Everyday English · Read, listen and speak
Reporting a Missing Item in an Order
Explain which item was absent from a delivered order, give a reference and confirm the proposed solution.
Your speaking goal
Describe what you ordered and what arrived, identify the missing item and agree on a clear next step.
Before you start: Imagine an order for two notebooks and a pack of pens. Use the fictional reference C-318. The solutions offered in the dialogue are examples, not a statement of every shop’s policy.
Your six-step practice plan
- Understand: Read the goal and check the useful phrases.
- Listen or read: Follow both roles. Audio is optional.
- Repeat: Say one short line at a time, then join the words smoothly.
- Change details: Replace two details with imaginary ones.
- Role-play: Read the other person’s question, cover your reply and answer aloud. Then swap roles.
- Review: Use the “I can” checks below. Repeat any part that still needs help.
Work at your own pace. A clear message matters more than copying a particular accent.
Listen, read and notice
Roles: Customer and Representative
Browser-generated English voice; availability and sound vary by device. Use the written dialogue if audio is unavailable.
Customer: Hello. An item is missing from the order that arrived today.
Representative: I’m sorry to hear that. What’s your order reference?
Customer: C-318. That’s C as in cat, three, one, eight.
Representative: Thank you. What did you order, and what arrived?
Customer: I ordered two notebooks and a pack of pens. Only the notebooks arrived.
Representative: Have you checked all the packaging?
Customer: Yes. The pack of pens isn’t there.
Representative: We can send the missing pack or refund its cost.
Customer: Please send the pens. Will there be an extra delivery charge?
Representative: No, there’s no extra charge for this replacement.
Customer: Thank you. Could you confirm that in a message?
Representative: Yes. I’ll send a confirmation today.
Useful phrases and what they do
- An item is missing from my order. — Explain that something expected was not in the delivery.
- I ordered ___, but only ___ arrived. — Compare the order with what you actually received.
- Will there be an extra delivery charge? — Check whether the proposed solution adds a cost.
- Could you confirm that in a message? — Request a written record of the agreed next step.
Say it clearly
Make the contrast easy to hear: ‘I ordered TWO NOTEBOOKS and a PACK OF PENS. / Only the NOTEBOOKS arrived.’ Say the order reference one letter or digit at a time.
Build your own replies
I ordered ___, but ___ is missing. Could you check, please? → We can ___ or ___. Which would you prefer?
Ask and check
To be clear, the notebooks arrived. It’s the pack of pens that is missing. → Thank you. I’ll check that item.
Common mistakes and alternatives
‘The pens are missing’ describes their absence. ‘I missed the delivery’ means you were not there to receive it. ‘Refund its cost’ means return the money paid for that item; it does not mean send another item. ‘Order reference’ and ‘order number’ are both common labels.
Check what you understood
Answer aloud before revealing each explanation. Natural replies with the same meaning also count.
Question 1
Which part of the order arrived, and which part is missing?
Show answer 1 and explanation
The two notebooks arrived. The pack of pens is missing. The customer separates these details so the representative can identify the problem.
Question 2
Does the customer choose a refund?
Show answer 2 and explanation
No. The customer asks for the pens to be sent. A refund is offered as an alternative, but it is not the chosen solution.
Question 3
Does ‘I’ll send a confirmation today’ promise that the pens will arrive today?
Show answer 3 and explanation
No. It refers to a confirmation message, not delivery of the pens. The delivery date has not been stated; ‘When should the pens arrive?’ would be a useful follow-up.
Your turn: make it a real exchange
Practise alone: read the other person’s line, cover your reply and answer aloud. Then swap roles. No partner is needed.
Role A
Report one missing item from an imaginary order. Give a fictional reference, explain what arrived and choose between the solutions offered.
Role B
Ask for the reference and the expected contents. Offer two fictional solutions, check the customer’s choice and explain how it will be confirmed.
Make it easier: Keep the model visible and change one detail at a time.
Add a challenge: The representative can arrange the replacement but has not given a delivery date. Ask for an estimated arrival date and repeat the agreed next step.
Ready to move on?
Try again with less reading. Use these checks and repeat any part that needs more practice.
- I can separate the items received from the item missing.
- I can choose a proposed solution and check any extra cost.
- I can distinguish a confirmation message from the delivery itself.