It regularly happens that an owner does not collect their item, even after a match has been made or an appointment for collection has already been scheduled. When the status of an item remains unchanged for this reason, it can lead to unnecessary use of storage space and an unclear administration.
To manage this effectively, iLost recommends working with a clear internal process.
1. Send a reminder after a match
Has a match been made, but the item is still not collected?
Send a reminder via the chat function a few days after the match is created.
Ask the owner to collect the item within a specific time frame.
Clearly state what will happen if the item is not collected on time.
Example message:
Dear [name],
We see that your item is ready to be collected. Could you please let us know when you plan to visit? We kindly ask you to collect the item no later than [date]. After this date, the item may be archived.
Kind regards,
If the item is not collected within the given time frame, it may be archived.
👉 Please note: users with the role Administrator always have the authority to archive items early, regardless of the current status.
2. Missed collection appointment
It often happens that someone does not show up for a scheduled collection appointment. As a result, many items can remain under the topic “Ready for pickup”, which may accumulate internally.
Has someone missed their collection appointment?
Send a friendly and accessible chat message.
Ask whether the owner would like to schedule a new appointment.
Example message:
Dear [name],
We noticed that you were unfortunately unable to come by to collect your item. Could you please let us know when you would like to visit? We will make sure the item is ready for you.
3. Maintaining storage and overview
To avoid confusion, we recommend the following:
Store uncollected items (with a match or collection appointment) separately from other found items.
Preferably use a designated storage location for these items.
This helps prevent:
items from being accidentally archived together with unclaimed items;
situations where the item cannot be found if the owner unexpectedly comes by later.
4. No response from the owner?
Has the owner stopped responding after multiple messages?
Send a final message clearly stating a final collection deadline.
Explain what will happen to the item if it is not collected before that date.
Example message:
Dear [name],
Unfortunately, we have not yet received a response from you. Your item can be collected until [date]. If it is not collected by then, the item will be archived and may be destroyed or donated to a charitable organization.
5. Archiving the item
Has the owner still not responded after this final deadline?
The item listed under “Ready for pickup” may then be archived.
Follow your organization’s internal policy (for example, destruction or donation).
Summary
A clear and consistent process helps to:
use storage space efficiently;
maintain an overview within iLost;
communicate transparently with owners.
By using fixed reminders, clear deadlines, and a structured archiving process, you can prevent items from remaining in storage unnecessarily.
Checklist: Managing uncollected items
Use this checklist to maintain overview and prevent unnecessary storage.
✅ After a match is created
☐ Wait a few days
☐ Send a reminder via chat
☐ Specify a concrete collection date
☐ Record that archiving will follow if there is no response
✅ After a missed collection appointment
☐ Send a friendly follow-up message
☐ Ask to schedule a new collection appointment
☐ Keep the item under “Ready for pickup”
✅ Storage & overview
☐ Store uncollected items separately
☐ Use a fixed, clearly identifiable location
☐ Avoid mixing with unclaimed items
✅ No response?
☐ Send a final message
☐ Specify a definitive final deadline
☐ Communicate what will happen next
(archiving / donation / destruction)
✅ Final step
☐ Has the deadline passed?
☐ Archive the item (Administrator can always do this)
☐ Follow your organization’s internal policy