I kept seeing sellers unsure what to do when tracking says delivered but the customer says they never got it, and that the guide grew from that problem.
I’ve noticed how often online sellers run into situations where a customer says their package was delivered but they never received it, an order is delayed or damaged, or they suddenly want a refund or cancellation.
The hard part isn’t always writing a polite response. Sometimes it’s figuring out what you should actually check or do before responding.
I created The Seller SOS Guide around that problem.
It covers six common situations:
• Delivered but not received
• Shipping delays
• Damaged items
• Returns and refunds
• Wrong shipping addresses
• Cancellation requests
Each section follows the same process:
Check It → Identify It → Fix It → Respond
It walks through what to check first, what information you may need from the customer, possible next steps to consider, and includes an adaptable customer response template.
It isn’t Shopify-specific and it doesn’t replace your store policies, carrier requirements, or marketplace rules. It’s meant to be a practical reference for those moments when you get a customer message and think, “Okay, what do I do with this?”
The guide is $9 and available here: