Reporting a Lost or Damaged Item
A customer contacts the post office or courier service's customer support to report a missing package or an item that arrived damaged, initiating a claim.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
missing package
A package that was supposed to arrive but did not reach the recipient. Use this when reporting something lost in delivery services.
tracking number
A unique code used to follow the location and status of a shipped package. Always have this ready when contacting customer support.
delivered
Means the package has been handed over to the recipient or left at the address. Check this status on tracking apps.
investigation
An official check or inquiry into a problem, like a lost item. Services use this to find out what happened.
claim
A formal request for compensation or replacement for a lost or damaged item. File a claim to get your money back.
reference number
A special code given for your claim or inquiry, used to track progress later. Keep it safe for follow-ups.
estimated value
An approximate worth of the item. Provide this when making a claim to help determine compensation.
Key Sentences
Important phrases to remember and practice
I'm calling to report a missing package.
This is a polite way to start a call about a lost item. Use it to clearly state your purpose. 'Report' means to inform officially, and 'missing package' specifies the problem.
Could you please provide your tracking number?
A helpful question from customer service to get details. 'Could you please' is a polite request form. Use this when you need information from someone.
The sender told me it was shipped last Tuesday.
This gives background details. 'Shipped' means sent via mail. Use past tense like 'was shipped' for completed actions, and time words like 'last Tuesday' for specificity.
We need to open a formal investigation.
Explains the next step in handling a complaint. 'Open' here means to start. Use this in service contexts to show official action is being taken.
Do you want to proceed with a missing item claim?
Asks for confirmation to continue. 'Proceed with' means to go ahead. This is useful for getting customer agreement before formal steps.
What information do you need from me for the claim?
A direct question to understand requirements. Use 'what...do you need' for asking about necessary details. Good for any service interaction.
You'll receive an email with the claim reference number within 24 hours.
Informs about future actions. Future tense 'will receive' predicts what happens next. 'Within 24 hours' specifies time, useful for setting expectations.
Is there anything else I can assist you with today?
A closing question to check for more help. Polite and professional. Use this at the end of customer service calls to offer further support.