Why your first response sets everything up
When a customer reports a missing parcel, your response in the first 24 hours determines whether the situation stays a customer service issue or escalates to a chargeback or dispute. A slow, vague, or defensive reply signals that you do not take the issue seriously.
A prompt, professional reply does the opposite. It signals that you are investigating, you care about the outcome, and the customer does not need to go to their bank to get action. Customers who receive a fast, empathetic response are far less likely to escalate.
The goal of your first message is not to resolve the issue immediately. It is to buy yourself 24 hours to investigate properly, while keeping the customer confident that you are on it.
Before you reply: what to check first
Do not reply until you have pulled the tracking and reviewed the situation. A reply based on incomplete information can make things worse.
Pre-reply investigation checklist
- Check the tracking number: what is the current status? In transit, delivered, stuck, returned to sender?
- Check the delivery address on the order: does it match what the customer provided at checkout?
- Check if there is a delivery attempt notification or a missed delivery card noted in the tracking events
- Check if the carrier has a local depot or post office where the parcel might be held for collection
- Review your shipping policy: what does it say about missing or delayed parcels?
- If tracking shows delivered: note the date, time, and delivery location from the carrier's record
Missing parcel response template
Before you send
This template is a starting point. Review it before sending. Adjust the tone and specific details to match your situation and your customer. Replace all bracketed placeholders with the actual information from the order.
Email template: Missing parcel (tracking shows in transit or stuck)
What to offer when the parcel is confirmed lost
Once you have investigated and confirmed the parcel is genuinely lost (not delivered, not held at a depot, not showing in transit after an unreasonable period), you have two options: reship the order if you have stock, or issue a full refund.
Be clear with the customer about which option you are offering and what the timeline looks like. If you choose to reship, provide a new tracking number as soon as it is available.
Document your decision and the customer communication in case the customer later files a chargeback. A documented reship or refund, with timestamps and the customer's response, is strong evidence that you resolved the issue in good faith.
File a carrier claim
If the parcel is confirmed lost, file a claim with your carrier. This is your right as the shipper. The outcome of the claim does not affect your obligation to the customer, but it can recover some of the cost. Keep the claim reference number.
What to do if tracking shows delivered
This situation needs a different response. If the tracking shows the parcel was delivered but the customer says they did not receive it, that is a delivery dispute rather than a straightforward missing parcel case.
In brief: acknowledge the discrepancy, contact the carrier to request proof of delivery details, and ask the customer to check with neighbours and at any collection points. Do not immediately offer a refund when the carrier shows delivered, but do not accuse the customer of dishonesty either. Investigate first.
This scenario is covered in full in the linked article on orders that show delivered but the customer says not received.
Preventing missing parcel claims from becoming chargebacks
Most missing parcel claims can be resolved without ever reaching a chargeback. These steps significantly reduce your risk:
- Respond within 24 hours. This is the most important step. A fast response prevents the customer from feeling they have no other option.
- Always investigate before making a specific promise. Do not commit to a reship or refund until you know the tracking status.
- Keep all communication in writing. Email is better than phone for documentation purposes.
- If you reship or refund, document the decision and send confirmation to the customer.
- Send a follow-up message to confirm the resolution is satisfactory. This closes the loop and reduces the chance of a late chargeback.
- If the customer has already contacted their bank, you can ask them to withdraw the dispute once you have resolved the issue. You cannot require this, but many customers will agree if the matter is fully resolved.
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Disclaimer
DisputeDesk is not a law firm. Outputs and templates from DisputeDesk should be reviewed before use. Merchants are responsible for their own customer communications and dispute submissions. Nothing on this page constitutes legal advice.
Frequently asked questions
How long should I wait before calling a parcel lost?
This depends on your carrier's policy and the destination. For domestic shipments, most carriers consider a parcel lost after 7 to 15 business days with no tracking update. For international shipments, the window is longer, sometimes 30 days or more. Check your carrier's lost parcel policy and reference it in your response to the customer.
Should I file a claim with the carrier?
Yes, if the parcel is confirmed lost. Filing a carrier claim is your right as the shipper. The outcome of the claim does not affect your obligation to the customer, but it can help recover some of the cost. Keep records of the claim reference number and any correspondence with the carrier.
What if the customer contacts me after I have already reshipped?
If both the original and reshipped parcels eventually arrive and the customer has received both, you can ask for one to be returned. Be flexible and focus on the customer experience rather than the cost of one item. Document the outcome either way.
Do I have to refund a missing parcel?
This depends on your policy, your jurisdiction, and whether you have evidence of delivery. DisputeDesk does not provide legal advice. In many markets, merchants are responsible for ensuring the parcel reaches the customer. If you are uncertain about your obligations, review the consumer law requirements for the markets you sell into.
What if the customer is rude or threatening in their message?
Respond professionally regardless of tone. Do not match the customer's aggression. Keep your response calm, factual, and focused on resolution. If the customer is threatening a chargeback, acknowledge the concern, explain that you are investigating, and give a clear timeline for your next update. Document all communication. See the article on responding to angry customers for a detailed de-escalation framework.