在跨境电商、海外代购或国际业务往来中，物流（shipping）是关键一环。然而，包裹延迟、丢失、清关受阻等问题时常发生，如何用专业、礼貌的英文邮件与客户或物流方沟通，直接影响客户满意度和品牌形象。
本文精心整理了7个高频场景下的英文 shipping 邮件模板，涵盖发货通知、延迟说明、包裹丢失、清关问题等常见情况，每封邮件均附带精准中文翻译、重点词汇解析和使用点评，帮助你提升英文商务沟通能力，从容应对物流挑战。
无论你是电商卖家、外贸从业者，还是需要处理国际邮寄的个人，这些模板都能即拿即用，高效解决问题。
1. 发货通知邮件
Dear [Customer's Name],
We are pleased to inform you that your order #[Order Number] has been successfully shipped.
Shipping Method: [e.g., DHL Express]
Tracking Number: [Tracking Number]
Estimated Delivery Date: [Date]
You can track your package in real-time using the following link: [Tracking Link]
Thank you for choosing our service. If you have any questions, feel free to contact us.
Best regards,
[Your Name]
[Your Position]
尊敬的[客户姓名]：
我们很高兴通知您，您的订单 #[订单号] 已成功发货。
运输方式：[例如：DHL快递]
追踪号码：[追踪号码]
预计送达日期：[日期]
您可通过以下链接实时追踪包裹：[追踪链接]
感谢您选择我们的服务。如有任何问题，欢迎随时联系我们。
此致敬礼，
[您的姓名]
[您的职位]
✍️点评与重点：
• “We are pleased to inform you” 是正式且友好的通知开头，适合客户沟通。
• 包含关键信息：订单号、物流方式、追踪号、预计送达时间，信息完整。
• 提供追踪链接提升客户体验，体现专业服务。
• 重点词汇：successfully shipped, tracking number, estimated delivery date。
2. 物流延迟通知
Dear [Customer's Name],
We would like to inform you that your order #[Order Number], originally expected to arrive by [Original Date], may experience a slight delay due to unforeseen circumstances (e.g., weather conditions, customs inspection).
The new estimated delivery date is [New Date]. We sincerely apologize for any inconvenience this may cause.
Your tracking number is [Tracking Number], and you can monitor the status here: [Tracking Link]
We appreciate your patience and understanding.
Best regards,
[Your Name]
[Your Position]
尊敬的[客户姓名]：
我们想通知您，您的订单 #[订单号] 原定于[原定日期]送达，但由于不可预见的情况（如天气原因、海关检查），可能会出现轻微延迟。
新的预计送达日期为[新日期]。对此给您带来的不便，我们深表歉意。
您的追踪号码是[追踪号码]，您可在此处查看物流状态：[追踪链接]
感谢您的耐心与理解。
此致敬礼，
[您的姓名]
[您的职位]
✍️点评与重点：
• 使用 “unforeseen circumstances” 委婉说明延迟原因，避免推卸责任。
• 明确新预计时间，并表达歉意，体现责任感。
• “We appreciate your patience and understanding” 是缓和情绪的常用表达。
• 重点词汇：slight delay, unforeseen circumstances, estimated delivery date。
3. 包裹丢失报告
Dear [Shipping Company Name] Support Team,
I am writing to report that my package, Order #[Order Number], has not been delivered and appears to be missing.
Shipment Details:
Tracking Number: [Tracking Number]
Shipping Date: [Date]
Expected Delivery: [Date]
The tracking information shows no updates for the past [Number] days, and there is no delivery confirmation. I would appreciate your assistance in locating the package or providing further information.
Thank you for your prompt attention to this matter.
Sincerely,
[Your Name]
[Contact Information]
尊敬的[物流公司名称]客服团队：
我写此邮件是想报告我的包裹（订单 #[订单号]）尚未送达，似乎已丢失。
物流详情：
追踪号码：[追踪号码]
发货日期：[日期]
预计送达：[日期]
追踪信息已连续[天数]天无更新，且无签收确认。恳请贵方协助查找包裹或提供进一步信息。
感谢您对此事的及时关注。
此致，
[您的姓名]
[联系方式]
✍️点评与重点：
• 此邮件用于客户向物流公司查询丢失包裹，语气正式且清晰。
• 提供完整物流信息，便于对方快速处理。
• “appears to be missing” 比直接说“you lost my package”更礼貌。
• 重点词汇：missing package, tracking information, delivery confirmation。
4. 物流公司回复：包裹正在调查中
Dear [Customer's Name],
Thank you for your message regarding the status of your shipment (Tracking #: [Tracking Number]).
We have reviewed your case and confirm that the package has not been delivered as scheduled. Our team has initiated a formal investigation with the local delivery unit.
This process may take 5–10 business days. We will keep you updated and provide a resolution as soon as possible.
We apologize for the inconvenience and appreciate your patience.
