{ "id": "shop-return", "title": "Returning something", "group": "daily", "partner": { "name": "Nadia", "role": "shop assistant" }, "topic": [ "return*", "refund*", "exchange*", "receipt", "money", "shop", "store", "bought", "buy", "broken", "broke", "faulty", "damaged", "size", "colour", "color", "fit*", "box", "credit", "manager", "headphones", "jacket", "shirt", "shoes", "dress" ], "levels": { "A2": { "goal": "Say what's wrong and ask for a refund or a different size.", "phrases": [ { "text": "I'd like to return this.", "re": "\\breturn (this|it|these|them)\\b" }, { "text": "It's too small.", "re": "\\btoo (small|big|long|short|tight|large)\\b" }, { "text": "Here's the receipt.", "re": "\\bhere(?:'s| is) (the|my) receipt\\b" }, { "text": "Can I change it for…?", "re": "\\b(change|exchange|swap) (it|this|them) for\\b" }, { "text": "Can I get a refund?", "re": "\\brefund\\b" } ], "words": [ { "w": "a refund", "m": "your money back" }, { "w": "an exchange", "m": "a different one instead of this one" }, { "w": "a receipt", "m": "the paper that shows you paid" } ], "steps": [ { "id": "return", "task": "Say why you are here", "say": "Hi, can I help you?", "hint": "Are you here to bring something back?", "model": "Yes, I'd like to return this, please.", "options": [ { "id": "return", "any": [ "return*", "return this", "to return", "bring back", "brought back", "bring it back", "bring this back", "give back", "take back", "refund*", "exchange*", "change it", "change this", "swap", "problem", "wrong", "broken", "broke", "doesn't work", "too small", "too big", "doesn't fit", "bought this", "bought it", "bought these" ], "reply": "@of-course" } ], "tests": { "on": [ "yes I'd like to return this please", "I want a refund", "excuse me I want to return this", "this is broken", "I bought this jacket last week and it is too small" ], "partly": [ "yes please", "hello" ], "off": [ "where is the train station" ] } }, { "id": "wrong", "task": "Say what's wrong", "say": "What's wrong with it?", "hint": "Is it too big, too small, or broken?", "model": "It's too small for me.", "options": [ { "id": "size", "any": [ "small", "big", "large", "tight", "loose", "long", "short", "little", "doesn't fit", "don't fit", "not fit", "fit*", "size", "wrong size" ], "reply": "It doesn't fit? No problem." }, { "id": "broken", "any": [ "broken", "broke", "doesn't work", "don't work", "not working", "isn't working", "stopped", "damaged", "hole", "dirty", "torn", "missing", "crack*", "faulty", "button", "zip", "stain*" ], "reply": "Oh no, I'm sorry about that." }, { "id": "other", "any": [ "colour", "color", "don't like", "didn't like", "ugly", "present", "gift", "changed my mind", "don't need", "wrong", "different" ], "reply": "@i-see" } ], "tests": { "on": [ "it's too small for me => size", "it's broken => broken", "it doesn't fit => size", "I don't like the colour => other", "there is a hole in it => broken", "it's the wrong size => size" ], "partly": [ "here is the receipt" ], "off": [ "my cat likes to sleep on the sofa" ] } }, { "id": "receipt", "task": "Answer about the receipt", "say": "Do you have the receipt?", "hint": "Do you have the paper from when you paid?", "model": "Yes, here's the receipt.", "options": [ { "id": "no", "any": [ "no", "don't have", "lost", "lost it", "lost the receipt", "lost my receipt", "can't find", "threw", "not with me", "forgot", "at home", "no receipt", "haven't got", "didn't keep" ], "reply": "That's okay. I can check your card." }, { "id": "yes", "any": [ "yes", "yeah", "here", "here you are", "here you go", "here it is", "receipt", "have it", "got it", "on my phone", "email*" ], "reply": "@thanks" } ], "tests": { "on": [ "yes here's the receipt => yes", "no I lost it => no", "I don't have it => no", "it's on my phone => yes", "I'm sorry I don't have the receipt => no" ], "partly": [ "it's too small" ], "off": [ "I am going to the cinema tonight" ] } }, { "id": "choice", "task": "Choose a refund or an exchange", "say": "Would you like a refund or an exchange?", "hint": "Do you want your money back, or a different one?", "model": "Can I change it for a medium, please?", "options": [ { "id": "refund", "any": [ "refund*", "money back", "my money", "money", "back on my card", "cash", "pay back" ], "reply": "I'll put the money back on your card." }, { "id": "exchange", "any": [ "exchange*", "change*", "swap*", "different", "another", "new one", "other one", "medium", "small*", "large*", "big*", "other size", "other colour", "other color", "try" ], "reply": "Sure, let me get you another one." } ], "tests": { "on": [ "a refund please => refund", "can I change it for a medium => exchange", "I want my money back => refund", "an exchange please => exchange", "no refund I'd like a bigger one => exchange" ], "partly": [ "here is the receipt" ], "off": [ "I like playing tennis on Sundays" ] } } ], "close": "All done. Have a nice day!", "watch": [ { "re": "\\bi want (?:my |the )?money(?: back)?