# Late Delivery Role Play: "Where Is My Order?"

> Customer service role play: a parcel is late for an important event. The agent tracks it, sets expectations and offers a practical fix.

Canonical: https://zenmic.com/for/customer-service-training/late-delivery/
Last updated: 2026-09-29

📦 Delivery issues

When a delivery is late, customers need honesty and a plan. The agent checks tracking, tells the truth and offers two options.

## Script (2 speakers)

Customer: Hi, my order hasn't arrived and it's my daughter's birthday present. Her party is Saturday. Agent: Oh no, let's sort this out before Saturday. Can I have the order number? Customer: It's Z-7-7-1-0. Agent: Thanks. <short pause> I can see it's stuck at the regional depot since Tuesday. I'm sorry, that's a delay on our side. Customer: So it won't come in time? Agent: I don't want to promise something I can't guarantee. So here are two options. Agent: I can send a replacement today by express, arriving Friday. Or you can collect it from our store on Main Street tomorrow. Customer: Express to Friday would be perfect. Agent: Done. I've also refunded the shipping fee. You'll get tracking within the hour.

Want your own version? The AI writes a fresh script and casts a voice for every speaker. [Make a New One Like This →](https://zenmic.com/studio/?template=roleplay-training&topic=A+customer+calls+because+a+birthday+present+has+not+arrived+and+the+agent+offers+solutions)

## What Makes This Work

- ✓Connects to what matters (the birthday)
- ✓Is honest about the cause
- ✓Refuses to over-promise
- ✓Offers two concrete options plus a goodwill gesture

## More Examples

[😤 De-escalation Angry Customer Role Play: Refund Request A furious customer wants their money back. The agent calms things down.](https://zenmic.com/for/customer-service-training/angry-customer-refund/) [🧾 Billing Billing Dispute Role Play: "I Was Charged Twice" A customer was double charged and is worried about their account.](https://zenmic.com/for/customer-service-training/billing-dispute/) [💻 Tech support Technical Support Role Play: Frustrated Customer A stressed, non-technical customer cannot get their router working.](https://zenmic.com/for/customer-service-training/technical-support/) [✋ Retention Cancellation Request Role Play A member wants to cancel. The agent respects it and offers one relevant option.](https://zenmic.com/for/customer-service-training/cancellation-request/)

[← All Customer Service Role Play Scenarios](https://zenmic.com/for/customer-service-training/)

## Make Your Own Version

Change the names, the product or the situation. The AI rewrites it and voices every speaker.

[Make One Like This →](https://zenmic.com/studio/?template=roleplay-training&topic=A+customer+calls+because+a+birthday+present+has+not+arrived+and+the+agent+offers+solutions)