Package marked as delivered, customer says it’s not there

One of my favorite customer service situations! I'm curious how everyone else handles this.

Our carrier has marked the package as delivered. We've confirmed that the address we sent to was correct. Customer says he's checked with neighbors and other residents. Package is nowhere to be found. Have initiated the carrier investigation but I'm not optimistic. The package was marked as delivered on 1/25 and the customer waited until 2/6 to message us. The extra layer here is that the order is customized, so if we send replacements and the original order turns up, we're out both.

submitted by /u/hutat
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