Damaged Package Claim
The customer receives a package that is visibly damaged and needs to report the issue to the courier service to file a claim or request a replacement.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
visibly
Means something can be seen clearly with your eyes, like obvious damage on a package. Use it to describe things that are easy to notice.
damaged
Refers to something that is broken or harmed, like a package that arrived in bad condition. Common in complaints about deliveries.
tracking number
A unique code used to follow the location and status of a package during delivery. Always provide it when reporting issues to customer service.
crushed
Means squished or pressed so hard that it's flattened or deformed, often used for boxes or items that got smashed in transit.
claim
A formal request for compensation or replacement due to damage or loss. In delivery contexts, it's like filing a report to get your money back.
submit
To send or provide information officially, like emailing photos for a claim. Use it when handing in documents or forms.
replacement
A new item given instead of the damaged one. Often an option in customer service for faulty products or deliveries.
refund
Money returned to you because of a problem with the purchase or delivery. Request it when a replacement isn't possible.
Key Sentences
Important phrases to remember and practice
Hi, I received a package today and it's visibly damaged. I need to report an issue.
This is a polite way to start a complaint call. It states the problem clearly and asks to report it. Useful for opening conversations about delivery problems; note the simple present tense for current issues.
I'm sorry to hear that, ma'am. Can I please get your tracking number?
A customer service response showing empathy and politely requesting information. 'I'm sorry to hear that' softens the interaction; use 'ma'am' for female customers. The question uses 'can I please' for courteous requests.
The box is crushed on one side, and it looks like something inside might be broken.
Describes the damage in detail to help the listener understand. Uses 'looks like' for speculation and 'might be' for possibility. Helpful when explaining problems over the phone; connects ideas with 'and'.
I've taken photos already. How do I submit them for a claim?
Shows preparation and asks for next steps. Present perfect 'I've taken' indicates a completed action; 'how do I' is a common way to ask for instructions. Practical for following up on reports.
You can email them to our claims department at [email protected].
Gives clear instructions on how to proceed. 'You can' suggests a possible action; includes specific details like email address. Use this pattern to guide someone through a process.
Yes, once we receive the photos, our claims team will review them.
Explains the timeline and process using future tense 'will review' after 'once' for sequence. Useful for reassuring customers about what happens next in a claim.
They'll contact you within 2-3 business days to discuss options, which may include a replacement or a refund.
Outlines expected follow-up and possibilities with 'may include' for options. 'Within' specifies time frame; relative clause 'which may include' adds details. Great for setting expectations in service talks.
You're welcome. Is there anything else I can assist you with today?
Standard closing phrase in customer service. 'You're welcome' responds to thanks; the question checks for more help using 'can assist' for offers. Use to end conversations politely.