Package Not Received Despite 'Delivered' Status
The tracking status shows the package as delivered, but the customer has not received it. They contact the courier for an investigation or proof of delivery.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
delivered
Past tense of 'deliver', meaning the package has been sent to the recipient's location. Use it when checking if something has arrived.
tracking number
A unique code used to follow the progress of a package during shipping. It's like a ID for your parcel to monitor its journey.
confirm
To verify or make sure something is correct. In conversations, say 'Can you confirm?' to double-check details like an address.
address
The location where you live or where the package should be sent. Always spell it out clearly when giving it over the phone.
investigation
An official check or inquiry to find out what happened. Companies use this for problems like lost packages to solve issues.
prematurely
Too soon or before the right time. For example, marking a package as delivered before actually leaving it at the door.
refund
Money returned to the buyer if there's a problem with the purchase. Ask for it if your package is lost and can't be replaced.
case number
A special ID given to your complaint or issue for tracking progress. Keep it safe to reference later.
Key Sentences
Important phrases to remember and practice
Hi, I'm calling about a package that shows 'delivered' but I haven't received it.
This is a polite way to start a complaint call. It uses present perfect 'haven't received' to describe a recent situation. Useful for reporting issues with services like deliveries.
Can you confirm your address?
A question to verify information. 'Can you' makes it polite and indirect. Use this in customer service to avoid mistakes when details are important.
I understand your concern.
Shows empathy in response to a problem. 'Understand' expresses sympathy. Great for service roles to make customers feel heard before offering help.
We'll open an investigation.
Promises action on a problem. Future tense 'we'll' indicates commitment. Use this to assure someone that their issue will be looked into.
Could you describe the package for me, please?
A polite request for more details using 'could' for courtesy and 'please' for politeness. Helpful when gathering information in inquiries.
This usually takes 1-2 business days.
Explains expected time for a process. 'Business days' means weekdays excluding weekends. Use to set realistic expectations in professional talks.
If we can't locate it, we'll confirm it as lost.
A conditional sentence with 'if' for possible outcomes. 'Locate' means find. Useful for explaining next steps in problem-solving scenarios.
Please keep me updated.
Requests ongoing information. Imperative 'keep me updated' is direct but polite. Say this at the end of calls to ensure follow-up communication.