\\b", "better": "Can I get a refund", "note": "“Can I get a refund?” is the polite way to ask.", "tests": { "yes": [ "this is broken I want my money", "I want my money back" ], "no": [ "can I get a refund", "I want a refund" ] } }, { "re": "(?:^|(?<=\\b(?:and|but|because|so|yes|no|sorry|um|oh) ))is (too|really|very|a bit) (big|small|long|short|tight|loose|large)\\b", "better": "it's $1 $2", "note": "English needs “it” here: it’s too big.", "tests": { "yes": [ "Is too big for me", "yes because is too small" ], "no": [ "it is too big", "this is too small", "it's too small" ] } }, { "re": "\\b(give|bring|take|gave|brought|took) back (it|them)\\b", "better": "$1 $2 back", "note": "With “it”, it goes in the middle: bring it back.", "tests": { "yes": [ "I want to give back it", "can I bring back them" ], "no": [ "I want to bring it back", "I brought back the jacket" ] } }, { "re": "\\b(change|exchange|swap) (it|this|them) with\\b", "better": "$1 $2 for", "note": "We change one thing for another: change it for a medium.", "tests": { "yes": [ "can I change it with a medium" ], "no": [ "can I change it for a medium" ] } } ] }, "B1": { "goal": "Return something that broke, explain the problem and choose what you want.", "phrases": [ { "text": "It stopped working after…", "re": "\\bstopped working\\b" }, { "text": "I'd prefer a refund.", "re": "\\b(i'd|i would) prefer\\b" }, { "text": "Could you check if you have one in…?", "re": "\\bcheck if\\b|\\bhave (one|it|them) in\\b" }, { "text": "How long does the refund take?", "re": "\\bhow long does\\b" }, { "text": "I paid by card.", "re": "\\bpaid (by|with) (card|cash)\\b" } ], "words": [ { "w": "faulty", "m": "not working properly" }, { "w": "in stock", "m": "the shop has it now" }, { "w": "to order something in", "m": "to ask for it to come to the shop" } ], "steps": [ { "id": "problem", "task": "Explain the problem", "say": "Hi there, what can I do for you?", "hint": "Did you buy something that doesn't work?", "model": "I bought these headphones here, and they've stopped working.", "options": [ { "id": "broken", "any": [ "stopped", "stop working", "broken", "broke", "doesn't work", "don't work", "not working", "isn't working", "aren't working", "won't work", "won't turn on", "won't charge", "faulty", "damaged", "crack*", "screen", "battery", "charg*", "turn on", "switch on", "sound", "no sound", "one side", "left side", "right side", "problem", "return*", "refund*", "exchange*", "bring back", "brought back", "bought" ], "reply": "Oh no, sorry about that." } ], "tests": { "on": [ "I bought these headphones here and they've stopped working", "my phone charger doesn't work", "I'd like to return these", "the left side has no sound" ], "partly": [ "hello", "yes" ], "off": [ "can you tell me the way to the museum" ] } }, { "id": "when", "task": "Say when you bought it", "say": "When did you buy it, roughly?", "hint": "Was it last week? Last month?", "model": "About two weeks ago. It stopped working on Saturday.", "options": [ { "id": "time", "any": [ "day*", "week*", "month*", "yesterday", "ago", "last week", "last month", "last weekend", "last year", "this year", "monday", "tuesday", "wednesday", "thursday", "friday", "saturday", "sunday", "january", "february", "march", "april", "may", "june", "july", "august", "september", "october", "november", "december", "weekend", "christmas", "birthday", "summer", "winter", "/\\b\\d+\\b/", "two", "three", "four", "a few", "couple", "recently", "not long" ] } ], "tests": { "on": [ "about two weeks ago", "last month", "on Saturday", "in January" ], "partly": [ "it's broken" ], "off": [ "I really like this music" ] } }, { "id": "receipt", "task": "Show you bought it here", "say": "Have you got the receipt, or the card you paid with?", "hint": "The receipt, or your bank card?", "model": "I paid by card. Here it is.", "options": [ { "id": "card", "any": [ "card", "the card", "my card", "have the card", "paid by card", "by card", "contactless", "phone", "apple pay", "google pay", "debit", "credit", "bank card" ], "reply": "That's fine, I can find it." }, { "id": "none", "any": [ "lost", "lost the receipt", "lost my receipt", "lost it", "don't have", "no receipt", "can't find", "threw", "cash", "haven't got", "didn't keep", "forgot", "at home", "no" ], "reply": "Hmm, that's harder. Let me