iLost automatically emails the people involved with your items. Below is each email and what triggers it.
Emails come from [email protected] or [email protected], in the language the person used on our website, or in English if that language isn't available. Replies go to your customer service email address if you have set one.
Lost reports
Confirm your lost report: a visitor reports a lost item without a confirmed account. The report becomes active when they click the link.
Lost report received: a visitor reports while signed in, or with a confirmed email address.
New found items: the visitor asked to be notified. Sent for 7 days when matching items come in, at locations with public search that don't handle lost reports.
Found, Not found or Question: your team replies to a lost report. The reply type you choose decides the email. Each reply sends its own email, so combine your questions in one message.
We may have found something of yours: you use Notify known owner on a found item. Also sent by text message if you enter a phone number.
Claims
Confirm your claim: a visitor claims an item without signing in. Until they click the link, which works for 2 days, you can't reply and the Match Bot doesn't check the claim.
New message about your claim: your team or the Match Bot sends a message in the claim conversation.
Claim approved: you or the Match Bot set the claim to Match. Includes the next steps to get the item back.
Claim not approved: a claim is set to No match.
Reminder to arrange the return: sent once, 2 days after the match, if no pickup is booked and delivery isn't paid.
Other claims on the same item: When your team matches a claim, the Match Bot (if switched on) sets the other open claims on that item to No match, and those claimants get Claim not approved. When the Match Bot makes the match itself, it leaves the other claims open, so set them to No match yourself.
Finders
Good news about the item you found: the item is matched to its owner, if you recorded the finder's email address.
Returning the item
Pickup booked: the owner picks a date and time. Includes the handover code if your location uses one.
Pickup payment received: the owner pays your pickup fee. Invoice attached.
Handover code: the handover starts at a location that uses handover codes. Also sent by text message.
Pickup complete: the handover is recorded.
Delivery payment received or Payment failed: the owner pays for delivery, or the payment fails. No email when delivery is free for the owner.
Item on its way: the carrier first scans the parcel. Includes a tracking link.
Parcel delayed: the carrier couldn't collect the parcel and a new collection is arranged.
Review invitation: at the moments set in your review settings. Without settings, iLost's own invitation is sent when the item is matched.
An owner didn't get an email?
Ask them to check their spam folder and the address they used. A claimant whose link expired can claim the item again. iLost stops emailing addresses that bounced or marked our emails as spam; contact us if that happened.