Delivery Delay Apology Kit

Turn a specific late-shipment situation into a mode-aware customer communication set — the proactive notification that goes out *before* the customer asks, the reply to the inbound "where is my order" inquiry, the carrier-facing callback script that confirms the new ETA, and the internal note that tells ops what was promised. Written to be factual and human-reviewable so the company does not fall into the "premature AI" trust hole that 2026 customer-experience coverage flags.