refundn./v.B1
退款
ask for a refund · full refund
I would like a full refund for this item.
我想要这件商品的金额退款。
学完能做到
- 写正式退款/赔偿信
- 引用凭证与条款
- 读懂退款规定与条款
- 听懂客户投诉对话并提取关键信息
- 在口语中讨论服务投诉经历与观点
词汇 core 14 · expansion 18 · chunks 6
核心词 core
complaintn.B1
投诉
make a complaint · customer complaint
I made a complaint about the poor service.
我对糟糕的服务提出了投诉。
faultyadj.B2
有故障的
faulty product · faulty equipment
The printer I received is faulty.
我收到的打印机是有故障的。
receiptn.B1
收据、发票
keep the receipt · proof of purchase
Please keep your receipt as proof of purchase.
请保留您的收据作为购买凭证。
proofn.B2
证据、证明
proof of purchase · as proof
You need to provide proof of purchase to get a refund.
您需要提供购买凭证才能获得退款。
guaranteen.B2
保证、质保
under guarantee · money-back guarantee
The product is still under guarantee.
该产品仍在质保期内。
returnv.A2
退回
return an item · return policy
You can return the item within 30 days.
您可以在30天内退回商品。
exchangev.B1
更换
exchange for · exchange an item
I would like to exchange this for a new one.
我想把这个换成一个新的。
policyn.B2
政策、规定
refund policy · company policy
According to the company's refund policy, you can return the item within 14 days.
根据公司的退款政策，您可以在14天内退回商品。
replacementn.B2
更换品
replacement part · request a replacement
They sent a replacement for the broken part.
他们寄来了破损部件的更换品。
chargev.B1
收费、索价
charge a fee · be charged
I was charged twice for the same item.
我被重复收费了同一件商品。
customern.A2
顾客
customer service · customer satisfaction
Our customer service team is available 24/7.
我们的客服团队全天候服务。
servicen.A2
服务
customer service · after-sales service
The after-sales service was very helpful.
售后服务非常有用。
deliveryn.B2
送货
delivery charge · on delivery
The delivery took longer than expected.
送货比预期的时间要长。
扩展词库 expansion
itemn.A2
商品、物品
faulty item
ordern./v.A2
订单、订购
place an order
confirmv.B2
确认
confirm receipt
respondv.B1
回复
respond to a complaint
resolvev.B2
解决
resolve an issue
issuen.B1
问题
deal with an issue
compensationn.B2
赔偿、补偿
claim compensation
delayn./v.B1
延误
delivery delay
damagedadj.B2
损坏的
damaged goods
unsatisfactoryadj.B2
不满意的
unsatisfactory service
incorrectadj.B1
不正确的
incorrect address
missingadj.B1
缺失的
missing part
proceduren.B2
程序、手续
follow the procedure
requestn./v.B1
要求
make a request
apologisev.B1
道歉
apologise for
investigationn.B2
调查
carry out an investigation
assistantn.B1
店员、助手
sales assistant
processv.B2
处理
process a refund
词块 / 生存短语 chunks
make a complaint提出投诉
I would like to make a formal complaint about the product.
我想就这个产品提出正式投诉。
in good condition状况良好
The item arrived in good condition.
商品到达时状况良好。
look into调查、处理
Can you look into this matter as soon as possible?
你能尽快调查此事吗？
take responsibility承担责任
The company should take responsibility for the faulty product.
公司应为有故障的产品承担责任。
full refund全额退款
I expect a full refund for this purchase.
我希望得到此次购买的全额退款。
as soon as possible尽快
Please reply as soon as possible.
请尽快回复。
语法 语言升级点
Citing a source or reference (as stated in, according to)B2
引用文件、政策、条款中的内容，增强论点的说服力和正式程度
As stated in + noun phrase, / According to + noun phrase, / In accordance with + noun phrase,
在正式信函和议论文中，引用条款或规定能让请求更有依据。例如：As stated in your refund policy, I am entitled to a full refund. 注意这类结构放在句首时常用逗号与主句隔开。
例句
As stated in your terms and conditions, the guarantee covers manufacturing faults.
如贵方条款所述，质保涵盖生产缺陷。
According to the receipt, I paid £85 for the service.
根据收据，我为该服务支付了85英镑。
常见错误
✗ According to the policy, so I can get a refund. → ✓ According to the policy, I can get a refund.
already means 因此，不能与 according to 连用构成原因从句。
↑ 提分：可升级为更正式的措辞，如 Pursuant to your written guarantee… 或 In compliance with the Sales of Goods Act…
Passive with modal perfect (should have been done)B2
表达过去应做而未做的事情，常含批评或遗憾的语气；也可用于推测过去的动作
should/could/would + have been + 过去分词
在投诉信中很常用，例如 The item should have been delivered in perfect condition. 表示「本应送达时完好无损（但实际上没有）」。注意这里用 have been + 过去分词，不是简单被动。
例句
The replacement part should have been sent by express delivery.
