Lost or undelivered package reply template

The situation

This is a specific, common flavor of WISMO, not a separately measured category in the taxonomy above - so no independent percentage is claimed here, only that it shows up often enough inside the WISMO bucket to be worth its own template. Tracking either shows "delivered" with no package in sight, or it has gone stale for days with no movement at all.

What customers typically say

Illustrative phrasing, not a quote from any real customer or email.

Fields in curly braces are yours to fill in before sending - nothing in this template sends on its own.

Hi {first name},

Sorry for the trouble. Tracking currently shows {status}. Carriers sometimes mark a package delivered a day or two early, so it's worth checking with neighbors, a building office, or your local post office first.

If it hasn't turned up by {date, e.g. 3 business days from now}, let me know and I'll get a replacement sent out right away.

{your name}

The policy decision behind it

A short, stated wait window (a few business days) before reshipping balances customer trust against reship abuse - and telling the customer the window up front, rather than making them wonder, is most of what makes this reply land well. Filing a carrier claim is worth doing in parallel if the item was insured or the carrier offers it.