Returning an item

Everyday English Conversations

A printable worksheet for conversation-based English lessons.

Difficulty: Intermediate B1

PDF: Returning an item

Warm-up

Have you ever returned something to a shop? (Yes, I have. I returned...)

Vocabulary Match

exchange •• give back
within •• paper
process •• money back
return •• do
receipt •• swap
refund •• inside

Vocabulary Answers

exchangeswap
withininside
processdo
returngive back
receiptpaper
refundmoney back

Conversation

Fill in the blanks with words from above.

A customer wants to return a sweater because it's too small. She talks with the staff about getting a refund.
Customer:Excuse me, I'd like to ________ this sweater.
Staff:Of course. May I ask why you're returning it?
Customer:It's too small, and I couldn't find a bigger size.
Staff:I see. Do you have the ________?
Customer:Yes, here you go.
Staff:Thank you. Would you like a ________ or would you prefer to ________ it?
Customer:A refund, please.
Staff:No problem. I'll ________ that for you now. The money will go back to your card ________ a few days.
Customer:Great, thanks!
Staff:You're welcome. Have a nice day!
Customer:Excuse me, I'd like to return this sweater.
Staff:Of course. May I ask why you're returning it?
Customer:It's too small, and I couldn't find a bigger size.
Staff:I see. Do you have the receipt?
Customer:Yes, here you go.
Staff:Thank you. Would you like a refund or would you prefer to exchange it?
Customer:A refund, please.
Staff:No problem. I'll process that for you now. The money will go back to your card within a few days.
Customer:Great, thanks!
Staff:You're welcome. Have a nice day!

Quiz

  1. Why does the customer want to return the sweater?
  2. What does the staff ask the customer to give her?
  3. What options does the staff offer the customer for the return?
  4. How long will it take for the refund to go back to the customer's card?

Quiz Answers (examples)

  1. It's too small.
  2. The receipt.
  3. A refund or exchange.
  4. A few days.

True or False

  1. The customer found a bigger size. T F
  2. The staff says the refund will be immediate. T F
  3. The customer receives the refund in cash. T F

True or False Answers

  1. False
  2. False
  3. False

Discussion

  1. Have you ever bought something that was the wrong size?
  2. Do you prefer a refund or an exchange? Why?
  3. What is the easiest item to return?
  4. Think of some items and reasons to return them.

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