My package is lost.

Applies when:
a customer reports that their package has not arrived at the expected delivery address,
the customer is concerned about the status of their parcel.

Agent guidance:
listen to the customer's concern and ask for their order ID or tracking code to investigate further,
check the order status and provide an update on the parcel's location.

Required wording:
please provide your order ID or tracking code so we can look into this for you,
we apologize for the inconvenience and will do our best to locate your parcel.

Avoid:
making promises about delivery times without checking the order status first,
not taking the customer's concern seriously.

Desired outcome:
the customer is informed about the status of their parcel,
a solution is offered to the customer, such as resending the parcel or providing a refund.