The tracking says “delivered,” but there’s no box at your door. Here’s how to explain what the record says, what you found, and what help you need.
The Big Idea
ORDER → PROBLEM → EVIDENCE → RESOLUTION
Ten useful phrases
1. My package hasn’t arrived.
Start with what you expected to receive.
2. The tracking says delivered.
Use this when the tracking update and your experience differ.
3. I can’t find the parcel.
“Parcel” and “package” both work here.
4. Could you check the delivery address?
Ask the agent to check the address on the order.
5. The box arrived damaged.
Use “the box” if you do not yet know whether the contents are damaged.
6. An item is missing from my order.
Name the missing item so the agent can identify it.
7. I have photos of the damage.
Ask how to send the photos through the official support channel.
8. Can you open a support case?
A “case” is a record the support team can follow up on.
9. Can I request a replacement or refund?
Ask which options are available for this order.
10. When should I expect an update?
Confirm the next step and when to follow up.
Real-world conversation
Customer: “The tracking says delivered, but I can’t find my package.”
Agent: “Could you confirm the delivery address?”
Customer: “Yes. It’s the address on my order.”
Agent: “I’ll open a case and send a reference number.”
Four Finger Rule
WANT TO: State your goal.
HAVE TO: Explain the important facts.
NEED TO: Ask for a specific action or answer.
MIGHT: Prepare for a delay, mistake, or clarification.
Before You Go — Mission
Practise the dialogue with a partner. Change one detail and ask them to repeat the next step. Finish by saying: “Just to confirm…”
Practical tip
Do not share full payment-card details or passwords in public messages. Save tracking details and photos.
Stop memorizing English. Start using it.
Learn it. Prepare for it. Go use it.
Keep practising
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