returnv. / n.A2
退回（商品）
return an item · return something to the store
I want to return this T-shirt because it's too small.
我想退这件T恤，因为它太小了。
学完能做到
- 读懂商店退货政策，找到退换货期限、条件和所需凭证
- 听懂得一段关于退货的电话对话
- 给商店经理写一封半正式信，说明商品问题并提出要求
- 在口语中简单描述一次购物问题经历
词汇 core 12 · expansion 14 · chunks 4
核心词 core
refundn. / v.B1
退款
get a refund · refund the money
Can I have a refund for this broken mug?
这个破杯子能给我退款吗？
receiptn.A2
收据、小票
keep the receipt · show the receipt
You need the receipt to get a refund.
你需要凭收据才能退款。
faultyadj.B1
有问题的、有故障的
a faulty product · faulty goods
The phone is faulty. It does not turn on.
这个手机有问题，开不了机。
exchangev. / n.B1
换货、交换
exchange something for a different one · an exchange
Can I exchange this shirt for a larger size?
我能把这件衬衫换成大一号的吗？
itemn.A2
物品、商品
the item you bought · a damaged item
Please bring the item and the receipt.
请带上商品和收据。
store creditn.B1
商店抵用金
give store credit · in store credit
They can only give me store credit, not cash.
他们只能给我商店抵用金，不是现金。
warrantyn.B1
保修单、质保
under warranty · a one-year warranty
My laptop is still under warranty.
我的笔记本电脑还在保修期内。
customer servicen.A2
客服
call customer service · the customer service desk
I called customer service to report the problem.
我打电话给客服报告了这个问题。
complainv.B1
投诉、抱怨
complain about something · make a complaint
I had to complain because the delivery was very late.
我不得不投诉，因为送货太晚了。
damagedadj.A2
损坏的
damaged goods · come damaged
The box arrived damaged and the plate was broken.
盒子运来时损坏了，盘子碎了。
wrongadj.A1
错误的
the wrong size · the wrong colour
They sent me the wrong shoes.
他们给我寄错了鞋子。
扩展词库 expansion
purchasev. / n.B1
购买；购买的物品
proof of purchase
validadj.B1
有效的
a valid receipt
original packagingn.B1
原包装
in the original packaging
tagn.A2
标签
keep the tag on
policyn.B1
政策、规定
returns policy · store policy
replacementn.B1
替换品
send a replacement
reasonableadj.B1
合理的
a reasonable price · reasonable condition
conditionn.A2
状况
in good condition
bargainn.B1
便宜货
a real bargain
second-handadj.B1
二手的
second-hand clothes
unsatisfiedadj.B1
不满意的
unsatisfied customers
manufacturern.B1
制造商
the manufacturer's warranty
proofn.B1
证明、凭证
proof of purchase
untilprep.A2
直到
until 30 days
词块 / 生存短语 chunks
I'd like to return this, please.我想退这个，麻烦你。
I'd like to return this, please. It doesn't work.
我想退这个，它不好使。
Could I speak to the manager?我能跟经理说话吗？
Could I speak to the manager, please? I have a problem with my order.
我能跟经理说话吗？我的订单有问题。
Could you give me a refund?你能给我退款吗？
Could you give me a refund? I'm not happy with the product.
你能给我退款吗？我对产品不满意。
I'm not satisfied with ...我对…不满意。
I'm not satisfied with the quality. It broke after one week.
我对质量不满意。它一周就坏了。
语法 语言升级点
can / can't (possibility and permission)B1
表示「能够/可能」或「被允许/不被允许」做某事
主语 + can / cannot (can't) + 动词原形
can 表示能力或可能性；也可以表示许可。can't 表示不可能或不允许。日常对话中很常用。在退货场景里，can I ...? 用来请求许可。
例句
You can return the item within 30 days.
你可以在30天内退货。
You can't get a refund without a receipt.
没有收据你不能退款。
常见错误
✗ People can to return goods. → ✓ People can return goods.
can 后直接跟动词原形，不能加 to。
↑ 提分：再高一档可用 be able to 或 be allowed to 在更正式的语境里替换 can/can't。
Could (polite request)B1
用于礼貌地提出请求，比 can 更客气
Could + 主语 + 动词原形 ...?
