NP it’s polite and formal, contains the order number, item description tracking and service used, then the customer’s name and address, with an area for them to sign, print their name and date with the line
‘I XXXX confirm that order XXXX for XXXX tracking ref XXXX has not been received at the above address on this date XXXX’. Signature XXX Date XXXX
We apologise for the loss and explain that returning the form will help the carrier investigation and may prevent further consignment problems with deliveries to their address. We do genuinely want to assist where there has been legitimate problem, it may be that the customer has a really bad postie, which is why we also ask the Sorting Office is contacted and inform the customer of this. We have had the postie for a Special item re-visit the buyer address the next day when the buyer claimed non-delivery, because he knew he’d delivered it - that’s what he told his manager - should have been an interesting first thing in the morning conversation - customers don’t realise that posties are personally responsible for SD and it can be a sackable offence if they go AWOL.
We will try for a 24hr turn around time once the form has been recieved, as we want a genuine customer whose simply experienced a problem to appreciate that we will do our best to resolve the situation ASAP and to their satisfaction.
If they can’t scan (not everyone can) then we request a paper copy is posted (postage reimbursed) if they can’t print they we post one out with an tracked SAE, the customer would also be able to take a pic and attach to a message that way - depending if the pic is legible we’d accept this too.
(I’d attach a pdf if I could find the pro forma).