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# How to Communicate Pre-Order Updates (Shipping, Payment, and More) Using the Shipping Delay Email Tool

When you're managing pre-orders, communication matters just as much as fulfillment. Customers are often excited, but also uncertain, especially when waiting weeks or months for a product. Your job is to keep that excitement high and that uncertainty low.

The Shipping Delay Email Tool isn’t limited to announcing delays, it can be used to send any important milestone, update, or instruction related to a customer’s pre-order. This transforms the feature into a proactive communication channel that builds trust, sets expectations, and reduces support inquiries and refund requests.

By using this tool to share timely updates, whether regarding shipping, payment schedules, pickup logistics, or production status, merchants can deliver a more transparent and reassuring customer experience.

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# __Understanding the Shipping Delay Email Tool__

The Shipping Delay Email Tool allows you to quickly notify pre-order customers when something changes or requires their attention. 

You can edit this email directly in the app under:
**App Dashboard → Notifications → Shipping Delay Email**

![](https://storage.crisp.chat/users/helpdesk/website/-/c/9/b/3/c9b393c2e2547800/image_bcwz7m.png)
Inside the editor, you can:
* Modify the subject line
* Adjust or rewrite the message body
* Add additional context, links, or next steps
* Personalize the tone of communication

However, **certain dynamic variables should not be removed**, such as:

![](https://storage.crisp.chat/users/helpdesk/website/-/c/9/b/3/c9b393c2e2547800/image_nd82pk.png)
| This variable ensure the email automatically applies the correct information to each customer. Feel free to write around these placeholders, just don’t delete or rewrite the variable tags themselves.

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# __Common Scenarios Where This Tool Helps__

Below are the most frequent and valuable situations where merchants use the Shipping Delay Email Tool, not only for delays but for strategic communication.

### ${color}[#007bff](A. Shipping Updates)

Customers expect clarity around delivery timelines. Even if the date remains the same, confirming the timeline helps reduce anxiety and prevents follow-up emails like “Just checking in, any update?”
Use this for:
* Confirming production started
* Confirming estimated ship week/month
* Sharing revised shipping dates
* Communicating logistic issues early


### ${color}[#007bff](B. Payment Updates)

If you're running a pre-order that involves deposits, partial payments, or upcoming charges, clear communication prevents failed payments, disputes, declined cards, and confusion.
Use this for:
* Scheduled payment reminders
* Final payment notifications
* Payment method issues
* Failed charge alerts

This ensures customers remain informed and prepared, reducing payment-related cancellations.


### ${color}[#007bff](C. Other Important Pre-Order Updates)

Beyond shipping and payments, merchants often need to communicate scenario-specific instructions or milestones. The tool is flexible enough to support these cases.

#### Special Instructions for Pickup or Delivery
When pre-orders are collected in person or involve unique delivery requirements (e.g., oversized items, secure drop-offs, third-party logistics), providing instructions early prevents confusion and protects the customer experience.

Use this for:
* Pickup schedules or changes
* Location changes
* ID or documentation requirements
* Handling or installation instructions

This avoids last-minute surprises, keeping both sides aligned and ready.

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# How to Send the Email

Sending the Shipping Delay Email follows a straightforward process:

1. Open your app dashboard
2. Go to **Notifications**
3. Select **Shipping Delay Email**
4. Edit your message to reflect the update you want to send
5. Review the subject line and content
6. Go to Orders and select the order and click Send Shipping Delay Email
![](https://storage.crisp.chat/users/helpdesk/website/-/c/9/b/3/c9b393c2e2547800/screenshot-2025-12-11-at-15909_1vt4mw1.png)


| Tip: Test the email by sending it to yourself first, check formatting, clarity, and variables. A clean, confident message encourages customer loyalty.