在商店、客服场景中，用 could 问问题显得更有礼貌。回答时通常用 can 或 may。could 是 can 的过去式，但在这里不表示过去。
例句
Could you check my order, please?
能请您查一下我的订单吗？
Could I exchange this for a different one?
我能把这个换成别的吗？
常见错误
✗ Could I to speak to the manager? → ✓ Could I speak to the manager?
could 后直接跟动词原形，不加 to。
↑ 提分：再高一档可加上 I was wondering if you could... 让请求更委婉。
阅读 Reading returns notice
Our Returns Policy
OUR RETURNS POLICY
If you are not happy with your purchase, you can return most items to us within 30 days.
To return an item, you must have the receipt. The item must be in its original packaging and in a resalable condition. If the item is faulty, you can ask for a full refund or an exchange. For items you just do not want any more, we can give you store credit.
Please note: some items cannot be returned for hygiene reasons, for example, underwear and earrings. Also, sale items are final sale and cannot be returned or exchanged.
You can bring the item to any of our stores, or you can send it back by post. If you send it, we are not responsible for the return postage unless the item is faulty.
If you have any questions, please call Customer Services on 800-555-1234.
resalable可再销售的；能再卖的hygiene卫生postage邮费
TFNG1.You must return items within one month.
✅ TRUE — 第一句说 within 30 days，一个月。
TFNG2.You can get a cash refund on any item.
✅ FALSE — 对于只是不想要的商品，只给 store credit，不是任何商品都退现金。
TFNG3.Underwear can be returned if it is in the original box.
✅ FALSE — 明确说 underwear 因卫生原因不能退货。
MCQ4.If you send back an item that works but you don't want, you have to pay the ___
- A original price
- B return postage
- C store credit
✅ B — 最后一段：we are not responsible for the return postage unless the item is faulty。
gap_fill5.Sale items cannot be ___ or exchanged.
✅ returned — 原文：sale items are final sale and cannot be returned or exchanged。
💡 技巧：阅读退货政策时，先看标题和加粗部分，找到关键词如 conditions、exceptions。TFNG 题对比原文条件；MCQ 先排除明显相反的选项。
听力 Listening Section 1 · US
情景：顾客打电话给商店询问退货事宜（Section 1 日常对话）
Customer Service
Good morning, BrightMart. How can I help you?
Caller
Hi, I bought a lamp from your store last week, but it's not working. I'd like to return it.
Customer Service
Sure. Do you still have the receipt?
Caller
Yes, I have the receipt here.
Customer Service
Okay. Since it's faulty, you can have a full refund or an exchange. Which do you prefer?
Caller
A refund, please.
Customer Service
No problem. You need to bring the lamp and the receipt to any of our stores. The refund will go back to the same card you used.
Caller
Great. I'll come in this afternoon. What time do you close?
Customer Service
We close at 7 p.m. on weekdays.
gap_fill1.The customer bought a ___ last week.
✅ lamp — 关键词 I bought a lamp。
MCQ2.Why does the customer want to return the item?
- A Wrong size
- B Faulty
- C Changed mind
✅ B — 顾客说 it's not working，是 faulty。
gap_fill3.The customer needs to bring the lamp and the ___ to the store.
✅ receipt — 客服说 bring the lamp and the receipt。
gap_fill4.The store closes at ___ p.m. on weekdays.
✅ 7 / seven — 最后一句 We close at 7 p.m.
💡 技巧：Section 1 常考商品名称、原因、时间和所需物品。提前读题预测空格词性，注意数字和时间。
写作 Writing Task 1 (letter)（semi-formal） · 目标 150 词
You recently bought a pair of shoes from an online store, but the shoes are the wrong size and have a small mark on them. Write a letter to the store manager. In your letter: - describe the problem with the shoes - say what you would like the store to do - explain when you need the problem to be solved.
Dear Sir or Madam,
I am writing to complain about an order I received from your website last week. The order number is 45892.
