Which Spanish phrases matter most here?

“Dígame, ¿en qué puedo ayudarle?” (Hello, how can I help you); “Mi paquete no ha llegado todavía.” (My parcel still hasn’t arrived); “Aparece como entregado, pero no lo he recibido.” (It shows as delivered, 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 Spain. Frasa, an iPhone app, lets you save these phrases and rehearse them out loud.

Spanish phrases for a missed or lost delivery in Spain

When you call the courier, say what the problem is: “Mi paquete no ha llegado todavía” or “Aparece como entregado, pero no lo he recibido”. Have the tracking number ready: “Este es el número de seguimiento”. Ask “¿Pueden volver a traerlo mañana?”, and before you hang up, ask for a reference number.

Try it · about two minutes

Your online order says it was delivered, but nothing arrived, so you call the courier to sort it out.

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

How does the conversation usually go?

Courier agent
Dígame, ¿en qué puedo ayudarle?
Hello, how can I help you?
You
Mi paquete no ha llegado todavía.
My parcel still hasn’t arrived.
Courier agent
¿Me puede dar el número de seguimiento?
Could you give me the tracking number?
You
Este es el número de seguimiento.
This is the tracking number.
Courier agent
¿Qué lleva dentro?
What’s inside?
You
Es una caja con dos libros.
It’s a box with two books.
The agent checks the courier’s record for yesterday and reads it out to you.
You
El repartidor no ha llamado al timbre.
The delivery driver didn’t ring the bell.
Courier agent
Tarda de dos a tres días laborables.
It takes two to three working days.
You
¿Pueden volver a traerlo mañana?
Could you deliver it again tomorrow?
Courier agent
¿Algo más?
Anything else?
You
¿Me puede dar un número de incidencia?
Could you give me a reference number for the issue?

Which Spanish phrases do you need?

Dígame, ¿en qué puedo ayudarle?
Hello, how can I help you?
Mi paquete no ha llegado todavía.
My parcel still hasn’t arrived.
Aparece como entregado, pero no lo he recibido.
It shows as delivered, but I haven’t received it.
Este es el número de seguimiento.
This is the tracking number.
¿Qué lleva dentro?
What’s inside?
El repartidor no ha llamado al timbre.
The delivery driver didn’t ring the bell.
¿Pueden volver a traerlo mañana?
Could you deliver it again tomorrow?
Quiero reclamar un paquete que se ha perdido.
I want to make a claim for a lost parcel.
¿Me puede dar un número de incidencia?
Could you give me a reference number for the issue?
Tarda de dos a tres días laborables.
It takes two to three working days.

What is worth knowing in Spain?

How the call goes

1
Have your order and tracking numbers ready before you call.
This is the tracking number.
2
Say what the tracking shows and what actually happened.
It shows as delivered, but I haven’t received it.
3
Ask for a new delivery, or for it to be left with someone.
Could you deliver it again tomorrow?
4
Before you hang up, ask for a reference number.
Could you give me a reference number for the issue?

Usted on the phone

With the agent

¿Me puede dar un número de incidencia?

Could you give me a reference number for the issue?

Too casual

¿Me puedes dar un número de incidencia?

Can you give me a reference number for the issue?

Customer-service agents usually use usted, so you hear “puede” and “ayudarle”. Use it back with them.

Ask them to repeat

A phone line and fast Spanish are hard together. Asking someone to repeat or slow down is normal, and agents expect it.

¿Me lo puede repetir, por favor?

Could you repeat that, please?

Questions about this situation

Which Spanish phrases matter most here?: “Dígame, ¿en qué puedo ayudarle?” (Hello, how can I help you); “Mi paquete no ha llegado todavía.” (My parcel still hasn’t arrived); “Aparece como entregado, pero no lo he recibido.” (It shows as delivered, 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 Spain. Frasa, an iPhone app, lets you save these phrases and rehearse them out loud.

Related situations in Spanish

All situations in Spanish

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.