Role-play
Returning an Item Role Play (A2–B1)
A broken zip, no receipt and the wrong colour in stock.
- Age
- Ages 13+
- Level
- A2–B1
- Skill
- Speaking
- Format
- Teacher guide
Role card A
Customer
You bought a black jacket from this shop's website last week and you're taking it back to the shop.
Your goals
- Explain what's wrong with the jacket.
- Try to exchange it for the same jacket in black.
- If you can't, get your money back.
Only you know
- The zip broke the first time you wore it.
- You haven't got a paper receipt, only the order confirmation email on your phone.
Role card B
Shop assistant
You are working on the customer service desk of a clothes shop.
Your goals
- Find out what's wrong with the item.
- Check the proof of purchase.
- Offer an exchange or a refund.
Only you know
- An order confirmation email counts as proof of purchase, just like a receipt.
- You've only got this jacket in navy at the moment. Refunds go back onto the original card in three to five working days.
Model dialogue
One good version. Read it after the pairs have tried, not before.
Show the model dialogue
- A
- Hi, I'd like to return this jacket, please.
- B
- Of course. Is there a problem with it?
- A
- Yes, the zip broke the first time I wore it.
- B
- Oh, I'm sorry about that. Have you got the receipt?
- A
- I'm afraid not — I bought it online. But I've got the order confirmation on my phone.
- B
- That's fine, that counts as proof of purchase. Would you like an exchange or a refund?
- A
- Could I swap it for the same one in black?
- B
- Let me check… Sorry, we've only got it in navy at the moment.
- A
- Hmm, I'm not keen on navy. I'd rather have a refund, then.
- B
- No problem. It'll go back onto the card you paid with.
- A
- How long will that take?
- B
- Three to five working days. Here's your refund receipt.
Extension for stronger students
The jacket was bought 35 days ago and the shop's returns window is 30 days: B has to explain the rule kindly, and A argues that a faulty item is different and asks to speak to the manager.
Printable role cards
Card A and card B on one page, with a cut line between them, plus the phrases.
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The customer service desk of a clothes shop on a Saturday afternoon.
Role card A
Customer
You bought a black jacket from this shop's website last week and you're taking it back to the shop.
Your goals
- Explain what's wrong with the jacket.
- Try to exchange it for the same jacket in black.
- If you can't, get your money back.
Only you know
- The zip broke the first time you wore it.
- You haven't got a paper receipt, only the order confirmation email on your phone.
✂ Cut here
Role card B
Shop assistant
You are working on the customer service desk of a clothes shop.
Your goals
- Find out what's wrong with the item.
- Check the proof of purchase.
- Offer an exchange or a refund.
Only you know
- An order confirmation email counts as proof of purchase, just like a receipt.
- You've only got this jacket in navy at the moment. Refunds go back onto the original card in three to five working days.
Useful phrases
- I'd like to return this jacket, please.
- The zip broke the first time I wore it.
- I bought it online, but I've got the order email.
- Could I swap it for the same one in black?
- I'd rather have a refund, then.
- Is there a problem with it?
- Have you got the receipt?
- Would you like an exchange or a refund?
- It'll go back onto the card you paid with.
- Sorry about that.