Which German phrases matter most here?

“Da steht zugestellt, aber ich habe nichts bekommen.” (It says delivered, but I got nothing); “Es sollte gestern ankommen, aber es ist nichts gekommen.” (It was due yesterday, but nothing came); “Mein Nachbar hat es angenommen, aber ich habe es nicht bekommen.” (My neighbour took it, but I haven’t received it). The full list is above.

Can I hear how they sound?

Yes: press the speaker next to a phrase to hear it, recorded for the Frasa app.

How can I practise this conversation?

Press “Start the conversation” above to play it through and choose your replies, with a note on why some fit better in Germany. Frasa, an iPhone app, lets you save these phrases and rehearse them out loud.

German phrases for a missed or lost delivery in Germany

Phone the courier and say what the tracking shows: “Da steht zugestellt, aber ich habe nichts bekommen”. Expect to give your name, spelling it if needed, and a phone number. Ask for a call back with “Können Sie mich bitte zurückrufen?”. If you only missed the courier, ask “Kann ich einen neuen Liefertermin wählen?”.

Try it · about two minutes

Your online order shows as delivered but never arrived, so you phone the courier’s customer service.

Sound on: the courier agent speaks German. You choose what to say back, and Frasa tells you why it works.

How does the conversation usually go?

Courier agent
Wie kann ich Ihnen helfen?
How can I help you?
You
Da steht zugestellt, aber ich habe nichts bekommen.
It says delivered, but I got nothing.
Courier agent
Wie ist Ihr Name, bitte?
Can I have your name, please?
You
Ich buchstabiere Ihnen meinen Namen.
Let me spell my name for you.
Courier agent
Ich stelle Sie jetzt in die Warteschleife.
I’m putting you on hold now.
You
Ich warte gern, wenn es nicht zu lange dauert.
I’ll hold if it won’t take too long.
Courier agent
Danke fürs Warten. Laut System hat Ihr Nachbar das Paket gestern angenommen.
Thanks for waiting. According to the system, your neighbour took the parcel yesterday.
You
Mein Nachbar hat es angenommen, aber ich habe es nicht bekommen.
My neighbour took it, but I haven’t received it.
Courier agent
Das tut mir leid, ich kümmere mich sofort darum.
I’m sorry, I’ll take care of it right away.
You
Können Sie mich bitte zurückrufen?
Can you call me back, please?
Courier agent
Wie ist Ihre Telefonnummer?
What is your phone number?
You
Null eins sieben sechs, zwei drei vier, fünf sechs sieben acht.
Zero one seven six, two three four, five six seven eight.

Which German phrases do you need?

Da steht zugestellt, aber ich habe nichts bekommen.
It says delivered, but I got nothing.
Es sollte gestern ankommen, aber es ist nichts gekommen.
It was due yesterday, but nothing came.
Mein Nachbar hat es angenommen, aber ich habe es nicht bekommen.
My neighbour took it, but I haven’t received it.
Ich habe eine Benachrichtigung über eine verpasste Lieferung bekommen.
I got a notice about a missed delivery.
Kann ich einen neuen Liefertermin wählen?
Can I choose a new delivery date?
Wo kann ich mein Paket abholen?
Where can I collect my parcel?
Wann macht der Paketshop zu?
When does the pickup point close?
Können Sie mich bitte zurückrufen?
Can you call me back, please?
Ich brauche einen Zustellnachweis.
I need proof of delivery.
Ich buchstabiere Ihnen meinen Namen.
Let me spell my name for you.

What is worth knowing in Germany?

How the call goes

1
Many couriers start with a voice menu. Listen for the number to press for customer service.
Press one for customer service.
2
Have your name, the tracking or order number and a phone number ready. The agent will ask for them.
3
Say what the tracking shows and what you found, in one or two plain sentences.
It says delivered, but I got nothing.

Check the courier’s note first

If you were out, the courier often leaves a note or sends a message saying where the parcel went, for example to a neighbour or to a pickup point. Check it before you call. If you need to know who took it, you can ask for proof of delivery.

Ich brauche einen Zustellnachweis.

I need proof of delivery.

Spelling your name

Agents often ask you to spell your name. Practise the German letter names first: W is “weh”, V is “fau”, J is “jot”. Say them slowly and you will usually be understood the first time.

Ich buchstabiere Ihnen meinen Namen.

Let me spell my name for you.

Questions about this situation

Which German phrases matter most here?: “Da steht zugestellt, aber ich habe nichts bekommen.” (It says delivered, but I got nothing); “Es sollte gestern ankommen, aber es ist nichts gekommen.” (It was due yesterday, but nothing came); “Mein Nachbar hat es angenommen, aber ich habe es nicht bekommen.” (My neighbour took it, but I haven’t received it). The full list is above.
Can I hear how they sound?: Yes: press the speaker next to a phrase to hear it, recorded for the Frasa app.
How can I practise this conversation?: Press “Start the conversation” above to play it through and choose your replies, with a note on why some fit better in Germany. Frasa, an iPhone app, lets you save these phrases and rehearse them out loud.

Related situations in German

All situations in German

Practise these phrases in Frasa

Frasa is an iPhone app for the conversations in front of you. Save phrases like these, rehearse them out loud, and they come back until they stick.

Try free on the App Store (opens the App Store in a new tab)

AI-generated. May be inaccurate.