Missing parcel or item: reply templates for shops
When tracking says "delivered" but the customer has nothing, the parcel is usually with a neighbour, in a safe place or at the wrong door. This reply asks for those checks politely and commits to a replacement or refund if it does not turn up.
Template
Subject: Let's find your parcel
Subject: Parcel for order {order_number}
Subject: Your missing parcel
- {first_name}
- The customer's first name. Hobson fills this from the conversation.
- {order_number}
- The Shopify order number. Hobson fills this from the matched order.
- {carrier}
- The delivery company, such as Royal Mail, Evri or DPD.
- {delivery_date}
- The date tracking shows the parcel as delivered.
- {delivery_time}
- The time of the delivery scan, if the carrier shows one.
- {proof_of_delivery_url}
- A link to the carrier's delivery photo or signature, where available.
- {check_by_date}
- The date you will act by if the parcel is not found, usually one or two working days away.
- {agent_first_name}
- The first name of the teammate sending the reply. Hobson fills this.
- {workspace}
- Your shop name. Hobson fills this.
When to use it
- Tracking shows delivered but the customer says nothing arrived.
- The carrier's delivery photo shows a door the customer does not recognise.
- One item from a multi-item order is missing from the box. Swap the first paragraph to say which item is missing and check whether it was sent separately.
If tracking does not show delivered yet and the parcel is just late, use the delayed order template. Delayed order
UK consumer law
Under the Consumer Rights Act 2015, goods stay the retailer's responsibility until the customer, or someone they nominate, actually receives them. A "delivered" scan alone does not move that risk to the customer, unless it went to a safe place or neighbour they chose. Your remedy is a claim against the courier. This is a general guide, not legal advice.
How to use it
- 1
Check the proof of delivery
Look at the carrier's delivery photo, GPS location or signature. Royal Mail, Evri and DPD often have a photo on the tracking page.
- 2
Check the address on the order
Make sure the address in Shopify matches what the customer expects. A missing flat number is a common cause.
- 3
Set a short check-by date
Give the customer a day or two to ask neighbours, then act. Longer than that and they will feel fobbed off.
- 4
Replace, then claim
If it does not turn up, send the replacement or refund first, then open the lost parcel claim with the carrier yourself.
Common mistakes
- Telling the customer it is their problem because tracking says delivered.
- Asking them to call the courier themselves. The contract is yours.
- Not checking the order history. A customer reporting their fourth missing parcel this year needs a different approach from a first-time report.
- Leaving the check-by date open, so neither side knows when the replacement is due.
What they usually ask next
When will my replacement arrive? Where is my order?
Related templates
All damaged, wrong or missing templates- Delayed orderReply templates for when an order has missed its delivery date: say sorry, explain where the parcel is, give a new estimate and say what happens if it is late again.
- Damaged itemReply templates for items that arrive broken or damaged: apologise, ask for a photo if you need one, and offer a replacement or refund without making the customer chase the courier.
- Wrong item receivedReply templates for when a customer gets the wrong item: apologise, send the right one, and arrange a free return or let them keep it. Friendly, formal and brief.