12 English phrases on this page, sorted by tone, each with a Simplified Chinese translation.
When the customer is upset and you still want to keep the repeat business
Hi [客户名], I’m sorry to hear that you haven’t received order [订单号]. Although the tracking shows it was delivered on [送达日期], we’re happy to help you look into this.
Could you please check around your property, including your mailbox, porch, reception area, or any safe place the driver may have used? It may also be worth asking neighbors or household members.
For order [订单号], the carrier’s tracking number is [追踪号]. We understand this is frustrating, and we’ll support you while we investigate with [承运商].
Thank you for checking. Please send us any details that may help, such as whether your address has a secure delivery location or whether you received a delivery notice.
For routine notices, no emotion
According to [承运商], order [订单号] was delivered on [送达日期]. The delivery record is available here: [送达证明].
We have opened a delivery inquiry with [承运商] for tracking number [追踪号]. Please allow until [联系时限] for the carrier to review the delivery scan and respond.
To help us submit the inquiry, please confirm that the shipping address on order [订单号] is correct and let us know whether anyone else could have accepted the parcel.
Once we receive the carrier’s findings, we’ll update you with the next step. If the parcel cannot be located, we will review the available [解决方案] with you.
When the customer keeps pushing and you need to hold a clear line
Because the tracking shows a completed delivery, we need to wait for [承运商]’s investigation before we can approve a replacement or refund for order [订单号].
Please report the missing parcel to us within [联系时限] and keep any relevant delivery evidence available. Claims submitted after this period may not be accepted by [承运商].
The delivery confirmation for tracking number [追踪号] indicates that the parcel was delivered to the address provided with the order. We cannot confirm a loss until [承运商] completes its review.
If [承运商] confirms a delivery issue, we will proceed with the applicable [解决方案]. If the delivery is confirmed as valid, we may be unable to offer compensation.
About these phrases: each is sorted by CS scenario and tone, with a Chinese back-translation. What matters isn’t just translation accuracy but whether the line lands well in a CS context — because a literal “we can’t refund you” may already have offended the customer.