4-Step Strategy
- Be polite & calm — “Hello, I’d like some help with a problem.”
- State the facts — what, where, when, order/receipt number.
- Say the impact — “Because of this, I couldn’t …”
- Ask for a solution — refund, replacement, repair, policy info.
Tip: Have evidence ready (photos, order numbers, dates).
Useful Phrases
Opening
- “Hi, I’d like to report a problem.”
- “I’m calling about my recent order.”
- “Could you help me with an issue?”
Explaining
- “I received the wrong item/missing item.”
- “It arrived damaged.”
- “I was charged twice.”
Solutions
- “Could I get a refund/replacement?”
- “What are my options?”
- “Can you escalate this, please?”
Follow-up
- “Could you email a confirmation?”
- “What’s the reference number?”
- “When should I expect an update?”
Dialogue: Wrong Item (In-Store/Phone)
Customer: Hello, I’d like to report a problem with my order #A1234.
Agent: I’m sorry to hear that. What seems to be the issue?
Customer: I ordered size M, but I received size L.
Agent: I understand. We can send a replacement or give a refund. Which do you prefer?
Customer: A replacement, please. Could you email me the return label?
Agent: Absolutely. I’ll email the label and confirmation today.
Dialogue: Repair Request (Apartment)
Tenant: Hi, this is Abel from 5B. The kitchen sink is leaking.
Manager: Thanks for letting us know. Since when?
Tenant: Since last night. I put a bucket under it.
Manager: We’ll send maintenance today between 2–4 PM. Is that okay?
Tenant: Yes, thank you. Could you text me when they’re on the way?
Manager: Sure, I’ll do that.
Mini Exercise
- Write a short complaint (3–5 sentences) about a delivery that arrived damaged.
- Include order number, the problem, and your preferred solution.
- End with a polite follow-up request (confirmation or reference number).