Lost package reply example
A lost package reply should avoid sounding careless when tracking says delivered but the customer cannot find the package. The best version acknowledges the concern, explains the carrier check, and gives a next update time without promising a replacement or refund too early.
Tracking says delivered, so check around. If you still cannot find it, maybe we can contact the carrier.
We are sorry the package has not arrived as expected. The current tracking status shows delivered, so we are checking the delivery details with the carrier. Please also check any safe drop-off area, building office, or household member if available. We will send the next update by tomorrow, including any available replacement or refund review path.
Why this works
- It acknowledges the missing package without arguing with the customer.
- It names the carrier investigation instead of leaving the next step vague.
- It asks for reasonable delivery checks without blaming the customer.
- It keeps replacement and refund as review paths until the shipping status is confirmed.
Safer wording pattern
Use the lost package pattern when tracking says delivered but not received, a package is missing after a delivery exception, or the carrier has stopped updating the shipment. If the customer asks for an immediate refund, separate the carrier investigation from refund review and give a clear next update deadline.
Useful line
We will confirm the next step by [timeframe], including any available carrier update, replacement review, or refund review path.
Line to avoid
Tracking says delivered, so there is nothing we can do.
Use the shipping delay response generator when a missing package message needs a careful carrier update and a clear review boundary.