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How to Respond to Missing Item Complaints (Email Template)

· 5 min read

When customers receive incomplete orders—especially when the missing item is the most expensive or important—trust is immediately damaged. This guide shows you how to verify the issue, offer immediate resolution, and investigate warehouse processes.

Example Customer Complaint​

Subject: Missing item in Order #65432

Hello,

I received my order today (Order #65432) but one item is missing. I 
ordered 3 items total:
- Blue Running Shoes (size 9) ✓ received
- Sports Water Bottle ✓ received  
- Fitness Tracker Watch ✗ NOT in box

The watch was the most expensive item ($149) and the main reason I 
placed this order. The packing slip shows all 3 items but only 2 were 
in the box.

I was charged for all 3 items. Please send the missing watch 
immediately or refund me the $149.

Thanks,
Carlos

Casee.io Analysis: Automatic Case Classification​

When you paste Carlos's message into Casee.io, the AI instantly analyzes and categorizes the case:

📋 Case Summary:

  • Regarding: Missing item in order #65432
  • Priority: High
  • Categories: Missing Item, Billing Dispute

Key Issues Identified​

Casee.io breaks down the complaint into 2 specific issues that need addressing:

Issue 1: Most Expensive Item Missing​

Customer's concern:

"I received my order today (Order #65432) but one item is missing. - Fitness Tracker Watch ✗ NOT in box. The watch was the most expensive item ($149) and the main reason I placed this order. The packing slip shows all 3 items but only 2 were in the box."

Suggested response:

We sincerely apologize that the Fitness Tracker Watch was missing from your order. We understand this was the main item you were looking forward to receiving. We've confirmed that this item was included on your packing slip but unfortunately not in the box. We have two options to resolve this for you immediately: fulfill the watch as a replacement shipment at no additional charge, or process a full refund of $149 for the missing item. Please let us know which you would prefer.

Issue 2: Charged for Item Not Received​

Customer's concern:

"I was charged for all 3 items. Please send the missing watch immediately or refund me the $149."

Suggested response:

We also want to address the charge for the missing Fitness Tracker Watch. You should not be charged for an item that you did not receive. If you choose to have the watch sent to you as a replacement, we will ensure the charge reflects this shipment. If you opt for a refund, we will process the $149 refund immediately. We apologize for this error.

Complete Email Response​

Casee.io also generates opening and closing paragraphs to frame your response:

Opening (AI-Generated):​

Hello Carlos,

Thank you for reaching out to us. We're very sorry to hear about the 
issue with your recent order (Order #65432) and understand your 
frustration. We want to make this right for you as quickly as possible.

Body (Combine Issue Responses):​

You can now copy and paste each suggested response, editing as needed to add specific replacement shipping timelines or refund processing details.

Closing (AI-Generated):​

We appreciate your patience and understanding as we resolve this for 
you. Please let us know if you have any further questions.

Why This Approach Works​

✅ Acknowledges packing slip discrepancy - Shows you verified their claim

✅ Recognizes item importance - "Main reason I placed this order"

✅ Offers customer choice - Replacement or refund, not one-sided decision

✅ Immediate resolution - No investigation delay before offering solution

✅ Takes responsibility - Doesn't blame customer or require proof

Common Missing Item Scenarios​

Scenario A: Customer wants replacement ASAP​

Add: "I've expedited shipping on the replacement Fitness Tracker Watch. It will ship today and arrive by [specific date] via overnight delivery at no charge."

Scenario B: Customer wants refund instead​

Add: "I've processed the $149 refund to your original payment method. You should see it within 3-5 business days. You can keep the two items you did receive."

Scenario C: Multiple items missing​

Add: "I've reviewed your order and see that both the watch ($149) and the water bottle ($29) are missing. I'm shipping both items immediately with tracking, or I can refund the full $178."

Scenario D: Expensive item missing, customer suspects theft​

Add: "Given the value of the missing watch, I've flagged this with our warehouse team for investigation. In the meantime, your replacement is shipping today."

How to Use Casee.io for Missing Item Complaints​

  1. Paste the customer's message into Casee.io
  2. Review the analysis - Check which items missing, prices, packing slip status
  3. Copy suggested responses - Use the itemized responses for each concern
  4. Add resolution details - Replacement tracking number or refund confirmation
  5. Follow up internally - Investigate warehouse packing procedures

Warehouse Investigation Checklist​

After this type of complaint:

  1. Pull order #65432 security footage - Was watch packed?
  2. Check picker notes - Did packer scan watch into box?
  3. Verify inventory - Is watch actually in stock or was it oversold?
  4. Review weight - Does package weight match 3 items or 2?
  5. Audit similar orders - Are other Fitness Tracker orders complete?
  6. Train staff - Reinforce packing slip verification procedures

Prevent Future Missing Items​

Common causes:

  • Rushed packing - Quota pressure leading to skipped items
  • Poor bin organization - Items in wrong warehouse locations
  • Inventory sync issues - System showing stock that doesn't exist
  • High-value item security - Not properly tracked during packing
  • Multi-SKU confusion - Similar item names causing mix-ups

Try It Yourself​

Want to handle missing item complaints faster and reduce packing errors? Try Casee.io free →

Paste your customer message and get instant analysis with choice-driven, solution-focused response suggestions.