see." }, { "id": "receipt", "any": [ "receipt", "here you are", "here it is", "here you go", "email*", "yes", "yeah", "got it", "have it" ], "reply": "@perfect" } ], "tests": { "on": [ "I paid by card here it is => card", "here's the receipt => receipt", "no I lost it => none", "I don't have the receipt but I have my card => card", "I paid cash and I lost the receipt => none" ], "partly": [ "it stopped working" ], "off": [ "my brother is a teacher" ] } }, { "id": "choice", "task": "Choose what you want", "say": "We're out of that colour. Another one, or a refund?", "hint": "A different colour, or your money back?", "model": "I'd prefer a refund, please. How long does it take?", "ahead": false, "options": [ { "id": "refund", "any": [ "refund*", "money back", "my money", "back on my card", "cash", "prefer a refund", "how long" ], "reply": "Sure. It takes a few days to show." }, { "id": "check", "any": [ "check", "in stock", "other shop", "another shop", "other store", "another store", "order*", "online", "other branch", "when will", "next week", "warehouse", "wait" ], "reply": "I can order one in. It takes a week." }, { "id": "colour", "any": [ "white", "blue", "red", "grey", "gray", "silver", "pink", "green", "black", "gold", "another colour", "other colour", "different colour", "any colour", "colour is fine", "doesn't matter", "don't mind", "another one", "other one", "exchange*", "swap*", "replace*", "new one" ], "reply": "Great, I'll get you a new one." } ], "tests": { "on": [ "I'd prefer a refund please. How long does it take => refund", "blue is fine => colour", "could you check if you have one in black => check", "another colour is fine => colour", "how long does the refund take => refund", "I don't mind the colour => colour" ], "partly": [ "it stopped working" ], "off": [ "I need to call my mum" ] } } ], "close": "All sorted. Sorry for the trouble.", "watch": [ { "re": "\\b(?:doesn't|does not|don't|do not|isn't|is not|aren't|are not) function(?:ing)?\\b", "better": "doesn't work", "note": "For machines, we say “work”: it doesn’t work.", "tests": { "yes": [ "it doesn't function", "the left side is not functioning" ], "no": [ "it doesn't work", "it's stopped working" ] } }, { "re": "\\b(?:i would|i'd) prefer (?:to )?give me (?:the |my )?money(?: back)?\\b", "better": "I'd prefer a refund", "note": "Short and clear: “I’d prefer a refund.”", "tests": { "yes": [ "I would prefer to give me the money back" ], "no": [ "I'd prefer a refund", "I'd prefer to get my money back" ] } }, { "re": "\\bi have (?:no|not) (the|my|a) (receipt|box|card|bag)\\b", "better": "I don't have $1 $2", "note": "To say no, use “don’t have”: I don’t have the receipt.", "tests": { "yes": [ "I have no the receipt", "I have not my receipt" ], "no": [ "I don't have the receipt", "I have no receipt" ] } }, { "re": "\\bbefore ((?:a|an|one|two|three|four|five|six|seven|eight|nine|ten|a few|few|several|\\d+)) (days?|weeks?|months?)\\b", "better": "$1 $2 ago", "note": "For the past, say “two weeks ago”.", "tests": { "yes": [ "I bought them before two weeks", "before a month" ], "no": [ "I bought them two weeks ago", "before two o’clock" ] } } ] }, "B2": { "goal": "Return something without a receipt and agree on a fair outcome.", "phrases": [ { "text": "I was hoping to get a refund.", "re": "\\bhoping to\\b" }, { "text": "It's only been used once.", "re": "\\bonly (?:been )?used (?:it )?once\\b" }, { "text": "Is there any way you could…?", "re": "\\bany way\\b" }, { "text": "I'd be happy with store credit.", "re": "\\bstore credit\\b" }, { "text": "It broke the first time I used it.", "re": "\\bfirst time\\b" } ], "words": [ { "w": "store credit", "m": "money you can only spend in this shop" }, { "w": "proof of purchase", "m": "something that shows you bought it, like a bank statement" }, { "w": "bear with me", "m": "please wait a moment" } ], "steps": [ { "id": "why", "task": "Say what you want to return", "say": "Hi, how can I help?", "hint": "What would you like to return, and why?", "model": "I was hoping to get a refund on this. It broke the first time I used it.", "options": [ { "id": "return", "any": [ "return*", "refund*", "broke*", "broken", "faulty", "stopped", "doesn't work", "not working", "isn't working", "won't turn on", "won't work", "exchange*", "bring back", "brought back", "damaged", "defect*", "problem with", "hoping", "bought" ], "reply": "@i-see" } ], "tests": { "on": [ "I was hoping to get a refund on this it broke the first time I used it", "I'd like to return this coffee machine", "this kettle stopped working" ], "partly": [ "hi how are you" ], "off": [ "what time does the film