refundn./v.B1
退款
get a refund · a full refund
I asked for a refund because the fridge was damaged.
因为冰箱坏了，我要求退款。
学完能做到
- 综合运用本级四科技能
- 自检本级 can-do
词汇 core 13 · expansion 16 · chunks 4
核心词 core
faultyadj.B1
有故障的
a faulty product · faulty goods
The fridge is faulty; it does not cool properly.
冰箱是坏的，不制冷。
purchasen./v.B1
购买
make a purchase · an online purchase
I made this purchase online last week.
我上周在网上购买了这件商品。
deliveryn.B1
送货
free delivery · the delivery date
The delivery took longer than expected.
送货花了比预计更长的时间。
damagedadj.B1
损坏的
arrive damaged · damaged items
The fridge arrived damaged, with a scratch on the door.
冰箱送到时是坏的，门上有一条划痕。
receiptn.B1
收据
keep the receipt · show your receipt
I have kept the receipt for the faulty fridge.
我保留了故障冰箱的收据。
complainv.B1
投诉
complain about · make a complaint
I am writing to complain about the service.
我写信投诉服务。
apologisev.B1
道歉
apologise for the delay · deeply apologise
The company apologised for the inconvenience.
公司为不便道歉。
replacementn.B1
替换品
send a replacement · a replacement part
I would like a replacement fridge.
我想要一个替换冰箱。
ordern.B1
订单
place an order · my order number
My order number is 4452.
我的订单号是4452。
exchangev./n.B1
交换
exchange it for another · in exchange
I want to exchange it for a working one.
我想换一个能用的。
confirmv.B1
确认
confirm the delivery · confirm in writing
They confirmed the replacement by email.
他们通过邮件确认了更换。
inconvenientadj.B1
不方便的
very inconvenient · cause inconvenience
The broken fridge was very inconvenient.
坏冰箱非常不方便。
扩展词库 expansion
appropriateadj.B2
合适的
an appropriate solution
promptadj.B1
迅速的
a prompt reply
resolutionn.B2
解决方案
a satisfactory resolution
compensationn.B2
赔偿
demand compensation
defectiveadj.B2
有缺陷的
defective product
manufacturern.B1
制造商
contact the manufacturer
inconveniencen.B1
不便
apologise for the inconvenience
issuen.B1
问题
a technical issue
unexpectedadj.B1
意外的
an unexpected delay
handlev.B1
处理
handle a complaint
refundableadj.B2
可退款的
non-refundable
dissatisfactionn.B2
不满
express dissatisfaction
unsatisfactoryadj.B2
不满意的
unsatisfactory service
policyn.B1
政策
return policy
suitableadj.B1
合适的
a suitable replacement
notifyv.B1
通知
notify the customer
词块 / 生存短语 chunks
ask for a refund要求退款
If it is faulty, you can ask for a refund.
如果有故障，你可以要求退款。
proof of purchase购买凭证
You need proof of purchase to get a refund.
获取退款需要购买凭证。
get in touch with联系
Please get in touch with customer service.
请联系客服。
under guarantee在保修期内
The fridge is still under guarantee.
冰箱还在保修期内。
语法 语言升级点
Present perfect (review & common errors)B1
表示过去发生的动作对现在有影响，或持续到现在的状态
have/has + 过去分词；常与 just, already, yet, never, recently 等连用
复习现在完成时的基本用法。注意与过去时的区别：有明确过去时间（yesterday, last week 等）用过去时；强调现在的结果或至今的经历用现在完成。
例句
I have just received the replacement fridge, but it is still not working.
我刚收到替换的冰箱，但它还是不能用。
Have you ever returned a product to a shop?
你有没有退过货？
常见错误
✗ I have bought it last week. → ✓ I bought it last week.
有过去时间 last week，应用一般过去时。
✗ She has went to the shop. → ✓ She has gone to the shop.
过去分词用错，go 的过去分词是 gone。
↑ 提分：再高一档可尝试现在完成进行时（have been doing）强调动作持续，如：I have been waiting for a reply for two weeks.
Relative clauses (who/which/that) – reviewB1+
连接两个句子，提供更多信息
名词 + who(人) / which(物) / that(人或物) + 从句
关系代词 who 用于人，which 用于物或动物，that 可通用。在限定性从句中常用 that。
例句
The fridge that I bought last week is faulty.
我上周买的冰箱是坏的。
The customer service agent who helped me was very polite.
