In the event that you have to fail a contract (you got ganked) always inform a Senior Pusher, PushX Manager or Executive. Also, so customers are not left confused, send the customer a mail explaining that the contract must be failed by using the "Failed Contract" mail template in PIR. Most customers understand that these things happen on occasion. NEVER link the killmail as we do not reveal our haulers. It is best to not reveal details about how the loss of a contract occurred for security and safety reasons.