Everyday listening · B1
Returning an online order
Hear what is wrong with an order, how to return it and what the shop says about the refund.
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Examples
Please return the desk lamp by Tuesday to receive your refund.
Why it works: 'By Tuesday' sets Tuesday as the final acceptable day for dispatch.
2 more examples
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You do not need the original box because the lamp is faulty.
'Do not need' indicates absence of obligation for the packaging.
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The refund will go back to the card you paid with.
'Back to' identifies the payment instrument receiving the money.
Read the full guide
Try the listening exercise
Explain what is wrong with the purchase
'Faulty' means an item does not work properly or has a defect. Here, the desk lamp does not switch on. State what happens when you try to use it, rather than only saying it is bad. That helps the adviser understand the problem before discussing a return, refund or exchange.
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My new desk lamp will not switch on, so it is faulty.
Why it works: Use 'faulty' to describe broken or defective goods clearly.
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I am requesting a full refund back to my card.
Why it works: A refund returns money rather than offering replacement goods.
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You can return the broken unit within our standard schedule.
Why it works: Return describes sending the physical product back.
Your turn
What does calling an item 'faulty' mean during a customer-service call?
Answer: The item arrived damaged or fails to function as intended.
Show the answer
Answer: The item arrived damaged or fails to function as intended.
'Faulty' means that the product is broken, defective, or does not operate correctly.
Listen for why the customer wants a return
On the first listen, identify why the customer wants a return. Here, the lamp does not switch on. That is different from disliking its color or changing your mind. Listen for how the adviser responds to the fault, then check the deadline and other details on another listen.
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The customer explains that the desk lamp never turns on.
Why it works: This statement reveals product failure as the core reason for the call.
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The buyer does not say that they dislike the style or brightness.
Why it works: Listening for what is absent prevents assuming an ordinary change of mind.
You can practise this again in Redelivered parcel and Returning faulty headphones.
Your turn
Why does the customer in this call request a return?
Answer: The customer received a desk lamp that does not turn on.
Show the answer
Answer: The customer received a desk lamp that does not turn on.
The customer clearly states that the desk lamp will not switch on, making it a faulty item return.
Listen again for the deadline, receipt and refund details
In the long Practice call, listen for the handover deadline, receipt instruction and refund destination. Words such as 'by', 'receipt' and 'card' identify those details. One short Practice clip mentions an exchange; the long call names a card refund. The next section's written examples explain a separate packaging exception.
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Give the parcel to our courier by Tuesday.
Why it works: This specifies the exact day and action required for the deadline.
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Include a printed digital receipt with your shipment.
Why it works: This identifies the required proof of payment.
Your turn
Which details come from the long Practice call?
Answer: Courier handover by Tuesday, receipt inside, card refund after the warehouse check.
Show the answer
Answer: Courier handover by Tuesday, receipt inside, card refund after the warehouse check.
The Practice call gives the courier deadline, asks for the receipt inside and names the card refund after the warehouse check. It does not give a packaging exception.
Compare the packaging exception with the other instructions
In these written examples, 'normally' introduces the usual rule and 'but' introduces an exception. The shop allows a safe alternative carton for this faulty lamp. That does not remove the receipt or handover instructions. Separate the original-box requirement that has been waived from the actions the customer still needs to take.
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Normally we require the original box, but faulty items are exempt.
Why it works: 'Normally' presents standard practice, while 'but' introduces the exception.
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You do not need the retail carton, but you still need your receipt.
Why it works: 'Still' highlights that the receipt requirement remains unchanged.
Your turn
What does the store packaging exception allow the customer to do?
Answer: Send the lamp back in any safe carton rather than the original manufacturer box.
Show the answer
Answer: Send the lamp back in any safe carton rather than the original manufacturer box.
The exception applies only to the original branded box; the customer still needs safe outer packaging and purchase proof.
Use 'by' for the deadline and 'to' for the refund destination
'By Tuesday' means no later than Tuesday, but it does not specify an hour. In this call, the deadline is for handing the parcel to the courier, rather than its arrival at the warehouse. Check the courier's last collection time if you plan to send it on Tuesday. In 'back to your card', 'to' identifies where the refund goes; it does not tell you when it arrives.
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Hand the parcel to the delivery driver by Tuesday.
Why it works: 'By Tuesday' sets Tuesday as the final acceptable day for dispatch.
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We send the refund back to the card used for payment.
Why it works: 'To' marks the destination card account receiving the reimbursement.
Your turn
If an agent says 'drop off your package by Tuesday,' what is your final dispatch day?
Answer: Tuesday.
Show the answer
Answer: Tuesday.
By Tuesday includes Tuesday, but the phrase alone gives no exact hour.