帮助我的客服非常有礼貌。
常见错误
✗ The fridge which I bought it is broken. → ✓ The fridge which I bought is broken.
从句中不需要多余代词 it。
✗ The man which fixed the fridge was nice. → ✓ The man who fixed the fridge was nice.
指人用 who，不用 which。
↑ 提分：可以尝试非限定性从句（..., which/which）来补充额外信息，如：The fridge, which was delivered yesterday, is faulty.
阅读 Reading mixed (notice + email)
Notice about Maintenance and Complaint Email
NOTICE TO ALL RESIDENTS
We will be carrying out maintenance work in Block A on Wednesday 15 June. The electricity will be switched off from 9 am to 4 pm. We apologise for any inconvenience. If you have any questions, please call the management office on 01234 567890.
From: sarah.j@email.com
To: info@cityproperty.co.uk
Subject: Faulty fridge – order #4452
Dear Sir or Madam,
I am writing to complain about a fridge that I bought from your store last week. The delivery was late, and when the fridge arrived, it was damaged. There is a large scratch on the door and the shelves are broken. I have attached photos as proof. I would like a full refund or a replacement as soon as possible. Please get in touch with me to arrange the collection.
Yours faithfully,
Sarah Jones
maintenance维修inconvenience不便scratch划痕collection取货、收回
TFNG1.The electricity will be off all day on 15 June.
✅ FALSE — 通知写明停电时间是从早上9点到下午4点，不是全天。
TFNG2.Sarah bought the fridge more than a month ago.
✅ FALSE — 邮件中明确说 'last week'，所以不是一个月前。
MCQ3.What is the main reason Sarah wrote the email?
- A to order a new fridge
- B to complain about a faulty fridge
- C to arrange a delivery
- D to ask for a discount
✅ B — 邮件开头 'complain about a fridge' 和描述的问题表明目的是投诉。
gap_fill4.Residents can call the management office on ___ if they have questions.
✅ 01234 567890 — 通知最后一句给出了电话号码。
matching5.Match the information with the source (A = Notice, B = Email). (1) The electricity will be switched off. (2) The fridge had a scratch on the door.
✅ 1-A, 2-B — 停电信息来自通知，冰箱划痕来自邮件。
💡 技巧：混合文本题需快速判断信息来源（通知或邮件），注意不同文体的语言特征：通知简洁直接，邮件开头通常有问候和目的。划出细节数字、日期和专有名词，方便定位。
听力 Listening Section 1 · UK
情景：顾客致电客服投诉冰箱故障并安排换货（Section 1 事务性对话）
Receptionist
Good afternoon, City Property Services. How can I help?
Customer
Hi, I'm calling about a fridge I bought last week. It's faulty – it doesn't cool properly.
Receptionist
I see. Can I have your order number, please?
Customer
Yes, it's 4452.
Receptionist
Thank you. And have you checked the temperature settings?
Customer
Yes, I have. I set it to the coldest, but it's still not working. I think the compressor is faulty.
Receptionist
Alright. Would you prefer a refund or an exchange?
Customer
I'd like an exchange, please. I need a working fridge.
Receptionist
We can deliver a replacement on Friday. Will that be okay?
Customer
That works. Thank you.
Receptionist
You're welcome. I'll email you the confirmation.
gap_fill1.The order number is ___.
✅ 4452 — 顾客提供了订单号 4452。
MCQ2.What is the problem with the fridge?
- A It makes a loud noise
- B It does not cool properly
- C The door does not close
- D It has a scratch
✅ B — 顾客说 'it doesn't cool properly'。
MCQ3.What does the customer decide to do?
- A get a refund
- B get an exchange
- C get a repair
- D buy a new fridge
✅ B — 他说 'I'd like an exchange'。
gap_fill4.The replacement will be delivered on ___.
✅ Friday — 客服说 'deliver a replacement on Friday'。
💡 技巧：Section 1 常考细节数字和选项。注意听清 order number、日期（Friday）等，并留意顾客的最终选择（exchange 还是 refund），防止被干扰项误导。
写作 Writing Task 1 (letter)（semi-formal） · 目标 160 词
You recently bought a product online, but there was a problem with it. Write a letter to the company. In your letter: - give details of the product and when you bought it - explain what the problem is - say what you would like the company to do. Write at least 150 words.
Dear Sir or Madam,
I am writing to complain about a fridge that I purchased from your online store on 8 June. My order number is 4452.
