Before escalating a lost order case to the Lost Team, frontline should confirm:

• Order details

• Tracking information

• Carrier status

• Shipping insurance status

• Issue type:

  • Delivered Not Received

  • Stuck in Transit

  • Damaged in Transit

Customer Without Shipping Insurance

For customers without shipping insurance, if the carrier confirms the package was delivered, Autoplicity considers the order successfully delivered and does not provide further reimbursement or replacement assistance.

Agent should:

• Verify tracking status.

• Attach proof of delivery (POD) when available.

• Confirm the shipping address matches the order.

• Provide the customer with the tracking information.
  
  

Advise the customer to:

• Check with household members, neighbors, or building management.

• Contact the carrier directly with their tracking number.

• File a police report if they suspect theft.

Lost Order – No Shipping Insurance

Dear [Customer],

Thank you for choosing Autoplicity. We understand your concern regarding the delivery of your order and sincerely apologize for any inconvenience this may have caused.

Following a thorough investigation, (FedEx/UPS/USPS) has confirmed that your package was successfully delivered to the shipping address provided at checkout. For your reference, we’ve included the tracking link and proof of delivery below:

Tracking Link: [Tracking]
(Attach proof of delivery)

If you have not located the package, we recommend the following steps:

• Verify the Shipping Address: Please ensure the address provided during checkout is accurate.

• Check with Neighbors or Household Members: Packages are sometimes received on behalf of the intended recipient.

• Contact the Carrier: Reach out to (carrier) directly with your tracking number for further clarification.

• File a Claim: If (carrier) confirms the package is lost, you may be eligible to file a claim directly with them.
  
  

If you suspect the package may have been stolen, we recommend filing a report with your local police department.

We appreciate your understanding and are here to assist if you have any further questions or require additional support.

Best regards,
[Your Name]
Customer Service

Customer With Shipping Insurance

For customers who purchased shipping insurance, Autoplicity will assist with filing a claim with the carrier.

Before escalating to the Lost Team, collect:

• Order details

• Tracking information

• Customer description of the issue

• Photos (for damaged shipments)

• Police report (if applicable)

The Lost Team will assist with the carrier claim process.

• If the carrier approves the claim, a refund will be issued.

• If the carrier denies the claim, the customer may be required to provide an affidavit before a refund can be issued.

• 
  

Lost Order – With Shipping Insurance

Dear [Customer],

Thank you for choosing Autoplicity. We understand your concern regarding the delivery of your order and sincerely apologize for any inconvenience this may have caused.

Following a thorough investigation, (FedEx/UPS/USPS) has confirmed that your package was successfully delivered to the shipping address provided at checkout. For your reference, we’ve included the tracking link and proof of delivery below:

Tracking Link: [Tracking]
(Attach proof of delivery)

If you have not located the package, we recommend the following steps:

• Verify the Shipping Address: Please ensure the address provided during checkout is accurate.

• Check with Neighbors or Household Members: Packages are sometimes received on behalf of the intended recipient.

• Contact the Carrier: Reach out to (carrier) directly with your tracking number for further clarification.

• File a Claim: If (carrier) confirms the package is lost, we will assist with the claim process.
  
  

If you suspect the package may have been stolen, we recommend filing a report with your local police department.

If you have already filed a police report and the package has still not been located, please contact us with the details. We will be happy to reconnect with (carrier) and continue our efforts to resolve this issue for you.

We appreciate your understanding and are here to assist if you have any further questions or require additional support.

Best regards,
[Your Name]
Customer Service