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Package Pickup

Inquiring About Missing or Delayed Package

询问丢失或延迟的包裹

A customer visits a pickup location because their package hasn't arrived or is delayed, and they need to inquire about its status with staff.

顾客前往取件地点，因为他们的包裹未到或延迟，需要向工作人员询问包裹的状态。

对话

聆听并跟进对话

1
Customer (Female)
Hi there. I'm here to pick up a package, but I haven't received any notification, and it says it was delivered a few days ago.
你好。我是来取包裹的，但我没有收到任何通知，而且上面说包裹几天前就已经送达了。
2
Staff (Male)
Hello. I see. Do you have a tracking number or a delivery confirmation message I can check?
你好。我明白了。您有可以查询的快递单号或投递确认信息吗？
3
Customer (Female)
Yes, I have the tracking number right here. It's RV345678901CN. It says 'delivered' on the 10th.
有的，我这里有快递单号。是 RV345678901CN。上面显示10号已签收。
4
Staff (Male)
Let me look that up for you. One moment, please. Hmm, I don't see it in our recent arrivals for that tracking number. Are you sure it was delivered to this specific pickup point?
我帮您查一下。请稍等。嗯，我没有在最近的到货中找到这个快递单号。您确定是寄到这个取件点的吗？
5
Customer (Female)
That's what the tracking information says. It's usually delivered here. Could it be delayed or maybe mixed up with another package?
快递信息就是这么说的。通常都是送到这里的。会不会是延误了或者和别的包裹弄混了？
6
Staff (Male)
It's possible. Let me double-check our system and also our 'problem package' section. Can I have your name and phone number as well, just in case?
有可能。我再仔细查一下我们的系统和“问题包裹”区。也可以告诉我您的姓名和电话号码吗，以防万一？
7
Customer (Female)
Certainly. My name is Li Wei, and my phone number is 138-0013-8000.
当然。我叫李薇，电话号码是 138-0013-8000。
8
Staff (Male)
Thank you, Ms. Li. I've noted that down. Unfortunately, I'm still not finding it. It might be best if you contact the sender or the shipping company directly with this tracking number. They can initiate a trace for a missing package.
谢谢您，李女士。我已经记下来了。很抱歉，我还是没有找到。您最好直接联系发件人或快递公司，提供这个快递单号。他们可以启动对丢失包裹的追踪调查。
9
Customer (Female)
Okay, I understand. So there's nothing more you can do here?
好的，我明白了。所以这里没法再帮我了吗？
10
Staff (Male)
Not at this end, I'm afraid. We only receive packages that are scanned in. Since yours isn't showing, it indicates it might still be with the carrier or lost in transit. They'll have a better record of its last scanned location. I apologize for the inconvenience.
恐怕我们这里无能为力。我们只接收已扫描入库的包裹。既然您的包裹没有显示，这表明它可能还在承运商那里，或者在运输途中丢失了。他们会有更准确的最后扫描地点记录。很抱歉给您带来不便。
11
Customer (Female)
Alright, I'll do that then. Thanks for your help anyway.
好的，那我照办吧。总而言之，谢谢您的帮助。

词汇

对话中的必备词汇和短语

tracking number

A unique code used to follow the status of a package during shipping, like RV345678901CN in the dialogue.

一个用于在运输过程中跟踪包裹状态的唯一代码，例如对话中的 RV345678901CN。

delivered

Means the package has arrived at its destination and been given to the recipient.

表示包裹已到达目的地并交付给收件人。

notification

A message or alert, often sent by email or app, to inform you about something like package arrival.

一条消息或警报，通常通过电子邮件或应用发送，用于通知您诸如包裹到达之类的事情。

delayed

When something, like a package, arrives later than expected due to problems in transit.

当某物（如包裹）由于运输中的问题而晚于预期到达时。

mixed up

Confused or swapped with something else, like packages getting the wrong labels.

混淆或与其它东西交换，比如包裹贴上了错误的标签。

double-check

To check something again carefully to make sure it's correct or complete.

仔细再次检查某物，以确保它是正确的或完整的。

trace

To track or investigate the location of a lost item, like a missing package.

追踪或调查丢失物品的位置，例如丢失的包裹。

inconvenience

A situation that causes trouble or difficulty, often used politely when apologizing.

引起麻烦或困难的情况，通常在道歉时礼貌使用。

关键句型

需要记住和练习的重要短语

I'm here to pick up a package, but I haven't received any notification.

This sentence introduces a problem politely; useful for starting inquiries about services. 'Haven't received' uses present perfect tense for experiences up to now.

这个句子礼貌地引入了一个问题；用于开始服务查询很有用。「Haven't received」使用现在完成时表示至今为止的经历。

Do you have a tracking number or a delivery confirmation message I can check?

A helpful question for service staff to gather info; 'or' connects alternatives, and 'I can check' shows willingness to help.

服务人员收集信息的有用问题；'or'连接备选方案，'I can check'显示帮助意愿。

Let me look that up for you. One moment, please.

Polite way to ask for time while searching; 'let me' offers assistance, and 'one moment' is a common phrase for brief waits.

搜索时请求时间的礼貌方式；'let me' 提供协助，'one moment' 是短暂等待的常见短语。

Could it be delayed or maybe mixed up with another package?

Suggests possible reasons for issues; 'could it be' is a polite way to speculate, and 'or maybe' adds alternatives.

建议了问题的可能原因；“could it be”是一种礼貌的推测方式，“or maybe”添加了备选方案。

Can I have your name and phone number as well, just in case?

Requests additional info politely; 'as well' means in addition, and 'just in case' explains the reason to avoid seeming intrusive.

礼貌地请求额外信息；'as well' 意思是另外，'just in case' 解释原因以避免显得 intrusive。

It might be best if you contact the sender or the shipping company directly.

Gives advice on next steps; 'it might be best if' softens suggestions, useful for recommending actions in problem-solving.

提供下一步的建议；'it might be best if' 使建议柔和，在解决问题中推荐行动很有用。

I apologize for the inconvenience.

A standard apology in service situations; shows empathy and ends interactions positively, common in customer service.

服务情境中的标准道歉；表现出同理心，并以积极方式结束互动，在客户服务中常见。