LOST ITEM RETURN HANDOFF — MESSAGE TEMPLATES

Use the booking platform when available. Replace brackets; never claim an action has happened until you have evidence. These are operational starting points, not legal language.

1. Initial notice — neutral description
Hi [guest first name], our turnover team found an item after checkout at [property alias]. We have tagged it as case [case ID] and placed it in secure storage. To help us match the item without disclosing its identifying details, please reply with a description of one distinguishing feature and where you believe it was left. Please do not send ID, payment-card, medical, or account details in this message.

2. Claim detail did not yet match
Thanks for replying. The detail provided does not yet give us a clear match to the intake record for case [case ID]. Please send one additional non-sensitive distinguishing detail. We will keep the item secured while we review the match under our current property policy.

3. Return route choice
We have a reasonable match for case [case ID] under our current process. Please choose one route: (A) pickup by you or an agreed representative, subject to our handoff procedure; or (B) shipping after you approve the quoted carrier/service and cost. We will not ship until the approval and payment steps are separately confirmed.

4. Shipping quote — not approval or payment
For case [case ID], the current quote is [amount and currency] for [carrier/service], valid until [date/time/time zone]. This is only a quote. If you want this option, reply that you approve this carrier/service and amount. We will then send the approved platform payment step, if applicable. Carrier restrictions may require a different route.

5. Approval received — payment still pending
We recorded your approval for [carrier/service] at [amount and currency] under message reference [reference]. Approval does not mean payment has been received. We will confirm separately if the payment/resolution step is completed and before the item is dispatched.

6. Dispatch notice
Case [case ID] was dispatched on [date/time/time zone] using [carrier/service]. Carrier receipt reference: [receipt reference]. Tracking reference: [masked reference or approved platform link]. Delivery remains subject to the carrier; please use [approved contact path] for any exception.

7. Pickup confirmation
Pickup for case [case ID] is scheduled for [date/time/time zone] at [approved handoff location]. The pickup person must follow the match method already agreed in message [reference]. We will record the handoff acknowledgement; please do not send an ID copy in this chat.

8. No response / policy review
We have not yet received return instructions for case [case ID]. The item remains subject to our current written policy and applicable requirements. We will review the case on [review date]; this is a review date, not an automatic disposal date.

Version: 1.0 / 2026-10-07