I bought a pair of blue trainers, size 8. When the parcel arrived, I found that the shoes inside were size 6. They are too small for me. Also, there is a small dark mark on the left shoe near the front. The mark does not come off when I rub it.
I would like you to send me the correct size as soon as possible. I need the shoes for a walking trip next Saturday, so I hope you can help me before Friday. If you have the right size in stock, please send a replacement. If not, I would like a full refund.
I have attached a photo of the mark and a copy of my receipt. Please let me know if you need anything else.
Thank you for your help. I look forward to hearing from you.
Yours faithfully,
Alex Chen
逐句标注
任务“I am writing to complain about an order”开头明确写信目的，并给出订单号，覆盖第一个要点。
任务“I would like you to send me the correct size”清楚提出要求，覆盖第二个要点，使用礼貌请求 would like。
衔接“I hope you can help me before Friday.”使用 before 连接时间要求，覆盖第三个要点，衔接自然。
词汇“size 8 / size 6”使用本课主题词汇 size，搭配数字，准确描述问题。
语法“I would like ...”情态 would like 用于半正式书信中表达要求，语法正确。
🎯 本档语言特征：信件格式正确，采用半正式语体。简单句和并列句为主，使用 and, if, so 等连接词。时态主要用一般现在和过去简单式，词汇常见但准确。覆盖全部三个要点，目标~band5，适合4.5学员模仿。
↑ 再上一档：要提升到5.5，可增加 because, which 等从句，使用更丰富的描述性形容词，并将 I would like 换成 I would appreciate it if you could... 等更正式的表达。
口语 Speaking
Part 1
Q: Do you like shopping?
Yes, I do. I enjoy looking for new clothes, but I don't buy something every time. Sometimes I just look.
💡 先回答喜欢，再加一句说明习惯。
Q: Have you ever returned something to a shop?
Yes, I have. Last month I returned a lamp because it didn't work. I had the receipt, so I got my money back.
💡 用过去简单式说一次经历，注意 have ever returned 是考官问的完成式，但回答用简单过去式没问题，因为说了具体时间。
Part 2 · 提示卡
Describe a time when you had a problem with something you bought. You should say: what you bought; what the problem was; what you did about it; and explain how you felt about the situation.
I'm going to talk about a problem I had with a phone I bought online. It was last year. I ordered a smartphone from a website because the price was low. When the phone arrived, the screen had a big scratch. I was surprised because the website said the phone was new. I called customer service the same day. They asked me to send a photo of the scratch. After two days, they said sorry and sent me a new phone. The new one worked fine. I felt a little angry at first, but then I was happy because they fixed the problem quickly. It was a good lesson for me: always check things when they arrive.
💡 用简单过去式按提示卡顺序说：买了什么→问题是什么→做了什么→感受如何。注意使用本课词汇 faulty, customer service, scratch 等。说满1-2分钟。
Part 3
Q: Do you think online shopping causes more problems than shopping in stores?
Maybe yes, because you cannot see or try the item before you buy it. Sometimes the colour or size is different from the picture. But many online stores now have a good returns policy, so it is easier to fix problems.
💡 用 because, but 对比，注意 returns policy 话题词汇。
Q: What do shops do to make customers happy when there is a problem?
They usually say sorry and offer a refund or a replacement. Some shops give a small gift or a discount for next time. Good customer service is very important for a shop.
💡 列举几个常见做法，用 usually, some shops 表达一般情况。
高频短语
I'd like to return this because... — 在商店里说明退货原因的简单开头
Can I speak to the manager, please? — 需要找经理时的礼貌请求
They fixed the problem quickly. — 描述客服解决了问题的短句
应试策略
4.5档重点：阅读听力抓关键词（如 receipt, refund, exchange, faulty）；写作覆盖所有要点，保证句子简单正确，使用书信格式；口语多说细节和感受，每个回答给出1-2句理由。
本档提分建议
升到5.5的核心：减少拼写和语法错误；尝试用 because, so, but 扩展句子；在写作和口语中主动使用本课词汇 return, refund, exchange, faulty, receipt，展示话题词汇量。