Automated Customer Support SOP Generator

SOP: Refund for Missing Items in Delivery

Last Updated: September 20, 2026
Target Audience: Tier 1 / Tier 2 Support Agents
Estimated Resolution Time: 10–15 minutes (Tier 1) / 30+ minutes if manager approval required

🎯 Purpose

This SOP guides agents through resolving customer complaints about missing items in a delivered order. Use it whenever a customer reports that part or all of their order did not arrive, so the resolution is investigated consistently before any refund or coupon is issued.

🛠️ Tools & Prerequisites

• Warehouse Management System (packing/fulfillment logs)
• Stripe / Billing System (for issuing refunds)
• Zendesk (or equivalent ticketing tool) (for tagging and escalation)
• Verified customer identity and order number
• Manager/Tier 2 contact for approvals (Slack)

📝 Step-by-Step Resolution Process

1. Verify the Claim:

   • Confirm the customer's order number and the specific item(s) reported missing.
   • Verify customer identity per standard account-verification policy before making any account changes.

2. Check Warehouse Logs:

   • Open the Warehouse Management System and locate the packing log for the order.
   • Determine whether the log shows the item as packed or not packed.

3. Branch Based on Log Status:

   • If the log shows the item was packed:
     • Request a photo of the delivered box/contents from the customer to confirm what actually arrived.
     • Hold the refund until the photo is reviewed (see Edge Cases below).
   • If the log shows the item was NOT packed:
     • Issue a partial refund immediately in Stripe for the value of the missing item.
     • Apply a 10% coupon to the customer's account as a goodwill gesture.

4. Check Value Threshold:

   • Calculate the total value of the missing item(s).
   • If the value exceeds $100: Pause and obtain manager approval before processing the refund in Stripe.
   • If $100 or under: Proceed with the refund per Step 3.

5. Tag and Close:

   • Tag the ticket as logistics-error.

Log the resolution details (refund amount, coupon applied, approval reference if applicable) in the ticket notes.

⚠️ CRITICAL NOTE: Never issue a refund before checking the warehouse log. If the log confirms the item was packed, do

not refund automatically — require photo evidence first to rule out delivery-side loss or customer error. Skipping this check is a common source of refund fraud and inventory discrepancies.

🔄 Edge Cases & Troubleshooting

• If the customer cannot or will not provide a photo (packed case): Escalate to Tier 2 for manual review; do not refund solely on customer statement.
• If the photo shows the box was clearly tampered with or empty: Proceed with refund, tag ticket

logistics-error, and flag the shipment carrier in the ticket for tracking pattern issues.

• If the missing item value exceeds $100 and a manager is unavailable: Place the ticket in a

pending-approval state, notify the customer of the short delay, and follow up within 24 hours.

If this is a repeat issue for the same customer: Note the pattern in the ticket and flag for Tier 2 review, as repeat claims may indicate abuse or a recurring fulfillment problem.

🚀 Escalation Path

When to escalate: Refund value exceeds $100 and no manager is available, customer disputes the warehouse log findings, or the case involves a suspected repeat/fraudulent claim.
How to escalate: Assign the ticket to Tier 2 and post in

#support-escalations with the order number, log status, and refund amount pending.

💬 Customer Communication Template

Subject: Update regarding your Missing Item(s) Delivery Issue

Body:
Hi [Customer Name],

Thank you for letting us know about the missing item(s) from your recent order. We've looked into this on our end and wanted to update you right away.

[If refund issued:] We've processed a refund for the missing item(s) to your original payment method, along with a 10% discount coupon (code below) for the inconvenience. You should see the refund reflected within 5–10 business days depending on your bank.

[If photo requested:] To help us complete our investigation, could you please send a quick photo of the box and its contents as received? This helps us confirm what happened during delivery so we can resolve this as quickly as possible.

We're sorry for the trouble this caused, and we appreciate your patience while we sorted this out.

Best,
[Agent Name]
[Support Team]