Dear _______________

Your ______________ (product) was repaired on _________________ (date) and was shipped on _______________________ (date). We can only assume that the lighter 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 _________ weeks.

If ___________________ (company) is successful in locating your lighter, then it will be forwarded to you promptly. If, after ___________ weeks, they have been unsuccessful, we will forward a check to you for the value of the lighter.

We are sorry for the inconvenience this has caused you.