledgement: short apology and clear status.

• Clarify the stage: the order is still being prepared in the warehouse; tracking is not available yet.

• Updated dispatch estimate: realistic dispatch window and what can influence it.

• Reason (optional): brief, factual reason when helpful (e.g., high demand, extra checks).

• Customer options: cancel/modify if needed and where to do it.

• Next update promise: when you’ll hear from us again if nothing changes.

• Help: support contact for urgent cases.

• Align wording with carrier scan delay: from the customer side it’s the same story; only add tracking details when available.

Useful placeholders

Core:

• {{orderNo}}

• {{shopName}}

• {{recipient_notification}} / {{recipient}} / {{recipient/first-name}}

Order status link (if available):

• {{trackingUrl}}

Items (if available):

• {{articlesTableWithImages}}

Useful snippets

• View order CTA (optional): {% partial viewOrderBtn %}

• Alternatives (optional): {% partial productRecommendations %}

Loyalty/ Conversion target

Keep this subtle due to the friction moment:

• Loyalty goodwill: credit/points as apology (optional).

• Preference center: choose proactive delay updates.

• App / notifications opt-in: get notified when the order ships.

Handover to carrier delay

Explain the “blackout period” between warehouse handover and the first carrier scan: tracking exists, but scans can be delayed. This phase often isn’t visible in SLA reporting, so proactive communication helps customers avoid assuming the parcel is lost.

Subject line & preview

Example subject variants:

• Tracking created for {{orderNo}} — awaiting carrier pickup

• Update: carrier scan pending for {{orderNo}}

• Your parcel hasn’t been scanned yet

Example preview text variants:

• The label is created; the first scan may take a bit longer.

• Track the latest status and we’ll keep you posted.

Recommended content

This is a common “blind spot”: the parcel may be with the carrier network, but the first scan can happen later (pickup/linehaul) and isn’t always reflected in SLAs. Define an internal threshold for when you send this message and when support should investigate.

• What this status means: shipment info exists but carrier hasn’t scanned the parcel yet.

• What to expect: tracking updates may take time; the first scan can occur after pickup/linehaul.

• Tracking details: carrier name and tracking number (if available).

• Primary CTA: tracking link to follow updates.

• When to reach out: clear threshold for contacting support if there are no updates.

• Reassurance: short reassurance without overpromising.

• Align wording with dispatch delay: from the customer side it’s the same story; only add tracking details when available.

Useful placeholders

• {{orderNo}}

• {{shopName}}

• {{courier/pretty}}

• {{tracking_number}}

• {{trackingUrl}}

• {{trackingButton}}

Useful snippets

• Tracking CTA: {% partial trackingButton %} or {% partial TrackingButton %}

• Tracking delay note (optional): {% partial DispatchTrackinglinkInfo %}

Loyalty/ Conversion target

• App / notifications opt-in: get alerts when the first scan happens.

• Preference center: choose delivery update frequency.

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Picked & packed

Confirm the order is packed and queued for dispatch: best used when the extra milestone adds value (custom-made orders, longer lead times, scheduled dispatch), otherwise it can feel like spam. Even if you don’t email it, passing this milestone to parcelLab improves visibility, but it requires additional OMS/WMS data (a reliable “packed/ready” event).

Subject line & preview

Example subject variants:

• We’re packing your order {{orderNo}}

• Packed and almost on the way: {{orderNo}}

• Your {{shopName}} order is being prepared

• Order update: getting {{orderNo}} ready to ship

Example preview text variants:

• We’ll send tracking as soon as it’s dispatched.

• Your order is almost ready to leave our warehouse.

Recommended content

Use sparingly: it adds value for custom-made orders, longer lead times, or scheduled dispatch; otherwise it can feel like spam.

This message requires additional OMS/WMS data: a reliable “picked & packed / ready for dispatch” milestone that parcelLab can receive and map to the order (even if you don’t email it, sending the milestone improves visibility).

• Status update: confirm the order is packed and ready for dispatch.

• What happens next: handover to carrier and when the first tracking updates typically appear.

• Estimated next milestone: dispatch timeframe (set expectations, don’t overpromise).

• Delivery details: confirm address and where to request changes (if possible).

• Items overview: short list/table to reinforce confidence.

• Help: clear support path for urgent changes.

Useful placeholders

Core:

• {{orderNo}}

• {{shopName}}

• {{recipient_notification}} / {{recipient}} / {{recipient/first-name}}

Delivery details:

• {{street}}, {{zip_code}}, {{city}}

Order status link (if available):

• {{trackingUrl}}

• {{trackingButton}}

Items:

• {{articlesTableWithImages}} / {{orderArticlesTableWithImages}}

Useful snippets

• View order CTA (optional): {% partial viewOrderBtn %}

• Items table (optional): {% partial ArticlesTableWithImages %}

Loyalty/ Conversion target

• Account creation: faster checkout and easy order management.

• Notification opt-in: push/SMS for delivery updates.

• Loyalty sign-up: points and member benefits (subtle placement).