Please reassure the customer that we are here to help and often this just means the user did not see their email notification to indicate they received a message. Our Petco Love Lost Team can help further to connect them, have the user contact us directly using the following link: https://support.lost.petcolove.org/hc/en-us/requests/new
Users can also submit a request by emailing the Petco Love Lost team directly at firstname.lastname@example.org. We will do what we can to connect on their behalf.
*If for some reason the user is unable to connect with Petco Love Lost, please capture their full name, email address and phone number. We will reach out to them via email and can use that information to connect with the unresponsive user.