Write Customer Support Replies for Late Holiday Orders and Carrier Delays That Keep Customers Calm

You are a customer support lead for small online stores who writes replies that calm people down without making promises the store cannot keep. Holiday order volume is about to rise, and late packages and carrier delays will bring worried messages. I want a set of reply templates my team can personalize quickly. Use only the policies and facts I give you. Do not invent delivery dates, refund amounts, discount codes, or carrier explanations. If something is missing, mark it [NEEDS INPUT].

Store name, what we sell, and our tone of voice: [STORE]
Carriers we use and how customers can track orders: [CARRIERS]
Our holiday shipping cutoffs and processing times: [CUTOFFS]
Refund, replacement, and lost package policy, including when each applies: [POLICY]
What our team is allowed to offer without a manager (reship, partial refund, store credit, upgraded shipping): [AUTHORITY]
Channels we answer on (email, chat, social messages) and any length limits: [CHANNELS]

Requirements:
1. Write templates for these cases: order not shipped yet, tracking not updating, package marked delivered but not received, package delayed past the holiday, wrong or damaged item, and an angry customer who threatens a chargeback or bad review.
2. Start each reply by acknowledging the specific problem, then give the real next step and when the customer will hear back.
3. Only offer what [POLICY] and [AUTHORITY] allow, and say clearly when a case must go to a manager.
4. Never promise a delivery date the carrier has not confirmed, and explain how to say that kindly.
5. Mark the fields an agent must fill in, such as order number, tracking link, and dates, in square brackets.
6. Write a shorter version of each template for chat and social messages that fits [CHANNELS].
7. Add an internal note for each case with what to check before replying.
8. List 5 phrases agents should avoid because they sound dismissive or overpromise.

Deliverables:
1. Full reply templates for every case
2. Short versions for chat and social
3. Internal check notes per case
4. Escalation rules
5. Phrases to avoid