Reply to a missing item in an order
You’re the customer service representative. Read or listen to the customer, check the order and choose the reply you can promise.
The customer’s message
“Hello. I ordered two notebooks and a pack of pens. Only the notebooks arrived. Please send the missing pens. Could you confirm that in a message?”
What you can confirm
- Replacement
- One pack of pens, at no extra charge.
- Today
- You agreed to send written confirmation today.
- Delivery date
- The date the pens will arrive is still unknown.
Which reply keeps your promise?
One question. Select a reply to see its explanation. You can try another.
“Your replacement pens will arrive today.”
Try again. Today is when you promised to send the message. There is no delivery date for the pens yet.
“We’ll send the missing pack of pens at no extra charge.”
Correct. This confirms the item and the cost. “We’ll send” promises the action you can take and leaves the arrival date open.
“We’ll refund the full cost of your order.”
Try again. The customer chose replacement pens. The notebooks arrived, and nobody agreed to a refund for the order.
Write your own reply (optional)
Write two sentences. First acknowledge the missing pens. Then confirm what you’ll send and whether it costs extra.
Use the fictional order details. You can open the example at any time.
Compare with a model reply
“I’m sorry the pens were missing from order C-318. We’ll send you a replacement pack at no extra charge.”
Other wording works too. Did you name the missing item, confirm the replacement and explain the cost?