Covid-19 email templates: Moteefe’s guide to communicating with your buyers

Dec 16, 2020 | Blog, English, Features, Products, Products & Features, Tips

COVID-19 email templates: facecover blog header

Breaking bad news about order delays to your buyers can be difficult, which is why we’ve provided you with some tips and Covid-19 email templates to help make it a little easier.

Businesses all around the world are being affected by the Covid-19 pandemic—Moteefe included.  Local lockdowns, national restrictions and precautionary measures have greatly affected our carrier partners.  In the face of these challenges, postal services everywhere are struggling to keep up with a huge increase in demand as the world turns to online shopping.  Unfortunately, this has resulted in delivery delays for some of our orders.

Explain the situation

With the world facing the pandemic together, everyone has been adversely affected in one way or another. 

In an email to your buyers, explain that the pandemic has affected postal services and delivery times are outside of your control.  Be transparent regarding the current situation and hope that your buyers are understanding.

Be proactive

Although postal delays are outside of your control, you can control your communication with your buyers.  Be on top of any questions and concerns that may come your way.  Nobody likes to be kept in the dark.  If available, be sure to provide your buyers with tracking links so they can follow the status of their packages.

Social media

Consider changing the default messaging on your store’s Facebook page to let your customers know that deliveries may be delayed.  It’s also a good idea to use this messaging to point your buyers towards Moteefe’s customer support.  Our agents are standing by to answer any queries they may have and our teams will be fully staffed over the Christmas period.  

Covid-19 email templates 

If you are unsure of what to say to your buyers, feel free to adapt the email templates below to your needs.

Covid-19 email template 1: delays during Covid-19

Dear [customer],

For the past several months, our business has been adjusting to the effects of the Covid-19 pandemic.  The current health crisis has led to more online shopping and restrictions on working and travelling, making it difficult for the delivery companies we partner with to keep up with demand.  

As a result, our delivery times have been affected.  We deeply apologize for any inconvenience that this may have caused.  We are actively trying to get your orders out as quickly as possibly.

If you have any questions or concerns, please see the [HELP OR FAQ PAGE] section of our website.  Thank you for your patience and understanding.

[Your store name]

Covid-19 email template 2: Your order is delayed but on its way

Dear [customer],

[Your store name] works with a delivery partner to ship our orders.  We’re constantly communicating with them for the latest updates to delivery times.  We are still open for orders and strive to have your products delivered in the fastest possible timeframe.  However, shipping may take longer than usual given the current health crisis.

Please rest assured that while its delivery may be delayed, your order will reach you as soon as possible.  We appreciate your patience and support.

Stay safe and take care of yourselves,

[Your store name]

Covid-19 email template 3: Thank you for your patience

Dear [customer],

The team at [your store name] wanted to take a moment to say thank you to everyone who has been showing support to our business during this challenging time as the entire world adapts to a new normal.

Shipping delays have been an unfortunate result of the measures that postal services have had to take to safeguard their employees.  I know this isn’t what you guys are used to, so I’m grateful for your patience as you continue coming back to our brand and enjoying our products.  We are in daily contact with our delivery partners and doing all we can to get your orders out to you in the shortest time possible.

Thanks again for your understanding, and, most importantly, stay safe.

[Your store name]

Mix and match sentences and sections that you find useful and do try to include some of your own brand voice and style.  We hope these templates are helpful when you’re communicating with your customers.  

Stay safe,

Team Moteefe