start" ] } }, { "id": "receipt", "task": "Explain about the receipt", "say": "Do you have the receipt with you?", "hint": "The receipt, or a bank statement, maybe?", "model": "I'm afraid I've lost it, actually.", "options": [ { "id": "no", "any": [ "no", "lost", "lost it", "lost the receipt", "don't have", "can't find", "threw", "didn't keep", "haven't got", "not with me", "gift", "present", "i'm afraid", "afraid not", "unfortunately" ], "reply": "Without one it's tricky. Did you pay by card?", "next": "card" }, { "id": "yes", "any": [ "yes", "here", "here you are", "here it is", "here you go", "receipt", "email*", "on my phone", "statement", "bank statement" ], "reply": "@great" } ], "tests": { "on": [ "I'm afraid I've lost it actually => no", "yes here it is => yes", "no I can't find it => no", "I have a bank statement => yes" ], "partly": [ "it broke" ], "off": [ "the weather is lovely today" ] } }, { "id": "card", "jump": true, "task": "Say how you paid", "hint": "Did you pay by card, or in cash?", "model": "Yes, by card. I can show you on my banking app.", "options": [ { "id": "card", "any": [ "card", "contactless", "debit", "credit", "phone", "apple pay", "google pay", "online", "app", "bank", "statement", "account", "yes", "yeah" ], "reply": "Good, I can look it up." }, { "id": "cash", "any": [ "cash", "gift", "present", "someone else", "friend", "my mum", "no" ], "reply": "@i-see" } ], "tests": { "on": [ "yes by card I can show you on my banking app => card", "I paid in cash => cash", "it was a present => cash" ], "partly": [ "it broke" ], "off": [ "my sister is a nurse" ] } }, { "id": "used", "task": "Say how much it was used", "say": "Has it been used at all?", "hint": "A lot, or only once or twice?", "model": "It's only been used once.", "options": [ { "id": "little", "any": [ "once", "only once", "one time", "only", "barely", "hardly", "first time", "never", "not at all", "twice", "a few times", "few times", "couple of times", "not much", "not really", "no" ], "reply": "@i-see" }, { "id": "lot", "any": [ "lot", "a lot", "often", "every day", "daily", "months", "a while", "yes", "yeah", "quite a bit", "regularly" ], "reply": "@right" } ], "tests": { "on": [ "it's only been used once => little", "yes every day for a month => lot", "hardly at all => little" ], "partly": [ "I want a refund" ], "off": [ "I'm cooking pasta tonight" ] } }, { "id": "policy", "task": "Agree on a fair outcome", "say": "It's past thirty days, so normally it's store credit only.", "hint": "Is store credit okay, or shall I ask my manager?", "model": "Is there any way you could do a refund? It broke the first time.", "ahead": false, "options": [ { "id": "push", "any": [ "refund*", "money back", "manager", "any way", "exception", "fair", "faulty", "broke*", "first time", "only used", "used it once", "hoping", "really need", "by law", "my rights", "consumer", "defect*", "ask", "not fair" ], "reply": "Bear with me… My manager says a refund is fine." }, { "id": "credit", "any": [ "store credit", "credit", "voucher", "gift card", "that's fine", "that's okay", "happy with", "fair enough", "no problem", "works for me", "exchange*", "swap*", "replace*", "new one", "another one", "okay", "fine" ], "reply": "Great, I'll put it on a gift card." } ], "tests": { "on": [ "is there any way you could do a refund it broke the first time I used it => push", "I'd be happy with store credit => credit", "could you ask your manager => push", "fair enough a voucher is fine => credit", "that's not fair => push" ], "partly": [ "it's only been used once" ], "off": [ "I live near the river" ] } } ], "close": "There you go. Thanks for your patience.", "watch": [ { "re": "\\bi demand\\b", "better": "I'd really like", "note": "Firm but polite works better: “I’d really like a refund.”", "tests": { "yes": [ "I demand my money back", "I demand a refund" ], "no": [ "I'd really like a refund" ] } }, { "re": "\\b(?:only one time|one time only|only 1 time)\\b", "better": "only once", "note": "“Once” is more natural than “one time”.", "tests": { "yes": [ "I used it only one time" ], "no": [ "I've only used it once" ] } }, { "re": "\\b(?:it's|it is) broken since\\b", "better": "it's been broken since", "note": "With “since”, use “has been”: it’s been broken since Monday.", "tests": { "yes": [ "it is broken since I bought it" ], "no": [ "it's been broken since I bought it", "it is broken" ] } }, { "re": "\\bis there (?:any|a) possibility to\\b", "better": "is there any way to", "note": "“Is there any way to…?” sounds more natural.", "tests": { "yes": [ "is there any possibility to get a refund" ], "no": [ "is there any way you could" ] } } ] } } }