When to use it
Use when the customer has already checked obvious delivery areas.
Use the wording to acknowledge the customer, request practical checks, gather details, and keep policy boundaries clear.
Package not found after delivery template
Help a customer report that a delivered package cannot be found.
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
Package not found after delivery scan
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
I am sorry you cannot find the package for order {{order_number}}. Since tracking currently shows delivered, please reply with the delivery address, the carrier status shown, and whether you checked nearby delivery locations.
Once we have those details, support can explain the options available under our published store policy.
Best,
{{store_name}} Support