When to use it
Use after the first delivered-but-not-received response.
Use the wording to acknowledge the customer, request practical checks, gather details, and keep policy boundaries clear.
Delivered but missing follow-up template
Follow up after the customer checked common locations and still cannot find the package.
This is a free wording template. It does not process payments, contact carriers, confirm lost packages, issue refunds, replace items, or promise delivery outcomes.
Subject line
Follow-up on missing delivered package
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Thanks for checking the nearby delivery areas for order {{order_number}}. Since tracking still shows delivered and the package has not been found, we can now explain the next support step available under our store policy.
Please reply with the confirmed delivery address and any carrier notes shown on the tracking page.
Best,
{{store_name}} Support