Following Up on Delivery Status
Contacting customer service to inquire about an online order that hasn't arrived. You'll need the order number and have to describe the situation.
Situations
Choose from 5 conversations to practice
Initial Inquiry: Missing Package
The customer hasn't received their package despite the tracking status showing 'delivered'. They contact customer service to understand why.
Delayed Delivery Inquiry
The estimated delivery date has passed, and the tracking status hasn't updated in several days. The customer contacts customer service to inquire about the delay.
Package Stuck in Transit
The tracking status indicates the package has been 'in transit' at a specific location for an unusually long time. The customer contacts customer service for an update.
Providing Order Details & Verification
The customer service representative asks for the order number and other details (e.g., name, address, email) to verify the customer's identity and locate the order.
Confirming Delivery Address Details
The customer service representative asks the customer to re-confirm their delivery address to ensure there were no errors that might have caused the issue.