Reading: Return the Item

Step #1: What do these words mean?

To Purchase Original Packaging
To ReturnPolicy

Step #2: What do these sentences mean?

#1Thank you for calling
#2I’m sorry to hear that
#3I understand
#4Thank you for the information
#5That’s good to know.
#6That’s it.
#7Thank you for your assistance.
#8You’re welcome.
#9Please don’t hesitate
#10Have a great day!
#11how can I assist you today?

Step #3: Read the dialogue and practice it

Sales Agent: Good afternoon, thank you for calling EnergyInc. My name is Derek, how can I assist you today?

Customer: Hi, I recently purchased a product from your website, and I would like to return it.

Sales Agent: I’m sorry to hear that. May I know the reason for the return?

Customer: It’s not exactly what I was looking for, and it doesn’t meet my needs.

Sales Agent: I understand. Can you please provide me with your order number and the name of the product you’d like to return?

Customer: Yes, my order number is 54644, and the product is Klein’s Digital Multimeter

Sales Agent: Thank you for the information. May I know if the product is unopened and in its original packaging?

Customer: Yes, it’s unopened and in the original packaging.

Sales Agent: Great! Our return policy allows for returns within 30 days of purchase, and as long as the product is unused and in its original condition.

Customer: That’s good to know. How do I start the return process?

Sales Agent: You can either email us at or just email us, p your order number and the reason for the return.

Customer: Okay, I’ll email you guys with the required information.

Sales Agent: Perfect! Once we receive your email, we will initiate the return process. Is there anything else I can help you with?

Customer: No, that’s it. Thank you for your assistance.

Sales Agent: You’re welcome. Please don’t hesitate to reach out if you have any further questions or concerns. Have a great day!

Soy José Manuel, Profesor de Inglés y creador de, un blog cuya misión es compartir recursos para docentes y estudiantes de Costa Rica