Late Delivery Concern

Read the situation – Answer the question – Plan – Write your letter.
The following situation is a guide. Feel free to replace it with your own words.

Summary of the Situation

A customer placed an order that was expected to arrive last week, but it still hasn’t been delivered. They’re now reaching out to ask for an update on the shipment. You work in customer service and need to write a polite and reassuring response. In your reply, apologize for the delay, provide any available delivery information, and let the customer know what steps are being taken to resolve the issue.

Audio Block

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Email Received

Subject: Late Delivery Concern

Dear [Company Name],

My order was supposed to arrive last week, but I haven’t received it yet. Can you please provide an update?

Sincerely,
[Customer]

Your Response

Subject: Re: Late Delivery Concern

Dear [Customer],

[Write your email here.]

Best regards,
[Your Name]
Customer Support Team

Checklist Before Submitting

Did you thank the customer for their message?
Did you apologize sincerely for the delay?
Did you give an update or explain the next steps?
Did you close your email politely and professionally?

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