Assisting a Customer with Filing a Police Report for a Missing PackageUpdated 5 months ago
🎯 Purpose
This guide helps Customer Support Reps assist customers whose packages were marked as delivered but not received—and where the carrier has closed the investigation without resolution. If shipping protection wasn't purchased, we require a police report before issuing a refund or replacement.
✅ When to Use This Process:
Carrier (e.g., FedEx/UPS) shows delivery completed (with or without photo proof)
Customer reports they never received the package
Customer did not purchase shipping protection
Carrier investigation has closed with no resolution
CS rep is approved to move forward with refund/replacement upon report submission
📋 Steps for the CS Rep:
Step 1: Confirm Conditions
Ensure the following before proceeding:
Order was marked as delivered
Customer cannot locate the package
Customer has checked surrounding areas, neighbors, and address
No shipping protection was purchased
Carrier investigation is closed (get the claim number if available)
Step 2: Use the Customer-Facing Draft Below
Copy and paste this draft into your email/chat with the customer, and update [placeholders] before sending:
Subject: Next Steps – Filing a Police Report for Your Missing Package
Hi [Customer First Name],
Thanks again for your patience, and we're truly sorry this happened—we know how frustrating it is when a package goes missing.
Since the carrier has confirmed delivery on [Insert Date] at [Insert Time], and closed their investigation without resolution, the next step is to file a non-emergency police report. This is a standard requirement in situations where shipping protection wasn't added at checkout.
Here’s how to do it:
📍 Step 1: Contact Your Local Police Department
You can file the report:
Online (many cities offer this—search “[Your City] police department online report”)
Or by calling their non-emergency number (found on your city’s police department website)
⚠️ Please do not call 911—this is not an emergency.
📞 What to Say
When speaking with an officer or submitting the form:
Say you’re filing a non-emergency report for a missing/stolen package
Let them know the package was marked as delivered on [Date] at [Time], but never received
Mention that the carrier has closed the investigation without resolution
Let them know the retailer (Apex Sim Racing) is requesting the report in order to issue a refund or replacement
✅ What You’ll Need
Please request:
A case or report number
A copy of the report (PDF or printed)
An estimated timeline if the report won’t be available immediately
📩 Once You Have the Report
Please send the case number and a copy of the report to us by replying to this email. Once we receive both, we’ll proceed with your refund or replacement.
Note: If your item is currently out of stock, we’ll handle your replacement on a case-by-case basis and keep you updated on timing.
Let us know if you have any trouble—we’re here to help guide you through the process.
Best regards,
[Your Name]
Apex Sim Racing Support Team
Step 3: Document in the Ticket
✅ Make sure to note:
Whether shipping protection was purchased
Date/time of delivery
Carrier and tracking info
Status of carrier investigation
That customer has been advised to file a report
Step 4: Follow Up When Report is Received
Once the customer sends the case number and report, do the following:
Log the report in the internal notes.
Confirm item status (in stock / pre-order).
Proceed with issuing refund or replacement.
Notify customer of the next steps (shipping timeline, confirmation, etc.).
💬 Tips for Difficult Situations
If the customer is uncomfortable filing a report: empathize, but explain it’s a requirement for stolen packages when no shipping protection was purchased.
If the customer asks for alternatives: check with a supervisor or escalate.
If the customer is international: adjust instructions to reference local police (replace 911 guidance as appropriate).
📎 Resources
Shipping Policy: [Insert Internal Link]
Missing Package Public Help Article: [Insert KB Link]
Carrier Claim Guides: [FedEx] [UPS] [USPS]