Reply: Promised Update With No News Yet

Purpose: keep a promise to update the customer, even when there is nothing new to report.

Use it when: you (or a teammate) promised an update by a time, and the answer from the carrier, warehouse, product team or client has not arrived.

Goal: the customer feels looked after, and knows the next update time.

Version: v1.0

Before you send

Checked one more time for news (carrier, internal team, client)
Chased the internal team or vendor before writing to the customer
A new, realistic update time set
Sending before the promised time passes

The flow

1. Personal line and honest status

You: Hi (CUSTOMER FIRST NAME), As promised, here's an update on (ISSUE). I don't have a final answer yet from (TEAM OR CARRIER), and I didn't want you to wonder whether we'd forgotten.

Why it works: honesty plus reliability. Customers value being kept informed more than they mind waiting.

2. What you did today

You: I followed up with them again this morning, and they've told me (ANY DETAIL, for example "the claim is being reviewed by their investigations team").

3. Next update time

You: I'll update you again by (TIME AND ZONE), sooner if I hear anything. Best, (YOUR NAME)

If this is the second or third "no news" update

Add a concrete step forward, not just another wait:

You: This has taken longer than it should. I've escalated it to (SENIOR TEAM OR CLIENT), and if (CARRIER) hasn't replied by (DATE), we'll (RESEND / REFUND) under our policy so you're not left waiting any longer.

Check the matrix before committing to the step.

If the news arrives while you are writing

Throw away the draft. Send the real answer using the right reply for the outcome.

Objections and tricky replies

Customer says	You reply
"So nothing's happening?"	"It's moving, just slower than I'd like. Here's what's happened so far: (STEPS). Next update by (TIME AND ZONE)."
"Stop updating me and just fix it."	"Understood. I'll only contact you when I have the answer, and no later than (DATE)." Note their preference.
"I want it resolved today."	If the matrix allows an immediate resolution (resend or refund), offer it. If not, escalate with the customer's request noted.

After you send

Internal note:

Update sent (TIME AND ZONE), no news from (TEAM). Chased (TEAM) (TIME). Next update promised by (TIME AND ZONE).

Status: On-hold. Reminder set for the new time.

Never do this: never let a promised update time pass in silence. "I'll update you Thursday" means Thursday, with or without news. A missed promise turns a patient customer into an angry one.