Lost package reply template
Use this template when tracking says delivered but the customer says the package was not received, the shipment is missing, or the carrier investigation has not finished. The reply should acknowledge the concern, explain the exact check in progress, and avoid promising a refund or replacement before the carrier or warehouse status is confirmed.
Template
Hi [Name], Thank you for letting us know that the package for [order/item] has not arrived as expected. I am sorry for the trouble. The current tracking status shows [delivered / delayed / no recent movement / carrier check needed]. We are reviewing this with [carrier / warehouse / delivery team] and will confirm the next step by [timeframe]. Please check [safe location / building office / household member / delivery photo] if available. You do not need to send private account details or payment information. Once the review is complete, we will confirm whether the next step is [carrier update / replacement review / refund review / delivery follow-up].
Short version
We are sorry the package has not arrived as expected. We are checking the latest carrier status now and will confirm the next step by [timeframe]. Once the review is complete, we will share the available carrier update, replacement review, or refund review option.
Before sending
- Confirm whether tracking shows delivered, delayed, no movement, returned to sender, or carrier exception.
- Ask for only safe delivery checks such as building office, household member, delivery photo, or address confirmation through a private channel.
- Separate carrier investigation from replacement or refund approval.
- Do not promise reshipment, refund, or chargeback support before the policy path is confirmed.
A lost package reply should reduce anxiety while keeping carrier investigation, replacement review, and refund review as separate confirmed steps.