Utility template
Delivery attempt failed
Meta category: Utility
Utility templates confirm or update something the person already asked for: an order, a booking, an appointment, or a payment they owe on an existing invoice. A discount, a new product, or a 'while you are here' line moves the template into marketing.
The courier tried and failed. The customer needs the reason and the next step. That is utility.
Template body
Hi {{1}}, we could not deliver order {{2}} today. Reason: {{3}}. Next attempt: {{4}}. Reschedule if that day does not work.Sample values
Submit these as the examples Meta reviews. Replace them with your own customer data only at send time.
| Variable | Sample |
|---|---|
| {{1}} | Asha |
| {{2}} | HL-10442 |
| {{3}} | door was locked |
| {{4}} | 15 Oct 2026 |
Buttons
Reschedule delivery
Website link
https://houseofloom.example/delivery/{{1}}
Sample: https://houseofloom.example/delivery/HL-10442
Call support
Phone
+912612345678
When to use it
Map the courier's failure code into a short human reason in {{3}}: door locked, customer unreachable, address incomplete. Do not paste the courier's internal code.
If you cannot offer a chosen date, change the button to 'Confirm your address' instead of promising a reschedule you do not support.
Tips for getting it approved
- The reason sample should be a phrase a customer understands.
- A phone button is fine. A link to a sale is not.
- Do not threaten RTO charges in the template. Policy belongs on the order page.
Frequently asked questions
Should I send this for every failed scan?
Send it once per attempt. Some couriers emit several scans for one failure. Deduplicate or the customer gets three identical messages.
Can {{3}} be blank?
No. If you do not know the reason, use a different sentence, such as 'the courier could not complete the attempt', with no variable.