更换的部件本应用快递寄出。
My complaint could have been dealt with more efficiently.
我的投诉本可以处理得更高效。
常见错误
✗ The problem should be solved last week. → ✓ The problem should have been solved last week.
谈论过去未实现的动作要用情态完成被动，should be solved 是指现在或将来的义务。
↑ 提分：可适当添加更多情态动词，如 could have been avoided, might not have been noticed 等，体现语法灵活度。
阅读 Reading terms / invoice
Return and Refund Policy
RETURN AND REFUND POLICY
We accept returns for most items within 30 days of purchase. To be eligible for a return, the item must be unused and in the same condition that you received it. It must also be in the original packaging.
You must provide the receipt or proof of purchase. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If your return is approved, we will initiate a refund to your original method of payment. Please allow up to 5 working days for the refund to appear in your account.
Please note that delivery costs are non-refundable. For faulty or damaged items, contact our customer service team within 48 hours of delivery. We may ask for photographic evidence before authorising a return.
eligible有资格的initiate发起、开始（流程）
TFNG1.You can return any item within 30 days.
✅ FALSE — 原文说 most items，并不是任何 item。
TFNG2.The refund will be processed within 5 working days after you send the item back.
✅ FALSE — 退款是在收到并检查退货后才处理，而非寄出后立即处理，所以从寄出到退款可能超过5个工作日。
MCQ3.What should you do if you receive a damaged item?
- A return it immediately
- B contact customer service within 48 hours
- C take a photo and send it
✅ B — 原文 contact our customer service team within 48 hours of delivery。
gap_fill4.You need to provide a ___ or proof of purchase to return an item.
✅ receipt — 原文 You must provide the receipt or proof of purchase。
💡 技巧：条款类文本常有条件限定词（most, must, may）。做题时先定位题干关键词，再核对原文限定词是否一致，避免被绝对化表达误导（如 any 与 most 的区别）。
听力 Listening Section 1 · UK
情景：顾客致电家电商店，投诉吸尘器故障并要求退货（Section 1 对话）
Staff
Good morning, Power Appliances. How can I help?
John
Hello, I bought a vacuum cleaner from your store last week and it's stopped working. I'd like to return it.
Staff
I see. Can I take your name, please?
John
Yes, it's John Smith.
Staff
And your order number?
John
It's JA3842.
Staff
When did you buy it?
John
On the 5th of May.
Staff
And what exactly is the problem?
John
Well, the motor makes a loud noise, but it doesn't pick up any dust. It's completely useless.
Staff
Have you checked the filter?
John
Yes, I cleaned it, but it made no difference.
Staff
OK. In that case, you can bring it back to the shop for a refund or exchange. Do you have the receipt?
John
Yes, I do.
Staff
Please bring it with you. We'll need to test the machine first. Our address is 14 High Street. We're open until 6 p.m. weekdays.
John
14 High Street. Got it. Thank you.
gap_fill1.Customer name: ___ Smith
✅ John — 顾客自报姓名 John Smith。
gap_fill2.Order number: ___
✅ JA3842 — 顾客提供订单编号 JA3842。
gap_fill3.Date of purchase: 5th of ___
✅ May — 顾客回答 on the 5th of May。
MCQ4.What is the problem with the vacuum cleaner?
- A It doesn't switch on.
- B It makes a loud noise but doesn't clean.
- C The filter is missing.
✅ B — 顾客描述 the motor makes a loud noise, but it doesn't pick up any dust。
💡 技巧：Section 1 主要考查姓名、数字、日期和简单的故障描述。提前浏览题目预测空位所需信息类别（人名/代码/日期/问题特征），听时注意路标词（And your…? When…? What exactly…?）以快速定位答案。
写作 Writing Task 1 (letter)（formal） · 目标 170 词
You recently bought a coffee maker from an online store. When it arrived, it did not work properly and it was damaged. Write a letter to the store's customer service manager. In your letter: explain the problem; say what you have done about it so far; ask for a refund and say what you want to happen next.
Dear Sir or Madam,
I am writing to request a full refund for a coffee maker (Order No. 12345) that I purchased from your online store on 10 March. The item was delivered on 15 March, and I was immediately disappointed with its condition and performance.
