Reporting a Problem with an Order
A customer discovers an issue with their delivery or takeout order (e.g., wrong items, missing items, cold food, quality concerns) and contacts the restaurant or delivery platform to resolve it.
顾客发现外卖或取餐订单有问题（例如，上错菜，漏单，食物变凉，质量问题），并联系餐厅或送餐平台解决。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
order
A request to buy or deliver food or items; in this context, it means the food you asked for from a restaurant.
购买或交付食物或物品的请求；在这种情况下，它指的是你从餐厅订购的食物。
problem
An issue or something wrong; here, it refers to a mistake with the delivered food.
问题或出错的事情；这里，指的是送达的食物出现的错误。
order number
A unique code or ID for your purchase to help track it; useful for customer service calls.
用于跟踪您的购买的唯一代码或ID；有助于客户服务电话。
mix-up
A small mistake where items get confused or swapped; common in delivery services.
物品被混淆或交换的小错误；在配送服务中常见。
apologies
A polite way to say 'I'm sorry'; used to express regret for a mistake.
礼貌地说‘对不起’的方式；用于表达对错误的遗憾。
within
In less than or by a certain time; for example, 'within 20 minutes' means arriving before that time passes.
在少于或某个时间之前；例如，“在20分钟内”意味着在那段时间过去之前到达。
assist
To help someone; often used in customer service to offer support.
帮助某人；常用于客户服务中提供支持。
关键句型
需要记住和练习的重要短语
Hi, I just received my order, and there's a problem.
This is a polite way to start reporting an issue; 'just received' means it happened moments ago, and 'there's a problem' states the issue clearly. Use it when contacting support about a delivery mistake.
这是报告问题的一种礼貌方式；'just received' 表示刚刚发生，'there's a problem' 明确陈述了问题。在联系支持部门报告配送错误时使用。
I'm sorry to hear that. Can I please get your order number?
A customer service response showing empathy; 'I'm sorry to hear that' expresses regret, and the question politely asks for details. Useful for service workers to gather information without sounding rude.
一个显示同理心的客户服务回应；‘很抱歉听到这个消息’表达遗憾，问题礼貌地询问细节。有助于服务人员在不显得粗鲁的情况下收集信息。
I ordered a chicken Caesar salad, but I received a garden salad instead.
Describes what was expected versus what arrived; 'but...instead' contrasts the difference. This pattern helps explain errors clearly and is practical for complaining about wrong items.
描述了预期与实际到达的对比；'but...instead'突出了差异。这种模式有助于清晰解释错误，并实际用于抱怨错误的物品。
My apologies for the mix-up.
A formal apology for a mistake; 'my apologies' is more professional than 'sorry.' Use it in business or service situations to show responsibility.
对错误的正式道歉；“my apologies”比“sorry”更专业。在商业或服务情境中使用它来显示责任感。
We can send you the correct order right away.
Offers an immediate solution; 'right away' means quickly. This sentence shows how to resolve issues positively, useful for customer service replies.
提供即时解决方案；'right away'意味着快速。此句展示了如何积极解决问题，对客户服务回复很有用。
It should be with you within 20-30 minutes.
Gives a time estimate; 'should be' suggests expectation, and 'within' indicates the timeframe. Helpful for setting realistic expectations during deliveries.
提供时间估计；'should be' 暗示期望，'within' 表示时间范围。有助于在交付过程中设定现实期望。
Is there anything else I can assist you with today?
Checks if more help is needed; polite closing question in service talks. Use it to end conversations professionally and invite further questions.
检查是否需要更多帮助；服务对话中的礼貌结束问题。使用它来专业地结束对话并邀请进一步提问。