Daily lifeSpeaking roleplay

Returning an item in English

Explain what is wrong, ask for a refund or an exchange and manage without a receipt, out loud, with a shop assistant who reacts to what you say.

Your level

Nadia, shop assistant

Hi there, what can I do for you?

Your goal Return something that broke, explain the problem and choose what you want.

Example conversation: returning an item

How the roleplay can go at each level, with answers that work. In the roleplay, Nadia reacts to your own words, so it can go differently.

BeginnerSay what's wrong and ask for a refund or a different size.

IntermediateReturn something that broke, explain the problem and choose what you want.

Nadia
Hi there, what can I do for you?
You
I bought these headphones here, and they've stopped working.
Nadia
Oh no, sorry about that. When did you buy it, roughly?
You
About two weeks ago. It stopped working on Saturday.
Nadia
Have you got the receipt, or the card you paid with?
You
I paid by card. Here it is.
Nadia
That's fine, I can find it. We're out of that colour. Another one, or a refund?
You
I'd prefer a refund, please. How long does it take?
Nadia
Sure. It takes a few days to show. All sorted. Sorry for the trouble.

Upper intermediateReturn something without a receipt and agree on a fair outcome.

Nadia
Hi, how can I help?
You
I was hoping to get a refund on this. It broke the first time I used it.
Nadia
I see. Do you have the receipt with you?
You
I'm afraid I've lost it, actually.
Nadia
Without one it's tricky. Did you pay by card?
You
Yes, by card. I can show you on my banking app.
Nadia
Good, I can look it up. Has it been used at all?
You
It's only been used once.
Nadia
I see. It's past thirty days, so normally it's store credit only.
You
Is there any way you could do a refund? It broke the first time.
Nadia
Bear with me… My manager says a refund is fine. There you go. Thanks for your patience.

The phrases the roleplay listens for at each level. Use one and it lights up in the roleplay.

Beginner

Intermediate

Upper intermediate

Things people often say here, and a more natural way to say them. If you say one in the roleplay, you see the fix under your answer.

Instead ofThis is broken I want my money.
SayThis is broken Can I get a refund.
“Can I get a refund?” is the polite way to ask.
Instead ofIs too big for me?
SayIt's too big for me.
English needs “it” here: it’s too big.
Instead ofI want to give back it.
SayI want to give it back.
With “it”, it goes in the middle: bring it back.
Instead ofCan I change it with a medium?
SayCan I change it for a medium?
We change one thing for another: change it for a medium.
Instead ofIt doesn't function.
SayIt doesn't work.
For machines, we say “work”: it doesn’t work.
Instead ofI would prefer to give me the money back.
SayI'd prefer a refund.
Short and clear: “I’d prefer a refund.”
Instead ofI have no the receipt.
SayI don't have the receipt.
To say no, use “don’t have”: I don’t have the receipt.
Instead ofI bought them before two weeks.
SayI bought them two weeks ago.
For the past, say “two weeks ago”.
Instead ofI demand my money back.
SayI'd really like my money back.
Firm but polite works better: “I’d really like a refund.”
Instead ofI used it only one time.
SayI used it only once.
“Once” is more natural than “one time”.
Instead ofIt is broken since I bought it.
SayIt's been broken since I bought it.
With “since”, use “has been”: it’s been broken since Monday.
Instead ofIs there any possibility to get a refund?
SayIs there any way to get a refund?
“Is there any way to…?” sounds more natural.

Eleven more everyday situations, each at three levels. See them all.