How to Write a Missed Delivery Email to Customers
A missed delivery email tells a customer that a delivery attempt was unsuccessful and explains what they can do next. The message should make the situation clear without blaming the customer or creating unnecessary confusion.
A good missed delivery email should explain that a delivery attempt was unsuccessful, identify the order, provide the latest tracking or delivery information, explain available redelivery or pickup options, and tell the customer how to get help. Keep the message specific and make the next step easy to understand.
Missed Delivery Email Template
If you need a customer-ready message quickly, adapt this template with the actual order and delivery information.
Subject: We missed you: delivery update for order #1847
Hi [Customer Name],
We wanted to let you know that a delivery attempt for your order #1847 was unsuccessful today.
According to the latest delivery information, another delivery attempt is expected on [Date]. You can also review the shipment status here: [Tracking Link].
If you need help with the delivery or have questions about your order, please contact us at [Support Email].
Thank you,
[Business Name] Customer Support
Table of Contents
- What Is a Missed Delivery Email?
- When Should You Send It?
- What to Include in the Email
- How to Write It Step by Step
- How to Explain the Delivery Attempt
- Redelivery and Pickup Options
- Missed Delivery Email Subject Lines
- U.S. Ecommerce Example
- Tracking and Pickup Information
- Customer Support and Next Steps
- Automating Missed Delivery Emails
- Common Mistakes to Avoid
- Missed Delivery Email Checklist
- Related Reading
- Final Thoughts
What Is a Missed Delivery Email?
A missed delivery email is a customer message sent after a delivery attempt could not be completed.
The reason can vary. The carrier may have been unable to access the delivery location, no one may have been available when a signature was required, or another delivery condition may have prevented completion.
The email should describe only the information that is actually known. If the carrier provides a specific reason, the business can communicate that reason clearly without making assumptions about what happened.
When Should You Send a Missed Delivery Email?
Send the message after the failed delivery attempt has been recorded and reliable information is available.
The email is especially useful when the customer needs to take an action, such as scheduling another delivery attempt, collecting the package, or checking delivery instructions.
If the carrier automatically sends its own notification, a store does not necessarily need to duplicate every detail. A separate store email is most useful when it adds relevant order information or support guidance.
What to Include in the Email
A useful missed delivery email should answer the customer's immediate questions.
- Order number
- Product or shipment identification
- Confirmation that the delivery attempt was unsuccessful
- Date of the attempted delivery, when useful
- Reason for the failed attempt, if confirmed
- Next delivery attempt or available options
- Tracking information
- Pickup information, if applicable
- Customer support contact information
Avoid guessing why the delivery failed. A neutral description is better than assigning blame to the customer or carrier without reliable evidence.
How to Write a Missed Delivery Email Step by Step
1. State what happened
Tell the customer that the delivery attempt was unsuccessful.
A delivery attempt for your order #1847 was unsuccessful today.
2. Identify the order
Include the order number so customers can immediately identify the affected purchase.
3. Explain the confirmed reason
If the carrier provides a reason, explain it briefly. If the reason is not known, do not invent one.
4. Give the next step
Tell the customer whether another delivery attempt is expected, whether pickup is available, or whether they need to contact support.
5. Include tracking information
A working tracking link can help the customer verify the current status without contacting support.
How to Explain the Delivery Attempt
Keep the explanation factual and neutral.
Our carrier attempted to deliver your package on September 20, but the delivery could not be completed.
If a signature was required, for example, the message can explain that the carrier could not complete the delivery because the required recipient was unavailable.
Avoid wording that makes assumptions such as "You were not home" unless that information is actually confirmed.
Redelivery and Pickup Options
The most useful part of a missed delivery email is often the next-step information.
Depending on the carrier and the store's policies, customers may be able to:
- Wait for another delivery attempt
- Schedule or request redelivery
- Collect the package from an authorized pickup location
- Update delivery instructions where supported
- Contact customer support for assistance
Only mention options that are actually available for the specific shipment.
Missed Delivery Email Subject Lines
The subject line should make the delivery status clear without sounding unnecessarily alarming.
- Delivery update for order #1847
- We couldn't complete your delivery
- Missed delivery: order #1847
- Action needed: delivery update
- Update about your package delivery
- Your delivery attempt was unsuccessful
If the customer needs to take action, a subject line that communicates that requirement can be more useful than a generic update.
U.S. Ecommerce Example
Imagine a U.S. customer has ordered a $59.99 product and the carrier attempts delivery while a signature is required. The attempt is recorded as unsuccessful, and the carrier indicates that another attempt will be made the following business day.
A useful store email could confirm the failed attempt, provide the next expected delivery date, link to tracking, and explain how the customer can contact support if the next attempt does not work.
The actual message should follow the carrier's confirmed status and the store's delivery policies.
Tracking and Pickup Information
If tracking information is available, make it easy to access.
A tracking link can help customers see whether another delivery attempt has been scheduled or whether the package has been moved to a pickup location.
If the package is available for pickup, clearly explain the location, deadline, or identification requirements only when that information is confirmed.
Never use a placeholder tracking URL in a live customer email.
Customer Support and Next Steps
Customers may have questions when a delivery attempt fails. Make support easy to reach and tell them what information to provide.
For example, you can ask the customer to include the order number when contacting support. This helps the support team locate the correct order more quickly.
Do not promise a replacement, refund, or guaranteed redelivery unless that option is actually available under the business's policy.
Automating Missed Delivery Emails
Missed delivery emails can be automated when an order-management or shipping system receives a confirmed failed-delivery event.
Automation can make customer communication more consistent, but the trigger should use reliable shipment data. A temporary tracking error should not automatically generate a customer message if the delivery was actually completed.
For broader automation concepts, see Email Marketing Automation .
Missed delivery communication is also part of the wider customer journey. See Email Marketing Customer Journey for related customer communication concepts.
Common Mistakes to Avoid
Blaming the customer
Avoid language that assumes the customer caused the failed delivery. Use the confirmed delivery information instead.
Not explaining what happens next
Telling customers that delivery failed without giving them useful next steps leaves the main problem unresolved.
Giving incorrect redelivery information
Only provide a new delivery date or pickup location when it is confirmed.
Using a vague subject line
A subject such as "Important Information" does not tell the customer what the email is about.
Sending duplicate notifications
If the carrier and store both send similar notifications, consider whether the store's message adds useful information rather than repeating the same status.
Using a broken tracking link
Always test or verify the destination before sending a customer-facing message.
Missed Delivery Email Checklist
- Confirm that a delivery attempt actually failed.
- Include the correct order number.
- Identify the affected shipment or product.
- State the delivery attempt clearly.
- Give the confirmed reason when appropriate.
- Provide the next delivery attempt when available.
- Explain pickup or redelivery options when available.
- Include a working tracking link when useful.
- Use a clear subject line.
- Avoid blaming the customer without evidence.
- Provide customer support information.
- Verify shipment data before automated sending.
Related Reading
These articles cover closely related customer order and delivery communications:
- How to Write a Delivery Confirmation Email
- How to Write a Shipping Delay Email to Customers
- How to Write a Delivery Delay Email to Customers
- How to Write an Order Delay Email to Customers
Final Thoughts
A missed delivery email should turn an unsuccessful delivery attempt into a clear next step for the customer. Explain what happened, identify the order, provide reliable tracking or redelivery information, and make support easy to reach.
Keep the message factual and respectful. When customers know what happened and what they can do next, the email becomes a useful part of the delivery experience rather than another source of uncertainty.