Best regards,
[Representative Name]
Customer Service Team
尊敬的[客户姓名]：
感谢您就您的物流状态（追踪号：[追踪号码]）发送的信息。
我们已审核您的情况，确认该包裹未按计划送达。我们的团队已向当地派送单位启动正式调查。
此过程可能需要5至10个工作日。我们将持续向您更新进展，并尽快提供解决方案。
对此造成的不便我们深表歉意，并感谢您的耐心等待。
此致敬礼，
[代表姓名]
客服团队
✍️点评与重点：
• “initiated a formal investigation” 是专业术语，体现处理流程的规范性。
• 明确调查周期，管理客户预期。
• 语气诚恳，表达歉意与跟进承诺。
• 重点词汇：formal investigation, resolution, business days。
5. 清关问题通知
Dear [Customer's Name],
Your package (Tracking #: [Tracking Number]) is currently held at customs due to incomplete documentation or duty payment requirements.
To release the shipment, you may need to:
– Provide additional identification
– Pay applicable import fees
– Submit a commercial invoice
Please check your email or the carrier’s website for further instructions. Failure to act may result in return or disposal of the package.
Contact us if you need assistance.
Best regards,
[Your Name]
[Company Team]
尊敬的[客户姓名]：
您的包裹（追踪号：[追踪号码]）因文件不全或需缴纳关税，目前被海关扣留。
为释放包裹，您可能需要：
– 提供额外的身份证明
– 支付相应的进口费用
– 提交商业发票
请查看您的邮箱或物流官网获取进一步指示。如未及时处理，包裹可能被退回或销毁。
如需帮助，请联系我们。
此致敬礼，
[您的姓名]
[公司团队]
✍️点评与重点：
• “held at customs” 是常见表达，准确描述清关状态。
• 使用项目符号（–）清晰列出所需操作，提升可读性。
• 警告后果（return or disposal）增强客户重视程度。
• 重点词汇：customs clearance, import fees, commercial invoice。
6. 包裹已签收但客户未收到
Dear [Shipping Company Name],
I am writing to report that my package (Tracking #: [Tracking Number]) is marked as 'Delivered' in the system, but I have not received it.
Delivery Address: [Full Address]
Delivery Date: [Date]
Signature: [If available, e.g., 'Not available' or 'Left at door']
I suspect it may have been delivered to the wrong address or misplaced. I would appreciate your help in investigating this issue.
Looking forward to your prompt response.
Sincerely,
[Your Name]
[Phone Number]
尊敬的[物流公司名称]：
我写此邮件报告我的包裹（追踪号：[追踪号码]）系统显示“已签收”，但我并未收到。
送达地址：[完整地址]
送达日期：[日期]
签收信息：[如“无签名”或“放在门口”]
我怀疑包裹可能被送错地址或遗失。恳请贵方协助调查此事。
期待您的尽快回复。
此致，
[您的姓名]
[电话号码]
✍️点评与重点：
• 明确指出“marked as delivered”但“not received”，是常见纠纷场景。
• 提供签收细节，帮助物流公司判断是否为误投或丢失。
• 语气礼貌但坚定，表达合理诉求。
• 重点词汇：marked as delivered, misplaced, investigating。
7. 补发包裹确认邮件
Dear [Customer's Name],
We sincerely apologize for the issue with your original order. As a resolution, we have shipped a replacement package for your order #[Original Order Number].
Replacement Tracking Number: [New Tracking Number]
Shipping Method: [e.g., Express Shipping]
Estimated Delivery: [Date]
You can track the package here: [Tracking Link]
Thank you for your understanding. We value your trust and hope to serve you better in the future.
Warm regards,
[Your Name]
Customer Support Team
尊敬的[客户姓名]：
我们对您原订单的问题深表歉意。作为解决方案，我们已为您原订单 #[原订单号] 发出替换包裹。
替换包裹追踪号：[新追踪号]
运输方式：[例如：快递]
预计送达：[日期]
您可在此处追踪包裹：[追踪链接]
感谢您的理解。我们珍视您的信任，并期待未来为您提供更好的服务。
此致问候，
[您的姓名]
客服支持团队
✍️点评与重点：
• “As a resolution” 表明这是问题解决的一部分，体现责任感。
• 明确标注“Replacement”避免混淆。
• 使用 “We value your trust” 增强客户情感连接。
• 重点词汇：replacement, resolution, customer support。
结语：掌握物流英语，沟通更高效
以上7个英文 shipping 邮件模板覆盖了从正常发货到异常处理的典型场景，语言简洁专业，结构清晰，适合直接套用或根据实际情况微调。通过学习这些模板，不仅能提升你的商务英语写作能力，还能在面对物流问题时快速响应，维护客户关系。
建议收藏本文，在实际工作中灵活运用，并注意根据具体语境调整称呼和细节信息。英语沟通，贵在准确与得体——掌握这些模板，让你的国际物流沟通更从容、更专业。
👉 关注 水滴英语作文网，掌握国际职场秒懂的商务英语，让邮件成为你的升职加速器！