Upon opening the box, I found that the coffee maker had a noticeable dent on the side, and the water tank was cracked. I followed the instruction manual carefully, but the machine would not switch on. I then contacted your customer service department by phone, but I was told that I would need to write to this address with photographic evidence. I have attached several photos showing the damage to the product and the packaging.
According to your refund policy, which is clearly stated on your website, customers are entitled to a full refund if items arrive damaged or faulty. I have also enclosed a copy of my receipt and order confirmation. I would be grateful if you could process the full refund of £59.99 to my original payment method as soon as possible.
I hope to receive your confirmation within the next seven working days. If you require any further information, please do not hesitate to contact me.
Yours faithfully,
[Name]
逐句标注
任务“Dear Sir or Madam,”正式信函的正确开头（不知收信人姓名）。
任务“which is clearly stated on your website, customers are entitled to a full refund”引用对方退款政策，使退款要求有理有据。
衔接“I have attached... I have also enclosed...”使用现在完成时交代已完成的动作，使行文连贯。
语法“According to your refund policy...”引用结构，展现正式语言的多样性。
语法“would not switch on”使用 would 表示过去反复尝试后的结果，贴切本课情态动词用法。
🎯 本档语言特征：信函语域正式，结构清晰（问题描述—已采取措施—诉求声明）。使用引用结构（According to…）、复合句（which is clearly stated…）、情态动词（would not switch on）和多样时态，词汇恰当地使用了 topic vocabulary（dent, cracked, enclosed, refund policy 等），完全符合 Band 7 对 Task 1 的评分要求。
↑ 再上一档：若想进一步提升至 7.5+，可添加更具说服力的法律依据（如引用消费者权益），并使用更多名词化结构（如「The failure of the machine to function…」）。
口语 Speaking
Part 1
Q: Do you often buy things online?
Yes, I buy quite a few things online, especially books and electronics. It's convenient because I can compare prices easily. However, I'm always a bit worried about the quality, so I read reviews before I order.
💡 直接回答＋原因＋转折，展示词汇（compare prices, read reviews）。
Q: How do you feel about the customer service in your area?
Generally, I think it's acceptable. Most shops are willing to help if you have a problem, but sometimes the process can be slow. For example, I once had to wait two weeks for a refund on a faulty product.
💡 先总评，再给出具体例子，用 once 引导过去经历。
Part 2 · 提示卡
Describe a time you made a complaint about a product or service. You should say: what it was; why you complained; what happened; and explain how you felt about the result.
I'd like to talk about a time I complained about a faulty coffee machine I bought online. Last month, I ordered a well-known brand machine, but when it arrived, it didn't work. I was really disappointed because I had been looking forward to using it. I immediately called customer service and explained the problem. They asked me to send photos as proof. After a couple of days, they agreed to send a replacement. However, the process was quite slow and I felt frustrated. In the end, I received a new machine that worked perfectly. I was relieved, but I think the company should have responded more quickly. This experience taught me to keep all receipts and to check packages immediately after delivery.
💡 按提示四点展开，时态以过去时为主，使用了 should have responded（情态完成）和退款主题核心词汇（faulty, replacement, proof, receipt）；叙事完整，情感变化清晰。
Part 3
Q: Why is good customer service important for a business?
Good customer service is crucial because it helps keep customers happy and loyal. If a company handles complaints well, customers are more likely to return and recommend it to others. On the other hand, poor service can quickly damage a company's reputation. So, it's really an investment in long-term success.
💡 原因→正反对比→结论，用了条件句和衔接词（On the other hand）。
Q: Do you think companies should always offer a refund?
Not necessarily. I think it depends on the situation. If the product is faulty or not as described, then yes, a refund is fair. But sometimes customers simply change their minds, and in those cases, a store may have a no-refund policy, which is reasonable if it's clearly stated. In my opinion, a clear refund policy that is followed consistently is the most important thing.
💡 分情况讨论，使用条件句和让步，最后强调政策明确性与一致性。
高频短语
I was not satisfied with... — 表达对产品或服务的不满
I am writing to express my dissatisfaction with... — 正式信函中投诉的常用开头
The product did not live up to my expectations. — 形容产品未达预期
应试策略
6.5档写作：正式投诉信需包含四段式结构（目的—问题—诉求—结尾），全程保持礼貌且直接。务必引用对方政策并提供凭证细节。听力：Section 1的填空题可预先猜测词性（名字、数字、日期），重点听路标词；口语 Part 2 可按提示要点组织故事，融入本课语法（如 should have been done）提升语法分数。
本档提分建议
从6.5到7.5：写作中可增加更精准的法律/商业用语（如 entitled to, breach of contract）和复杂句式（分词短语作状语、同位语）。口语多练习表达情感色彩（frustrated, relieved），并减少简单句，多用从属连词。