Intermediate · B1 / B2 · Everyday Life

Deliveries & Returns

Your goal: track a delivery, report a missing or damaged item, and arrange a return or refund.

1

Survival Phrases

Tracking

  • I haven't received my order — the tracking hasn't updated in days.
  • It says delivered, but I wasn't in — where was it left?

Missing / damaged

  • One item is missing from the box.
  • The packaging was damaged and the item is cracked.
  • This isn't what I ordered — the size is wrong.

Returns

  • I'd like to return this — what's the process?
  • Could I have a prepaid return label?
  • When should I expect the refund?

Following up

  • It's been ten days and no refund — could you check?
  • Could you escalate this, please?
2

Model Dialogue

Read the dialogue aloud twice — once for each speaker. Notice how B picks up A's words and adds something.

Marina: Hi, I'm calling about order 4471 — it says delivered, but I never got it.

Agent: Let me check… it was signed for by 'J. Costa' at 14:02 yesterday.

Marina: That's odd — there's no J. Costa here. Could a neighbour have taken it?

Agent: Possibly. The driver notes say 'left with neighbour, number 14'.

Marina: Oh, right — I'll check. Also, one item in the box is cracked; the packaging was damaged.

Agent: Sorry about that. I can arrange a replacement or a refund — which would you prefer?

Marina: A refund, please. And could you email a prepaid label for the return?

Agent: Done. Refund within five working days; drop the item at any collection point with the label.

Marina: Perfect, thanks.

3

Register: formal vs informal

SituationMore formalMore informal / natural
ReportingI'm calling about an order that shows as delivered, but I didn't receive it.My order says delivered but it's not here.
Describing damageThe packaging was damaged and the item is cracked.The box was smashed and it's broken.
Choosing resolutionI'd prefer a refund, if that's all right.Refund, please.
Following upIt's been ten days and I've had no refund — could you look into it?Still no refund — can you check?
At B1/B2 the line between formal and informal is often tone and softeners (just, a bit, possibly), not different words. Soften requests when the stakes are higher.
4

Typical Mistakes (B1/B2 & Portuguese interference)

  • I didn't receive nothing. → I didn't receive anything. / I received nothing. ((dupla negativa não existe))
  • The item came broken. → The item arrived damaged / cracked. ((broken ok, mas arrived damaged mais comum))
  • I want my money back. → I'd like a refund, please. ((want soa exigente))
  • Can you send me a label of return? → Could you email a prepaid return label? ((return label))
  • I am waiting the refund. → I'm waiting for the refund. ((wait for))
  • It was delivered for my neighbour. → It was left with a neighbour. ((delivered to / left with))
5

Culture Note

  • 'Left with neighbour' is common in the UK/Europe; check nearby doors before calling.
  • Photos of damaged goods speed up refunds — send them in the first message.
  • Return windows (14/30 days) are real but often extended if you ask; keep the original packaging.
  • Refunds to card take '3–5 working days' as a stock phrase — don't panic if it's day 4.
6

Practical Task

  1. Rebuild the dialogue with a missing item (one of three not in the box).
  2. Record your part only, calm and specific.
  3. Write a short email reporting damage and asking for a refund.
  4. Real-life mission: read a real returns policy in English and find three terms (window, prepaid, restocking).

Before you finish, can you…

  • ☐report a 'delivered but not received'?
  • ☐describe damage clearly?
  • ☐request a refund and a return label?
  • ☐follow up politely after a delay?
Bring your email — the teacher plays an agent who 'can't find' the order.