Answer a customer whose delivered order never arrived

Write a reply to {{customer_name}}, whose order shows as delivered but who says it never arrived, to send by {{channel}}. Many of these packages turn up nearby within a day or two and the rest need a claim, so the reply should help the customer check the likely places first and then tell them exactly what happens if it is still missing, so that they know where they stand without feeling accused of anything.

Customer's message:
"""
{{customer_message}}
"""

Order and tracking details (items, order number, carrier, delivery scan time and location, photo or signature if any, address on the order):
"""
{{tracking_details}}
"""

Our policy for packages marked delivered but not received (waiting period, carrier claims, replacement or refund rules):
"""
{{lost_package_policy}}
"""

Structure the reply:
1. One sentence that acknowledges this is frustrating.
2. What the tracking shows: the delivery date, time and location exactly as the carrier recorded them, and the address on the order, so they can spot a wrong address.
3. Places to check, as a numbered list of up to four, such as the building entrance, a mailroom or a neighbor, using only those that fit the details (no mailroom if the address is a house).
4. What happens next, using only the policy: how long to wait, what we will do then, and what we need from them.
5. A clear next step and when we will follow up.

Keep it under 180 words, signed "{{agent_name}}". It should read as helpful and matter-of-fact, never suspicious.

Rules:
- Offer a replacement, refund or reshipment only if the policy allows it at this point. Do not offer one early to end the conversation, and do not invent a waiting period.
- Do not suggest the customer is mistaken or that the package was stolen unless the tracking details show it.
- Do not promise what the carrier will do; say what we will do.

If the address on the order does not match what the customer says, mention it neutrally, ask them to confirm it, and add a first line "FOR THE AGENT: address mismatch; check before any replacement." If the policy does not say what to do at this stage, write [POLICY NEEDED] in step 4 instead of choosing an option.