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Response To Claim Of Lost Merchandise
Your (item) was (repaired) on (date) and was shipped via (UPS Courier, U.S. Air Mail, etc) on (date). We can only assume that the (item) was lost in transit.
Upon receipt of your letter, we reported the loss immediately to the (freight company) and they are attempting to locate the (item). We should have a report back within (--) days.
If (freight company) is successful in locating your (item) then it will be forwarded to you promptly.
If, after (--) days, they have been unsuccessful, we will forward a check to you for the value of the (item).
We are sorry for the inconvenience this has caused you.
[Your Phone Number]