What is the appropriate sequence when handling a customer claim about a missing package?

What is the appropriate sequence when handling a customer claim about a missing package?

• A. Apologize, then blame the carrier, and close the case.
• B. Gather details, verify tracking and scans, coordinate with the facility and carrier, apologize, resolve, and document.
• C. Escalate to legal, then refer to policy, then contact customer.
• D. Ignore until the customer follows up with new information.

Answer: (B)