Shipping Delay Templates: How to Communicate Clearly (and Keep Client Trust)

With new trade barriers, rerouted vessels, customs holds, and tighter documentation checks — clients aren’t just expecting delays. They’re expecting answers. That means freight forwarders and logistics teams need to move beyond generic “in transit” updates and start delivering real communication that reassures, informs, and guides.

Below, you’ll find practical templates for communicating delays in a way that strengthens relationships instead of damaging them — whether the issue is a customs review, a rerouting caused by tariffs, or a documentation problem. Use them as-is or customize them to match your tone and client expectations.

When and How to Notify Clients About Delays

Timing matters just as much as tone. Delayed communication (even by a few hours) can lead to unnecessary confusion, extra emails, and in some cases, lost trust or chargebacks. Here’s a quick framework you can use to manage delay notifications with confidence:

Notify Early: As soon as a delay is confirmed (not speculated), inform the client. Don’t wait for them to ask.
Explain Clearly: Avoid vague language like “operational issue.” Be direct, without being overwhelming.
Offer Next Steps: Share the updated ETA, alternative options (if applicable), or what you’re doing to mitigate the impact.
Keep It Human: Don’t over-automate or sound robotic. Use names, direct contact, and sign-offs to personalize your update.

Proactive updates are also easier to manage when supported by the right tools. If your team is manually tracking and updating statuses, consider automation for daily reports and alerts — this not only saves time, but ensures no client is left wondering.

Delay Notification Templates by Scenario

Here are ready-to-use email/message templates for common delay scenarios. You can send them via email, SMS, or directly through your customer portal.

1. Customs Hold – Documentation Issue

Hi [Client Name],

We’re reaching out to inform you that shipment [Tracking Number / B/L] is currently under review at [Port Name] due to a documentation issue. This is related to updated HS classification rules introduced on April 2.

We’ve submitted corrected documents and are coordinating with customs for expedited clearance. We’ll keep you posted on the revised ETA and will notify you immediately if there are any changes.

Thanks for your patience as we navigate these new compliance requirements.

2. Rerouting Due to Tariffs or Port Congestion

Hi [Client Name],

Due to congestion at [Original Port] and updated import tariff measures, your shipment has been rerouted to [New Port]. The adjusted arrival date is [New ETA].

We’re coordinating the inland delivery to minimize impact and will continue to keep you informed as the shipment progresses.

Please don’t hesitate to reach out if you need further clarification or support.

3. ETA Change — General Delay

Hi [Client Name],

We wanted to inform you of a delay affecting your shipment [B/L or PO Number]. The estimated time of arrival has shifted from [Original ETA] to [Updated ETA] due to [brief reason — e.g., port congestion, carrier schedule changes].

We are monitoring the situation closely and will provide another update if anything changes.

Thank you for your understanding.

4. Documentation Rejection (ICS2 / ENS Filing Issue)

Hi [Client Name],

Your shipment [Tracking #] has encountered a documentation issue related to new ICS2 filing requirements in the EU. Specifically, a mismatch in consignee data and HS codes has triggered a customs hold.

We are currently re-submitting corrected declarations and expect the cargo to be released within [X] working days. We’ll provide updates as the situation evolves.

Let us know if you’d like to review the updated ENS submission.

5. Delay Due to Blank Sailing

Hi [Client Name],

We’ve been informed that the carrier has canceled the originally scheduled vessel [Vessel Name], and your booking has been rolled to the next available sailing.

The new estimated departure is [Date], with arrival expected [New ETA]. We’re monitoring the schedule and will notify you if anything changes again.

We understand the disruption this may cause and are here to assist with planning and alternatives.

6. Client Proactive Reassurance – No Delay Yet, But Risk Identified

Hi [Client Name],

We’re proactively reaching out regarding your upcoming shipment [Booking #] to let you know we’re monitoring potential delays due to [e.g. congestion, ICS2 enforcement, tariff inspection backlog].

At the moment, everything is moving as planned. But should any disruption occur, we’ll provide a real-time update and mitigation steps.

We’ll keep you posted.

Tools to Simplify and Automate Delay Communication

If you’re sending more client updates than usual this month, it may be time to automate the process. TRADLINX offers two tools designed to help:

Automated Daily Reports: Keep clients updated without manual outreach — shipment statuses, delays, and changes sent directly to inboxes.
Website-Embedded Tracking: Let customers check real-time shipment status directly from your website — reducing support load and improving transparency.

These features help your team stay proactive and reduce communication fatigue — while giving customers the visibility they now expect.

For a limited time, you can try these tools with free trial with 400 tracking credits (10 shipments or 20 vessels live tracking worth) no card required, or request a free consultation to explore these tools with a TRADLINX visibility expert.

More Resources for LSP Communication

One response to “Shipping Delay Templates: How to Communicate Clearly (and Keep Client Trust)”

SRIMAL PERERA

April 19, 2025 at 1:25 pm

This is very essential and valuable guidance for us to communicate with clients in a professional way, many thanks and appreciated. this is simply, but strongly educated us.