Reply Notice of Shipment Being Traced
Your [product] was repaired on [date] and was shipped via [carrier] on [date]. We can only assume that the [product] was lost in transit.
Upon receipt of your letter, we reported the loss immediately to the carrier and they are attempting to locate the parcel. We should have a report back within two weeks.
If [the carrier] is successful in locating your [product], then it will be forwarded to you promptly. If, after two weeks, they have been unsuccessful, we will forward a check to you for the value of the [product].
We are sorry for the inconvenience this has caused you.