Separate the box requirement from the receipt instruction
'You do not need the original box' removes only that box requirement. It does not mean no proof of purchase is needed. The written examples keep the receipt instruction separate from the packaging exception. Notice the difference between the discarded original box and the safe outer carton used to send the lamp back.
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You do not need the box, but you must enclose your receipt.
Why it works: The negative removes only the original-box requirement. The receipt and safe-packing instructions still apply.
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Missing packaging is permitted; missing proof is not.
Why it works: Here, 'packaging' means the original box. The lamp still needs safe protective packaging, and the receipt is still required.
Your turn
What is still requested when this shop allows a return without the original box?
Answer: A printed copy of the receipt.
Show the answer
Answer: A printed copy of the receipt.
The original-box requirement is waived, but this shop still requests the printed receipt.
Compare written phrases, then use the actual recordings
'Receipt' has a silent 'p': /rɪˈsiːt/. Also notice the small words: 'by' introduces a deadline and 'to' can introduce a refund destination. 'Do not need' removes a requirement; 'must not' would prohibit an action. The written examples below have no separate recordings. Use the actual Practice or Test recordings for dictation.
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My new desk lamp will not switch on.
Why it works: 'Will not' states the problem. Keep the negative when you listen; a positive version would change the meaning.
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Please hand the parcel to our courier by Tuesday.
Why it works: This instruction sets the courier handover deadline, not the date the parcel reaches the warehouse.
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Please include a printed copy of the receipt.
Why it works: Receipt has a silent p: /rɪˈsiːt/. The instruction asks for a printed copy inside the parcel.
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You do not need the original box because the lamp is faulty.
Why it works: 'Do not need' removes a requirement in this example. It does not mean 'must not'.
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The money will go back to the same card.
Why it works: 'Back to' names the refund destination. Compare it with the earlier section on 'by' for deadlines and 'to' for destinations.
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Do I still need to include the receipt?
Why it works: 'Still' asks whether the receipt requirement continues after the box exception. Wait for the adviser's answer.
Your turn
Which question asks whether a requirement still applies after an exception?
Answer: Do I still need to include the receipt?
Show the answer
Answer: Do I still need to include the receipt?
'Still' asks whether the requirement continues after the exception. The other questions ask about an earlier action or a later delivery.
Check your return summary with the adviser
Summarize the actions you understood: how you will pack the item, which document you will include, when you will hand it over and where the refund is meant to go. Compare that summary with the adviser's reply. If a detail is unclear, ask a specific question before finishing the conversation.
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I will pack the broken lamp safely and hand it over by Tuesday.
Why it works: States the physical preparation and meeting the agreed handover deadline.
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I have printed the receipt and expect a refund to my payment card.
Why it works: Confirms documentation compliance and the expected reimbursement method.
Your turn
What is the best way to conclude a return conversation with customer service?
Answer: Summarize your packaging, receipt inclusion, handover deadline, and refund method.
Show the answer
Answer: Summarize your packaging, receipt inclusion, handover deadline, and refund method.
Summarizing the instructions helps you check that you and the adviser understood the same details.
Before you go
Remember this
Check the fault, handover deadline, receipt and safe packaging. Separate a waived original-box requirement from the instructions that still apply. Before finishing, repeat the plan and ask the adviser to confirm anything unclear.
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Questions about "Returning an online order"
Does 'by Tuesday' mean I can send it on Tuesday?
Yes. 'By Tuesday' means no later than Tuesday. In this fictional policy, you must hand the parcel to the courier on or before that day. The phrase alone gives no exact hour, so check the last collection time if needed.
You can hand over the parcel on Tuesday if you meet the courier's collection deadline.
Can I return it if I have thrown away the box?
Yes. In this lesson's example, the shop does not require the original box for the faulty lamp. The lamp still needs to be packed safely in another carton, and the receipt instruction still applies.
A plain brown shipping box is acceptable because the item is defective.
Do I still need the receipt if the item is faulty?
Yes. The shop still asks for a printed receipt or invoice even though it waives the original box. Those are separate instructions. If you lack the requested document, ask what other proof the seller accepts.
Please print your digital invoice and place it inside the parcel.
Does 'you don't need to' mean I must not do it?
No. 'Do not need to' means something is not required; 'must not' would prohibit it. Removing the original-box requirement does not cancel the shop's other instructions.
You do not need to use the original carton, but you may use it if you still have it.
Will the money go back to my card or come as cash?
In this call, the adviser says the money will go back to the card used for payment. Listen for the destination and ask separately when to expect the refund.
Your bank card will receive the full credit once the warehouse inspects the return.
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Your turn
Say it your way
In a fictional support call, report a desk fan that clicks loudly and stops spinning. Ask whether another safe carton can replace the missing original box, state that you have digital purchase proof, and ask for the handover deadline. Do not say that the seller has already agreed.
You could start with “Hello, I am calling about a fan I received yesterday that will not work properly…”
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