Inquiring About Missing/Delayed Mail
A customer is following up on a mail item or package that has not arrived, providing tracking information (if available) and seeking assistance to locate it or file a claim.
顾客查询一个尚未送达的邮件或包裹，提供追踪信息（如果可用），并寻求帮助以定位或提交索赔。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
tracking number
A unique code given to a package or mail item that allows you to follow its location and status during shipping. Use it when inquiring about deliveries.
分配给包裹或邮件物品的唯一代码，允许您在运输过程中跟踪其位置和状态。在查询交付时使用。
concerned
Feeling worried or anxious about something. In conversations, say 'I'm concerned' to express mild worry about a situation like a delayed package.
对某事感到担心或焦虑。在对话中，说“我很担心”来表达对像延误的包裹这样的情况的轻微担忧。
sorting facility
A building or center where mail and packages are organized and sent to the correct destinations. It's part of the postal system process.
一个建筑物或中心，用于组织邮件和包裹并发送到正确的目的地。它是邮政系统流程的一部分。
scans
The process of using a barcode scanner to update the location of a package in the tracking system. No scans mean no recent updates.
使用条码扫描仪更新跟踪系统中包裹位置的过程。没有扫描意味着没有最近的更新。
delayed
When something arrives later than expected. Common in shipping; you can say 'It's delayed' to describe late mail or packages.
当某物比预期晚到时。在运输中常见；你可以说“It's delayed”来描述迟到的邮件或包裹。
backlog
A large number of items waiting to be processed, causing delays. Used in services like post offices to explain why things take longer.
大量等待处理的物品，导致延误。在邮局等服务中使用，以解释为什么事情需要更长时间。
inquiry
An official request for information or investigation. In postal contexts, start an 'inquiry' for missing items to get help.
正式的信息或调查请求。在邮政上下文中，为丢失物品启动“查询”以获得帮助。
missing mail report
A formal document filed with the post office to report lost mail and start an investigation. Necessary when packages don't arrive.
向邮局提交的正式文件，用于报告丢失邮件并启动调查。当包裹未到达时必要。
estimated value
An approximate worth of the contents in a package. Provide this when filing claims for lost items to determine compensation.
包裹内内容的大致价值。在提交丢失物品索赔时提供此信息，以确定赔偿。
case number
A unique identifier for a reported issue or investigation. Keep it for reference when following up on postal complaints.
报告问题或调查的唯一标识符。跟踪邮政投诉时，请保留以供参考。
关键句型
需要记住和练习的重要短语
I'm starting to get a bit concerned.
This sentence expresses mild worry politely. Use it when something like a package is late. 'Starting to get' shows the feeling is developing, useful for natural conversations.
这个句子礼貌地表达轻微的担忧。适用于包裹晚到之类的场合。'Starting to get' 表示感觉正在发展，有助于自然对话。
Can you please provide me with the tracking number so I can look into it for you?
A polite request for information, using 'can you please' for courtesy and 'so I can' to explain the purpose. Great for customer service to ask for details needed to help.
一个礼貌的信息请求，使用'can you please'表示礼貌，'so I can'解释目的。非常适合客服请求帮助所需细节。
It was sent roughly three weeks ago, international standard shipping.
Describes when and how something was mailed. 'Roughly' means approximately; useful for giving details in inquiries. 'International standard shipping' specifies the type of service.
描述某物何时以及如何寄出。'Roughly' 表示大约；在查询中提供细节很有用。'International standard shipping' 指定服务类型。
The last update for this package was that it departed the sorting facility ten days ago.
Reports status from a system. 'Last update' refers to the most recent information; 'departed' means left. Use in explanations to inform about progress or lack thereof.
报告系统状态。'Last update' 指最新信息；'departed' 意为离开。在解释中使用，以告知进度或缺乏进度。
What does that usually mean? Is it lost, or just severely delayed?
Asks for clarification on a situation. 'Usually mean' seeks common explanations; alternatives like 'lost or delayed' show options. Helpful when confused about delays in services.
请求对情况的澄清。'通常意思'寻求常见解释；像'丢失或延误'这样的备选方案显示选项。在对服务延误感到困惑时很有帮助。
It could be delayed due to customs, or simply a backlog.
Offers possible reasons for a problem. 'Could be' shows uncertainty; 'due to' explains cause. Use to reassure while listing potential issues in customer support.
提供问题的可能原因。「Could be」显示不确定性；「due to」解释原因。在客户支持中使用，以安慰同时列出潜在问题。
We'll need to submit a missing mail report.
Suggests the next action formally. 'We'll need to' indicates requirement; useful for guiding customers through processes like filing complaints.
正式建议下一个行动。'We'll need to' 表示要求；有助于指导客户完成投诉等流程。
Once the report is filed, it can take up to 15 business days for us to investigate and get back to you.
Explains timeline and process. 'Up to' means maximum; 'business days' excludes weekends. Important for setting expectations in official interactions.
解释时间线和流程。'Up to' 意味着最大值；'business days' 排除周末。在官方互动中设置期望很重要。
We'll do our best.
A common phrase assuring effort. Short and positive; use it to end conversations politely when promising to help with issues like lost mail.
一个常见的保证努力的短语。简短而积极；用于在承诺帮助处理如丢失邮件等问题时，礼貌地结束对话。
Is there anything else I can assist you with today?
Standard closing question in service calls. 'Assist you with' means help; adds 'today' for politeness. Use to check if more help is needed before ending.
服务通话中的标准结束问题。'Assist you with' 意思是帮助；添加 'today' 以示礼貌。在结束前用于检查是否需要更多帮助。