Short answer: Create a support ticket via the support section 
in your Sendcloud panel and select Submit a request for a parcel > Lost.
Explanation: If your parcel hasn't been delivered yet and you shipped it at Sendcloud rates, we advise you (the merchant) to create a support ticket via the support section in your Sendcloud panel and select Submit a request for a parcel > Lost. This is the fastest way to start an investigation, since your request will be sent straight to the carrier. As soon as the carrier informs us about the delay, our support agents will reach out to you via your ticket.
Related articles
→ How do I start an investigation or file a claim?
→ How to get support from Sendcloud
