Sorry message for delay in delivery: 25 WhatsApp samples for orders, services and refunds

16 delay apologies templates

Copy the wording, then submit it from CRM → WhatsApp Templates with the sample values shown. Meta reviews every template; approval is never guaranteed.

1. Hi {{1}}, we are sorry: your order {{2}} will reach you later than promised because {{3}}. The new expected delivery date is {{4}}. You can track it with the button below, or reply here if you want to cancel.

   • Track order

   Order delayed in transit

   Utilitydelay_order_courier_reasonLanguage: en

   Use it when: As soon as the courier reports a delay that will miss the promised date.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Priya
   {{2}}	Order number	#48213
   {{3}}	Reason as a short phrase	heavy rain has closed the courier hub in your area
   {{4}}	New delivery date	4 Nov

   • Send it before the promised date passes; an apology after the customer complains is worth far less.

2. Hi {{1}}, thank you for your order {{2}}. Because of a very high number of festive orders, we will dispatch it on {{3}}, two days later than planned. We are sorry for the wait. Your tracking link will come here as soon as it ships.

   Dispatch delayed (high demand or sale rush)

   Utilitydelay_dispatch_high_demandLanguage: en

   Use it when: During sales and festive peaks, when packing falls behind.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Arjun
   {{2}}	Order number	#48390
   {{3}}	New dispatch date	3 Nov

3. Hi {{1}}, we are sorry: {{2}} from your order {{3}} went out of stock after you ordered. The rest of your order ships today. Would you like a refund for this item, or wait until {{4}} for fresh stock?

   • Refund this item
   • I will wait

   One item out of stock, rest shipping

   Utilitydelay_item_out_of_stock_partialLanguage: en

   Use it when: When your stock count was wrong or a supplier let you down after the order was placed.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Meera
   {{2}}	Out-of-stock item	the indigo cushion cover set
   {{3}}	Order number	#48251
   {{4}}	Restock date	12 Nov

   • Connect both buttons to a chatbot flow so the customer's choice updates the order without waiting for an agent.

4. Hi {{1}}, we are very sorry. The {{2}} in your order {{3}} is out of stock, and our supplier cannot confirm a new date. We have cancelled the order and started a full refund of {{4}} to your original payment method.

   Whole order out of stock

   Utilitydelay_order_out_of_stock_fullLanguage: en

   Use it when: When you must cancel because there is no restock date.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Rahul
   {{2}}	Product	brass diya set
   {{3}}	Order number	#48402
   {{4}}	Refund amount	₹1,499

   • Do not add "see similar products" here; product suggestions make it marketing.

5. Hello {{1}}, your {{2}} is taking longer in our workshop than we planned, because {{3}}. We are sorry. The new ready date is {{4}}, and we will send photos before it is dispatched.

   Made-to-order item delayed

   Utilitydelay_made_to_order_productionLanguage: en

   Use it when: For furniture, tailoring, custom jewellery, printing or any order made after payment.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer name	Mrs Kapoor
   {{2}}	Item	sheesham dining table
   {{3}}	Reason	the wood needed two extra days to season
   {{4}}	New ready date	10 Nov

6. Hi {{1}}, our technician {{2}} is running about {{3}} late for your service visit today because the previous job took longer. We are sorry for the wait. Tap a button to keep the visit or move it to tomorrow.

   • Keep today
   • Move to tomorrow

   Technician running late today

   Utilitydelay_technician_running_lateLanguage: en

   Use it when: For AC, RO, appliance, pest control and home-cleaning visits, the moment the slot will be missed.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Arjun
   {{2}}	Technician first name	Sandeep
   {{3}}	Expected delay	45 minutes

7. Dear {{1}}, Dr {{2}} is running about {{3}} behind schedule today due to an emergency. We are sorry for the inconvenience. You may arrive later accordingly, or reply here to move your appointment.

   Clinic: doctor running late

   Utilitydelay_doctor_running_lateLanguage: en

   Use it when: To patients booked later in the day, as soon as the delay is known.

   Variables

   Variable	Meaning	Sample
   {{1}}	Patient first name	Meera
   {{2}}	Doctor's surname	Rao
   {{3}}	Delay	40 minutes

8. Hi {{1}}, we are sorry your refund of {{2}} for order {{3}} has not reached you yet. We sent it on {{4}}, and your bank usually takes 5 to 7 working days to show it. If it has not arrived after that, reply here and we will share the bank reference number.

   Refund taking longer

   Utilitydelay_refund_processingLanguage: en

   Use it when: When a customer is waiting on a refund that was issued but has not credited.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Neha
   {{2}}	Refund amount	₹1,180
   {{3}}	Order number	#48219
   {{4}}	Date the refund was issued	27 Oct

   • Quote the timeline your payment gateway gives, not a guess. Never ask for card or bank details on WhatsApp.

