> ## Documentation Index
> Fetch the complete documentation index at: https://storekit.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Order Delay Notifications

> Notify storekit customers when their order is delayed beyond the expected time. Manage expectations, reduce complaints, and keep guests updated automatically.

Delay notifications let you inform customers when their order takes longer than expected. This helps manage expectations and reduces complaints.

## How Delay Notifications Work

When an order exceeds its expected prep time, you can notify the customer with an updated estimate. Notifications can be sent manually or configured to trigger automatically.

## Manual Delay Notifications

1. Open the order in your dashboard
2. Click the **delay notification** button on the order
3. The customer receives an updated ETA via email or SMS

Use manual notifications when individual orders are delayed due to specific circumstances.

## Configuring a Delay Buffer

Set a delay buffer so you're prompted to notify customers when orders exceed the expected time:

1. Go to **Store Settings** > **Operations**
2. Configure the delay buffer threshold
3. Click **Save**

When an order exceeds the prep time plus the buffer, the system flags it for attention.

## What Customers See

When a delay notification is sent, the customer receives:

* An acknowledgement that their order is delayed
* An updated estimated time of arrival
* Reassurance that the order is being prepared

## Tips

* **Notify early** — Let customers know as soon as you're aware of a delay
* **Be specific** — Provide an updated time rather than a vague "delayed" message
* **Monitor patterns** — Frequent delays may indicate prep time settings need adjusting

For configuring prep time and other operational settings, see [Operations Settings](/guides/store-settings/operations-settings).

For details on customer SMS and email notifications, see [Customer Order Notifications](/guides/notifications/customer-communication).

For managing live orders and their status, see [Managing Live Orders](/guides/orders/managing-live-orders).