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Welcome to MicroEnglish! In this B2 lesson,
you're

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working at a returns desk. One assistant
follows every step

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of the policy. Another asks a manager to
allow an exception.

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Which one is doing things by the book?
Let's follow the return

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and find out.

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For our imaginary shop, the procedure has
three steps:

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check the purchase date, confirm the
problem, and record the

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refund. Doing the return by the book means
following the