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Reply to a customer whose package has not arrived

A customer asking where their order is has usually been waiting for days and is already worried. The fastest way to calm it is a reply that shows you have looked, says what happens next and gives a date. Do not make them chase.

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Look before you reply

Open the tracking and the order first. Know whether it is in transit, delayed, marked delivered or stuck. A reply that asks for details you already hold wastes the customer's time.

Say what you found

Tell them the last scan and where it was, in plain words. If the carrier shows it as delivered but the customer says no, take that seriously and ask them to check with neighbours and the building before you make a claim.

Own it even when the carrier is at fault

The customer bought from you, not the carrier. Do not point at the courier and stop there. Say what you will do about it.

Offer a clear fix

Where the parcel is truly lost, offer a replacement or a refund and let the customer choose. Do it without asking for proof beyond what you need. Match the offer to your refund policy and say how long it takes.

Open the carrier claim yourself

Raise the claim with the carrier in the background so the customer does not have to. Record the claim number on the ticket.

Watch for patterns

Tag lost-parcel tickets by carrier and region. If one route keeps failing, change the service or add tracking and insurance for that route.

Questions

How long should we wait before calling a parcel lost?

Use the carrier's own guidance and your shipping promise. Many shops wait a few working days past the estimated date, then act. Write the number into your policy so agents do not guess.

Should we reship or refund?

Offer the customer the choice if stock allows. Some people still want the item and others want their money back. A fast, clear answer matters more than which one you pick.

What if the tracking says delivered?

Ask them to check around the address and with the carrier, then open a claim. If several customers on the same route report this, treat it as a pattern.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.