Replying to a Delayed Delivery Email
CEFR: B1
Read/Listen first
Yesterday afternoon, a customer emailed about a delayed delivery. They had placed an order after noon on Friday, so our team didn’t ship it until Monday. While I was reviewing the order record, I noticed that the next‑day option only applies to requests made before noon. Since then, the tracking page has shown “in transit”, and the client has been asking what has happened. I have checked with the shipping department, and I have attached the updated documentation. The goods will arrive before 5 p.m. on Tuesday, although the courier might call first. If you need the items sooner, we could arrange an alternative service, but it would cost extra. Please confirm that these arrangements are OK, and tell me the box number you received, in case another parcel is missing or damaged. I’m sorry for the inconvenience, and I will follow up as soon as the driver scans the final stop.⚡ Learning goals
- Can explain a delivery delay clearly and politely in an email.
- Can confirm shipping arrangements and ask for a specific detail (box number).
- Can offer an alternative option using polite conditional language.
✨ Key language
- Please confirm that these arrangements are OK. “Please confirm that these arrangements are OK.”
- I have checked with the shipping department. “I have checked with the shipping department.”
- We could arrange an alternative service, but it would cost extra. “We could arrange an alternative service, but it would cost extra.”
⚙️ Rules & Grammar — 4 Structures
1️⃣ Present perfect for updates
Rule: Use have/has + past participle to give an update that matters now (e.g., what you have already done).Examples: I have checked with the shipping department; I have attached the updated documentation; The tracking page has shown “in transit”
Common pitfall + fix: Using past simple for a current update — Use present perfect when the result is important now.
Which sentence is an update relevant now?
Tip: Choose present perfect for an update you can report now.
Fill with the best answer: I ___ attached the updated documentation.
Tip: Use “have” with I/you/we/they: I have attached.
2️⃣ Past continuous for background
Rule: Use was/were + -ing to describe an action in progress in the background.Examples: While I was reviewing the order record, I noticed the rule; The client was asking what had happened; I was checking details when the courier message arrived
Common pitfall + fix: Forgetting “was/were” — Add was/were before the -ing form.
Choose the best background action:
Tip: Use past continuous after “while” for background actions.
Fill with the best answer: While I ___ the order record, I noticed the next‑day rule.
Tip: Past continuous: was/were + verb-ing.
3️⃣ Future (will) for promises and timing
Rule: Use will + base verb to promise an action or state a decision now.Examples: The goods will arrive before 5 p.m. on Tuesday; I will follow up as soon as the driver scans the final stop; The courier will call first if needed
Common pitfall + fix: Using present simple for a promise — Use will to show commitment: I will follow up.
Which sentence is a promise?
Tip: “Will” shows a promise or decision made now.
Fill with the best answer: I ___ follow up as soon as the driver scans the final stop.
Tip: Use “will” to promise a future action.
4️⃣ Conditionals (could/would) for options
Rule: Use could to offer an option politely, and would to talk about its result or cost.Examples: If you need the items sooner, we could arrange an alternative service; It would cost extra; If another parcel is missing, we could replace it
Common pitfall + fix: Sounding too direct (imperatives) — Use could/would to soften your offer.
Which option sounds most polite?
Tip: Could = polite option; would = result/price.
Fill with the best answer: We could arrange an alternative service, but it ___ cost extra.
Tip: After “but”, use would to describe the consequence.
✍️ Vocabulary
delayed delivery
Meaning: a shipment that arrives later than expectedSynonyms: late arrival, postponed shipment
Chunk/Idiom: due to a delay
Example: We apologize for the delayed delivery.
Morphology: noun: delay/delivery; adj.: delayed; verb: delay; adv.: late
Self-practice: Write one sentence apologizing for a delayed delivery.
tracking
Meaning: checking where a shipment is and its statusSynonyms: monitoring, tracing
Chunk/Idiom: tracking page
Example: The tracking page has shown “in transit”.
Morphology: noun: tracking; verb: track; adj.: trackable; adv.: closely
Self-practice: Ask the customer to check the tracking page.
shipping department
Meaning: the team that prepares and sends ordersSynonyms: dispatch team, logistics unit
Chunk/Idiom: check with the shipping department
Example: I have checked with the shipping department.
Morphology: noun: department/shipping; verb: ship; adj.: shipping; adv.: promptly
Self-practice: Write a polite update using “have checked”.
documentation
Meaning: official papers or files that prove details of an orderSynonyms: paperwork, records
Chunk/Idiom: attached documentation
Example: I have attached the updated documentation.
Morphology: noun: documentation; verb: document; adj.: documented; adv.: fully
Self-practice: Say you attached documentation and ask for confirmation.
courier
Meaning: a person or company that delivers packagesSynonyms: delivery driver, carrier
Chunk/Idiom: the courier might call first
Example: The courier might call first.
Morphology: noun: courier; verb: deliver; adj.: delivered; adv.: safely
Self-practice: Write one sentence about a courier calling the customer.
parcel
Meaning: a package sent by post or courierSynonyms: package, box
Chunk/Idiom: missing or damaged parcel
Example: Tell me the box number you received.
Morphology: noun: parcel; verb: package; adj.: missing/damaged; adv.: separately
Self-practice: Ask for the box number in case a parcel is missing.
☁️ Examples (+ audio)
I have attached the updated documentation for your order.
The goods will arrive before 5 p.m. on Tuesday.
While I was reviewing the record, I noticed the next‑day rule.
We could arrange an alternative service, but it would cost extra.
✏️ Exercises
Grammar
Which sentence is best to give an update in an email?
Tip: Use present perfect to report a current update.
Choose the best sentence for background information:
Tip: Use was/were + -ing after “while”.
Fill with the best answer:
The goods ___ arrive before 5 p.m. on Tuesday.Tip: “Will” is used for promises and future timing.
Fill with the best answer:
We could arrange an alternative service, but it ___ cost extra.Tip: “Would” describes the consequence or cost.
Vocabulary & Comprehension
Which word means “checking where a shipment is”?
Tip: Tracking helps you follow a delivery’s status.
Which sentence asks the customer to agree to the plan?
Tip: Confirming arrangements is common in business emails.
Fill with the best answer:
I have checked with the ___.Tip: This is the team that prepares and sends orders.
Fill with the best answer:
Please tell me the ___ you received.Tip: This detail helps us trace missing parcels.
✅ Guided practice
Mini-dialogue:
A: Hello, I’m following up about my delayed delivery. Could you update me?B: Yes. I have checked with the shipping department, and it will arrive on Tuesday.
A: Thanks. If it’s missing, what should I do?
Why this matters:
Clear updates reduce frustration. Confirming arrangements avoids misunderstandings. Polite options keep the relationship professional.Verb & Adjective Pack:
follow up — “I will follow up after the final scan.”attach — “I have attached the documentation.”
delayed — “We apologize for the delayed delivery.”
missing — “Tell me if any parcel is missing.”
Try & compare:
Fill with the best answer: Please ___ that these arrangements are OK.
Tip: Use the verb that means “agree/verify”.
Self-correction: Fix the sentence: I am sorry for inconvenience.
Tip: Add “the” before “inconvenience”.
Practice aloud: Listen, repeat, then type the sentence.
I have checked with the shipping department.
Tip: Focus on the /ʃ/ sound in “shipping”.