Express courier. Direct.
Also overnight.
x25pronto Switzerland takes goods direct to the destination. Small loads go by car. Larger loads go by van or Van XL. Direct, express and overnight trips run Monday to Sunday when a slot is free. Free times are shown in the booking calendar. This keeps the plan clear.
Templates for refunds and replacement deliveries after delays
Ready-to-use email and SMS templates for handling delivery delays. Options include partial/full refunds, replacement deliveries, vouchers and clear next steps.
Quick answer
Use concise, professional templates to communicate after a delivery delay. These templates cover compensation, partial and full refunds, and replacement deliveries. State the solution, next steps, and contact options. This protects customer relationships and streamlines handling for companies across Zurich, Basel and Geneva.
When to use each template
Choose the template based on the delay: a short delay (hours) usually needs an SMS with a new ETA. Major delays or lost shipments require an email offering replacement or refund. For partial deliveries, offer partial refund or reship of missing items. Record the choice for finance and support teams.
Rules for clear, neutral wording
Keep messages short and polite. Avoid technical blame. Present clear options: replacement, partial/full refund, voucher, or reship. State processing times (e.g. 5 business days). Do not promise legal claims like damages. Provide a direct contact and the shipment reference number.
Email template: Offer replacement delivery
Subject: Replacement delivery for order [Order number] Dear [Name], We apologise that delivery of order [Order number] was delayed. We can arrange a replacement delivery at no cost. Please confirm whether we should send to the same address or to a different address: [link or contact]. Once you confirm, we will schedule the pick-up/shipment and send an update with the new ETA. Kind regards, [Your company] Customer Service | [Email] | [Phone]
Email template: Offer refund
Subject: Refund for order [Order number] Dear [Name], We apologise for the delay with your order [Order number]. If you prefer not to receive a replacement, we offer a refund of [amount]. Refunds are processed to the original payment method within [timeframe, e.g. 5–10 business days]. Please confirm your preference or contact us for alternatives. Kind regards, [Your company] Customer Service | [Email] | [Phone]
SMS templates for fast updates
Short delay (ETA update): “Your delivery [Order number] is delayed. New ETA: [date/time]. Questions: [phone].” Replacement offer: “Order [Order number] did not arrive. Replacement available. Confirm: [link/shortcut].” Refund confirmation: “Your refund for [Order number] is being processed. Expect credit in [timeframe].”
Process notes for your team
Log every customer contact and chosen resolution in your CRM. Note processing times and responsible persons. For replacement deliveries, check stock and route and consider same-day courier options in Zurich, Bern or Lausanne. Coordinate refunds with accounting so payments are allocated correctly.
Frequently asked questions
Can I state specific compensation amounts in templates?
Yes. Present amounts as an offer and keep internal approval limits. Avoid promising additional legal damages.
How to present multiple options to customers?
List concise options with a clear action for each. Example: ‘1) Replacement (free) – confirm here [link]; 2) Refund – confirm here; 3) Voucher – contact us.’
What refund timeframe should I promise?
Give realistic timeframes such as 5–10 business days and align them with your accounting and payment provider.
How to handle repeated delays for the same customer?
Apologise personally, offer stronger compensation, and investigate root causes. Record actions in the customer file.