It’s Broken! Returns & Complaints

Information-gap role-plays for returning a faulty product, asking for a refund and making a complaint in English, made for teachers of adult A2-B1 learners. Students practise real shop and customer service conversations from both sides: as the customer and as the shop assistant.

• Shop Talk (A2) – 16 word cards: key returns and shopping vocabulary (receipt, refund, exchange, store credit, warranty, faulty, damaged, proof of purchase, replacement, return policy), each with a simple meaning and a talk task about the student’s own experience.
• I Want My Money Back (A2-B1) – 12 customer role-plays: the student returns a leaking kettle, jeans in the wrong size, a damaged sofa or shoes that fall apart and asks for a refund, a replacement or a repair, in the shop, on the phone or in an online chat.
• Sorry, That’s Our Policy (B1) – 12 shop assistant role-plays: the student follows a store return policy and deals with difficult customers: a dress worn once, a toaster out of warranty, a lost parcel, a mattress with a stain, an expired gift card.
• Teacher cards – 24 secret cards: the other side of every role-play: what the teacher knows, what they can offer and a twist that makes the student react, explain and negotiate.