The delivery was late, and when the fridge arrived, I was disappointed to find it damaged. There is a large scratch on the door, and two of the internal shelves are broken. I have taken photos as proof. I tried to use the fridge, but it does not cool properly, even on the coldest setting. This is very inconvenient for my family.
As the product is faulty, I would like a full refund or a replacement. If a refund is possible, please arrange it within seven days. If you prefer to send a replacement, I would be happy to accept one as long as it is delivered free of charge.
I look forward to hearing from you soon to resolve this matter.
Yours faithfully,
[Full Name]
逐句标注
任务“I am writing to complain about a fridge that I purchased”半正式投诉信标准开头，直接点明目的与产品，并用关系从句 that I purchased 增加信息。
衔接“The delivery was late, and when the fridge arrived, I was disappointed to find it damaged.”使用并列和从句连接时间顺序和结果，逻辑清楚。
语法“As the product is faulty, I would like a full refund or a replacement.”用 As 引导原因状语，并提供两个选择，句式合理。
词汇“I look forward to hearing from you soon to resolve this matter.”正式结尾，hearing from you 和 resolve this matter 是常见搭配。
🎯 本档语言特征：包含现在完成（I have taken）、关系从句（that I purchased）、原因状语从句（As the product is faulty）；词汇使用准确（disappointed, damaged, inconvenient, replacement），连接词（and, when, as, if）使用恰当；完整覆盖三个要点。整体≈band6。
↑ 再上一档：再往上一档：增加更复杂的句式，如条件句（If I had known..., I would have...），或用名词化表达（The late delivery caused inconvenience...），提升语法多样性。
口语 Speaking
Part 1
Q: Do you enjoy shopping?
It depends on the situation. I enjoy shopping for electronics or books, but I'm not a big fan of buying clothes because it often takes too long.
💡 用 It depends + 对比，展示口语常用表达。
Q: Have you ever had a problem with something you bought?
Yes, I have. Last year I bought a pair of headphones online, but they didn't work properly. I contacted the company and they sent a replacement quickly.
💡 现在完成开头再加过去细节，复习语法。
Q: Do you prefer shopping online or in shops?
I usually shop online because it's more convenient and I can compare prices easily. However, for things like shoes, I still prefer real shops so that I can try them on.
💡 给出正反两面理由，用 However 转折。
Part 2 · 提示卡
Describe a time you bought something that did not work properly. You should say: - what you bought - when and where you bought it - what the problem was - and explain what you did about it.
I'd like to talk about a microwave that I bought from a local department store about six months ago. I chose it because it was on sale and the design was nice. However, after I used it for just a week, it stopped heating food properly. At first I thought I had set the timer wrongly, but after checking the manual, I realised the machine was faulty. I was quite annoyed because I had just thrown away the receipt, which made things difficult. I took it back to the store and explained the situation. The staff were helpful; they checked the machine and agreed it was a manufacturing fault. In the end, they gave me a replacement without much trouble. I was relieved, but I learned to keep my receipts for a while!
💡 按四点顺序展开，使用过去时和过去完成时（I had set, I had thrown）增加时态变化，结尾总结感受。
Part 3
Q: Why do some people prefer to buy things online?
I think it's mainly because of convenience and price. People can order from home at any time, and they often find better deals than in physical shops. Also, online reviews help them choose the right product without spending time travelling.
💡 给出三点理由，使用连接词 also。
Q: What can companies do to improve customer service?
I believe they should train their staff better to handle complaints more efficiently. They could also make it easier for customers to contact them, perhaps through a live chat on their website. Another idea is to offer compensation quickly when things go wrong, which can rebuild trust.
💡 用多种表达（I believe, they should, they could, Another idea is to）组织观点，展示词汇丰富度。
高频短语
I'm writing to complain about ... — 投诉信开头固定句
I'd like a refund or a replacement. — 表达要求
In the end, ... — 结尾叙述结果
应试策略
复习课重点自检：①写作和口语中主动运用现在完成和关系从句；②检查书信格式正确；③阅读和听力注意信号词（如 however, because, if）和细节数字；④使用新学词汇替换简单词，如 faulty 替换 bad，inconvenient 替换 difficult。
本档提分建议
从5.5到6.5：①确保现在完成和关系从句的准确性，避免常见错误（如多余代词）；②尝试在写作中加入条件句（if...）和原因状语（as...），提升句式变化；③口语中保持流利，多用连接词（however, also, in the end）组织想法，减少停顿。