Explaining supplier delays without shifting responsibility

Tell the customer what the delay means for their order, what the store is doing and when they will hear from the store again. Naming the supplier alone does not answer the buyer’s question about delivery or a solution.

Check the state before sending an update

Establish the last confirmed event. Was the order accepted by the supplier? Has the item been packed, handed to a carrier or only assigned a tracking number? Compare that event with the delivery information shown when the customer paid.

Ask the supplier for a revised dispatch date and its basis. If the supplier cannot give a dependable date, do not create one for the customer.

Check whether the delay affects one line item or the whole order. If separate parcels are involved, name the affected item clearly in the update. Avoid describing a parcel as “on its way” when there is only a label or an unconfirmed dispatch message.

Write the update around the buyer’s decision

State the confirmed change first. Then explain what is being checked, the next update time and any choice the store can actually honour. For example: “Your lamp has not been dispatched. We are confirming a new dispatch date and will update you on Thursday. If that timing no longer works for you, reply so we can discuss the available options.”

Do not promise a replacement from another supplier until the exact item and stock are confirmed. Do not promise a new arrival date from a supplier’s dispatch estimate alone. Where a delay continues, send an update at the agreed time even if the supplier has not confirmed a date. Give a clear next step rather than repeating an apology.

The ACCC says it educates consumers and businesses about their rights and responsibilities under consumer law, accepts reports, and does not resolve individual disputes about delayed supply. Keep the customer conversation focused on the order’s confirmed status, the next update and options the store can offer.

Make the internal follow-up real

Assign someone to obtain the supplier answer and record the follow-up time. If the supplier misses it, assess whether the store can still meet the customer’s original expectation. Have someone with authority decide what options to offer. Keep any dispute over supplier charges separate from the customer conversation.

Once the new position is known, update the customer and the order record. If the delay makes a product’s advertised timing unrealistic, revise the information shown to future buyers while the issue continues.