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.
快递状态显示包裹已投递，但顾客并未收到。他们联系快递公司进行调查或获取投递证明。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
delivered
Past tense of 'deliver', meaning the package has been sent to the recipient's location. Use it when checking if something has arrived.
'deliver' 的过去式，意思是包裹已被发送到收件人的位置。用于检查某物是否已到达时。
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.
用于跟踪包裹在运输过程中进度的一个唯一代码。它就像是您的包裹的ID，用于监控其旅程。
confirm
To verify or make sure something is correct. In conversations, say 'Can you confirm?' to double-check details like an address.
验证或确保某事正确。在对话中，说‘你能确认吗？’来双重检查如地址之类的细节。
address
The location where you live or where the package should be sent. Always spell it out clearly when giving it over the phone.
您居住的地点或包裹应发送的地点。电话告知时始终要清楚拼写。
investigation
An official check or inquiry to find out what happened. Companies use this for problems like lost packages to solve issues.
一种官方检查或调查，以找出发生了什么。公司使用它来解决丢失包裹之类的问题。
prematurely
Too soon or before the right time. For example, marking a package as delivered before actually leaving it at the door.
太早或在正确时间之前。例如，在实际将包裹留在门口之前将其标记为已交付。
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.
如果购买有问题，退还给买家的钱。如果您的包裹丢失且无法替换，请要求退款。
case number
A special ID given to your complaint or issue for tracking progress. Keep it safe to reference later.
这是为您提供的投诉或问题分配的一个特殊ID，用于跟踪进度。请妥善保管，以便以后参考。
关键句型
需要记住和练习的重要短语
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.
这是开始投诉电话的一种礼貌方式。它使用现在完成时“haven't received”来描述最近的情况。适用于报告像交付这样的服务问题。
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.
一个用于验证信息的提问。'Can you' 使它礼貌且间接。在客户服务中使用，以避免在细节重要时出错。
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.
在回应问题时表现出同理心。「Understand」表达了同情。在服务角色中非常适合，在提供帮助之前让客户感到被倾听。
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.
承诺对问题采取行动。将来时态'we'll'表示承诺。使用此短语来保证某人的问题将被调查。
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.
使用 'could' 表示礼貌和 'please' 表示礼节的、要求更多细节的礼貌请求。在查询中收集信息时很有帮助。
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.
解释进程的预期时间。'工作日' 指排除周末的平日。在专业对话中用于设定现实期望。
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.
一个使用 'if' 的条件句，用于可能的结果。'Locate' 意思是找到。在问题解决场景中解释下一步很有用。
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.
请求持续信息。祈使句 'keep me updated' 直接但礼貌。在通话结束时说这个以确保后续沟通。