Package Locker and Missing Package Reply Checklist for Property Managers

When to use it

Use this when a resident reports a missing delivery, wrong locker code, package-room access issue, claimed theft, carrier delivery-photo mismatch, damaged package, or repeated package-room problem. It is for property managers, resident-services teams, leasing offices, maintenance coordinators, and AI-assisted inbox workflows.

Marker: PACKAGE-LOCKER-MISSING-PACKAGE-READY.

Copy/paste missing-package triage card

Resident name / unit:
Package carrier / merchant:
Tracking number or delivery screenshot provided? [yes/no/link]
Delivery timestamp claimed:
Delivery location claimed: [locker / package room / office / doorstep / mailroom / other]
Resident says: [missing / damaged / wrong code / stolen / wrong unit / duplicate alert]
Package locker / access system event checked? [yes/no/source]
Package room camera/access log review needed? [yes/no/owner]
Known verified facts:
Unknowns that must not be guessed:
Carrier/merchant route needed? [yes/no]
Property liability / refund / reimbursement question? [manager/legal/owner review required]
Neighbor/privacy/surveillance issue? [yes/no/escalate]
Next-check owner:
Next-check due time:
CRM label: package_missing / locker_code_issue / carrier_followup / resident_update_due / manager_review_needed / resolved
STOP AUTOMATION if: liability, refund, theft accusation, surveillance footage, police report, access-control defect, privacy, fair-housing/accommodation, legal notice, or repeated security complaints are involved.

Resident-safe message starters

1. First acknowledgement

Hi [Name], thanks for reporting the package issue. We have logged it as [ticket/work order]. The current verified details are [known facts]. The next step is [locker log / access log / carrier route / manager review], and we will update you by [time/date].

2. Need resident proof before routing

Hi [Name], to route this correctly, please send the carrier name, tracking number, delivery screenshot/photo if available, and the time you received the delivery notice. We will use those details to check the appropriate package-room or locker source.

3. Locker or access-code issue

Hi [Name], we are checking the package-locker/access record for [date/time]. Please do not share locker codes publicly. We will confirm the next step after [system/vendor/manager] verifies the record.

4. Refund, theft, or liability question

Hi [Name], I can log the question about [refund/liability/theft report]. That requires manager review before anyone promises an outcome. I will route the package details and follow up by [time/date].

AI review prompt

You are helping a property manager answer a resident's missing-package or package-locker message. Use only the source notes below. Do not invent liability, refund eligibility, police-report advice, theft conclusions, camera footage availability, locker access logs, carrier promises, legal duties, neighbor accusations, or security findings. Return: (1) verified facts, (2) unknowns, (3) resident-safe acknowledgement, (4) routing owner, (5) next-check due time, (6) stop-rule issues needing human review.

Source notes:
[Paste resident message, tracking screenshot, locker/access log notes, policy/source notes, manager decision]

Human review rules

• STOP AUTOMATION: do not send AI-written replies about liability, refunds, theft accusations, surveillance footage, police reports, access-system defects, privacy, legal notices, or repeated building-security complaints without a human owner.
• Do not invent: carrier actions, locker logs, camera findings, reimbursement decisions, neighbor involvement, delivery location, package-room access history, or policy exceptions.
• Record proof: store the resident message, tracking screenshot, delivery photo, locker/access source, manager decision, and next-check due time in the CRM or property-management system.