A complaint call script for an order not delivered is a structured conversation that helps guide customer support agents acknowledge frustration, investigate missing shipments, and resolve the issue quickly while protecting customer trust and satisfaction.
When Should You Use This Call Script?
This script is helpful when an annoyed, frustrated or concerned customer contacts support about:
An order marked as delivered but not received
A package that has not arrived by the expected delivery date
A shipment showing no tracking updates
A customer requesting a refund or replacement due to non-delivery
Repeated delivery issues from the same customer
Ecommerce Call Script Overview
Industry: E-commerce / Retail
Use Case: Customer Complaint – Order Not Delivered
Call Type: Inbound
Customer Emotion: Concerned, frustrated or suspicious
Primary Goal: Investigate and resolve the missing order
Secondary Goal: Retain the customer and restore trust
Complaint Call Script Template for Food Delivery Delays
Opening & Acknowledgment
“Thanks for calling [Company Name]. My name is [Agent Name].
I’m really sorry to hear that your order hasn’t arrived yet. I understand how frustrating it is to expect a package and not receive it.”
Purpose:
Immediately acknowledges the issue
Shows empathy before asking questions
“Thanks for calling [Company Name]. My name is [Agent Name].
I’m really sorry about the delay with your order — I understand how frustrating it is to be waiting for food, especially when you’re expecting it by a certain time.”
Purpose:
Immediately acknowledges the issue
Shows empathy before asking questions
Issue Confirmation & Clarification
“To make sure I understand correctly, your order was expected on [Expected Delivery Date], and you haven’t received it. Is that right?”
“Can you please provide your order number or the email address associated with the purchase so I can take a closer look?”
Purpose:
Confirms the details without placing blame
Shows the agent is actively investigating
Investigation & Verification
“Thank you for that information. I’m reviewing the tracking details now.”
If marked delivered:
“I see the package was marked as delivered on [Delivery Date]. Sometimes carriers leave packages in secure locations. Have you had a chance to check around your property or with neighbors?”
If still in transit:
“It appears the shipment is still in transit and may be delayed. Let me check the latest carrier update for you.”
Purpose:
Gathers necessary context
Avoids assuming fault
Keeps the customer informed
Empathy & Ownership
“I completely understand why this would be concerning. I’m going to take ownership of this and make sure we find the right resolution for you today.”
Purpose:
Reassures the customer they are being helped
Signals accountability
Resolution Options
“Here’s what I can do for you today:
I can send a replacement item at no additional cost
I can issue a full refund to your original payment method
If the carrier requires a short investigation period, I can open that case immediately and monitor it for you”
“Which option works best for you?”
Purpose:
Gives the customer control
Speeds up resolution
Action Confirmation
“I’ve gone ahead and [processed your refund / arranged the replacement / opened the carrier investigation].
You’ll receive a confirmation shortly via [email/SMS].
If a refund was issued, it should appear within [timeframe]. If a replacement was sent, you’ll receive tracking details once it ships.”
Reassurance & Retention
“We truly appreciate you bringing this to our attention. I’m sorry again for the inconvenience, and we’ll continue working to ensure this doesn’t happen again.”
Optional retention line:
“As a thank-you for your patience, I’ve also added [a discount / account credit] to your account.”
Closing the Call
“Thank you for calling [Company Name], and again, I apologize for the inconvenience. We appreciate your business.
Is there anything else I can assist you with today?”
Agent Personalization Notes
Replace the following placeholders as needed:
[Company Name]
[Agent Name]
[Expected Delivery Date]
[Order Number]
[Refund Amount or Replacement Item]
This script can be adapted for chat, email, or SMS with minimal changes.
Best Practices for Handling Order Not Delivered Complaints
Acknowledge frustration immediately
Verify delivery details before offering resolution
Avoid blaming carriers or external partners
Offer clear resolution options quickly
Provide specific timelines for refunds or replacements
End the call with reassurance and appreciation