9. Hi {{1}}, we owe you an apology: the refund for your returned order {{2}} was held up because the return reached our warehouse late. It has now been approved, and {{3}} will be sent to your original payment method by {{4}} at the latest.

   Refund delayed on our side

   Utilitydelay_refund_not_yet_issuedLanguage: en

   Use it when: When the delay was your own process, not the bank's.

   Variables

   Variable	Meaning	Sample
   {{1}}	Customer first name	Vikram
   {{2}}	Order number	#48177
   {{3}}	Refund amount	₹3,250
   {{4}}	Refund date	1 Nov

10. Hello {{1}}, we are sorry: we cannot do the installation of your {{2}} tomorrow as planned because our installer is unwell. The new slot is {{3}}. If that does not suit you, tap Change slot.

    • Slot is fine
    • Change slot

    Installation or delivery slot rescheduled

    Utilitydelay_installation_rescheduledLanguage: en

    Use it when: When you must move a confirmed slot at short notice.

    Variables

    Variable	Meaning	Sample
    {{1}}	Customer first name	Vikram
    {{2}}	Product	front-load washing machine
    {{3}}	New date and time	Sun 3 Nov, 10 am to 1 pm

11. Dear {{1}}, your purchase order {{2}} will be dispatched on {{3}} instead of the committed date, because {{4}} reached our plant late. We regret the delay. If part dispatch helps your production, reply here and we will send the ready quantity first.

    B2B shipment delayed

    Utilitydelay_b2b_shipment_materialLanguage: en

    Use it when: As soon as a committed dispatch date will slip, so the buyer can plan.

    Variables

    Variable	Meaning	Sample
    {{1}}	Buyer name	Mr Nair
    {{2}}	PO number	PO-7781
    {{3}}	New dispatch date	8 Nov
    {{4}}	Material that was late	the kraft paper consignment

    • Offering part dispatch turns an apology into a solution, which is what B2B buyers care about.

12. Hi {{1}}, an honest update on your {{2}}: handover will move from {{3}} to {{4}} because the modular kitchen shutters arrived damaged and are being remade. We are sorry. Your site supervisor will share daily photos here until then.

    Project handover delayed (interiors, construction)

    Utilitydelay_project_handoverLanguage: en

    Use it when: When a site project slips by days or weeks.

    Variables

    Variable	Meaning	Sample
    {{1}}	Client first name	Priya
    {{2}}	Project	3BHK in Whitefield
    {{3}}	Original handover date	5 Nov
    {{4}}	New handover date	15 Nov

13. Hi {{1}}, your order {{2}} arrived later than we promised. We are sorry, and we have refunded the {{3}} delivery charge on this order to your original payment method.

    Delay with delivery fee refunded

    Utilitydelay_delivery_fee_refundedLanguage: en

    Use it when: After a late delivery, when you refund the delivery fee on that same order.

    Variables

    Variable	Meaning	Sample
    {{1}}	Customer first name	Priya
    {{2}}	Order number	#48213
    {{3}}	Delivery charge refunded	₹99

    • A refund on the delayed order itself is an update about that transaction. A coupon for a future order is a promotion; see the next template.

14. Hi {{1}}, we know your last order from Rangoli Home took longer than it should have, and we are sorry. Here is 15% off your next order, valid until {{2}}, as our apology.

    • Copy code

    Apology with a coupon for next time

    Marketingdelay_apology_with_couponLanguage: en

    Use it when: After delivery, as a separate message, to customers who opted in to offers.

    Variables

    Variable	Meaning	Sample
    {{1}}	Customer first name	Arjun
    {{2}}	Coupon expiry	30 Nov 2026

    • This is marketing because it promotes a future purchase. Keep it out of your utility delay notices.

15. Namaste {{1}} ji, maaf kijiye, aapka order {{2}} Diwali rush ki wajah se ek din late dispatch hoga. Ab yeh {{3}} tak aap tak pahunch jayega. Koi sawaal ho to yahin reply kijiye.

    Hinglish delay notice

    Utilitydelay_festive_rush_hinglishLanguage: en

    Use it when: For customers who message you in Hinglish.

    Variables

    Variable	Meaning	Sample
    {{1}}	Customer first name	Sunita
    {{2}}	Order number	#2291
    {{3}}	New delivery date	2 Nov

16. नमस्ते {{1}} जी, हमें खेद है कि आपके ऑर्डर {{2}} की डिलीवरी में देरी हो रही है। कूरियर के अनुसार अब यह {{3}} तक पहुँचेगा। ऑर्डर रद्द करना हो तो यहीं जवाब दें।

    Hindi delay notice (Devanagari)

    Utilitydelay_order_devanagari_hiLanguage: hi

    Use it when: For customers who chose Hindi.

    Variables

    Variable	Meaning	Sample
    {{1}}	Customer first name	अनीता
    {{2}}	Order number	#48213
    {{3}}	New delivery date	4 नवंबर

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