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A customer calmly returns a clothing item to a retail assistant
Roleplay · A2

Return the Wrong Item

Explain the mismatch, answer a clarification question and agree on an exchange or refund.

Level
A2
Time
30 minutes
Lesson type
Roleplay
Topic family
Shopping, Clothing & Consumer Choices
Why this lesson matters · เหตุผลที่เรียนบทนี้

For learners: Explain a wrong item, request a practical solution and confirm what happens next.

For teachers: Usable lines and two models support a guided exchange, role switch, changed constraint and independent final return.

สำหรับผู้เรียน: อธิบายว่าสินค้าผิด ขอทางแก้ที่เหมาะสม และยืนยันขั้นตอนถัดไป
สำหรับครู: ฝึกประโยคใช้จริงและตัวอย่าง ก่อนแลกบทบาท ปรับเมื่อเงื่อนไขเปลี่ยน และคืนสินค้าอย่างอิสระ

Your Goal

Explain one wrong-item problem, provide the receipt or order evidence, answer a clarification question, request an exchange or refund, and confirm the agreed item, cost and timing in an unrehearsed roleplay.

คำอธิบายเป้าหมายภาษาไทย

อธิบายปัญหาได้รับสินค้าผิด ให้ข้อมูลจากใบเสร็จหรือลำดับซื้อ ตอบคำถามชี้แจง ขอเปลี่ยนหรือคืนเงิน และยืนยันสินค้า ค่าใช้จ่าย และเวลาที่ตกลงกันใน Roleplay ที่ไม่ท่องสคริปต์

CMFPProgress Focus
CM · Communication ManagementOpen, explain, clarify, respond and confirm the exchange coherently.
FP · Functional PerformanceReach and confirm a practical exchange or refund independently.

30-minute lesson path

3 minRoles
5 minLines
4 minModel
5 minGuide
6 minSwitch
7 minFinal
Teacher Lesson Plan · Read before class

Do not correct every sentence during the roleplay. Stop only when meaning breaks down. Give one focused correction after the complete exchange, then change one detail for the retry.

TimeTeacher doesStudent doesEvidence
0–3Sets customer and assistant roles.Identifies each role’s goal.A shared success condition.
3–8Elicits usable lines.Selects opening, evidence, request and confirmation.A functional phrase set.
8–12Plays two short role models.Notices the exchange order.A five-turn route.
12–17Runs one supported round.Completes both sides with prompts.A complete exchange.
17–23Changes item, stock and solution.Switches roles and adapts.Responsive communication.
23–30Runs a fresh case and scores.Performs without a script and retries.CM/FP evidence.

1. Understand the roles and goal

3 min

Customer

You ordered a medium blue shirt but received a small white shirt. You have the receipt and need the correct item today.

Shop assistant

You need the receipt, item code and preferred solution. You can exchange in ten minutes or refund to the original payment method.

STUDENT TASK
  1. State what each person knows.
  2. Name what each person still needs to ask.
  3. Define success for both roles.
Teacher Help

Keep role information separate. The customer should not see the stock solution before asking; the assistant should not see the customer’s preferred outcome.

2. Build the useful exchange

5 min

Explain

I ordered ___, but I received ___.
This is the wrong size/colour/item.

Clarify and request

Could you confirm the item code?
Could I exchange it for ___?

Agree and confirm

That works for me.
To confirm, I will receive ___ by ___.

STUDENT TASK
  1. Select one opening, one evidence line and one request.
  2. Prepare one assistant clarification question.
  3. Prepare one complete confirmation sentence.
You are ready whenYour phrase set can complete the whole exchange without blame.
Teacher Help

Model intonation on one polite request only. Require the learner to choose lines by function rather than read every example.

3. Notice a short model

4 min
Customer model · British English · Amy
Transcript · open after the task

Hello. I am afraid this is not the shirt I ordered. I ordered a medium blue shirt, but I received a small white one. Here is the receipt. Could I exchange it for the correct item? If it is not available, would a refund be possible?

Assistant model · Indian English · Kajal
Transcript · open after the task

Thank you for explaining the problem. Let me check the receipt and the item code. The blue shirt is available in medium, so I can exchange it today. The new item will be ready in ten minutes. Please keep this receipt. To confirm, you will receive the medium blue shirt and there is no extra charge.

STUDENT TASK
  1. Order the moves: problem, evidence, clarification, solution, confirmation.
  2. Identify one calm phrase and one confirmation phrase.
  3. Retell the route without copying full sentences.
Teacher Help

Play each model once before opening transcripts. The learner notices the exchange route, not pronunciation perfection.

4. Complete one guided round

5 min
STUDENT TASK
  1. Customer opens and explains the mismatch.
  2. Assistant asks for receipt, item code and preferred solution.
  3. Customer answers and requests the exchange.
  4. Assistant offers the ten-minute exchange.
  5. Customer confirms item, timing and cost.
Prompt cardOrdered: medium blue shirt. Received: small white shirt. Evidence: receipt. Preferred outcome: exchange today.
You are ready whenBoth people can repeat the same final item, time and cost.
Teacher Help

Prompt with the move name only: evidence, clarification, solution or confirm. Stop supplying full lines after the first complete exchange.

5. Switch roles and change the details

6 min

Variation

Ordered: large black trousers. Received: medium grey trousers. The large black pair is out of stock. The shop can order it for Friday or refund today.

STUDENT TASK
  1. Switch roles.
  2. Explain the new mismatch.
  3. Ask when the correct item will arrive.
  4. Choose Friday or a refund and give one reason.
  5. Confirm the agreed action and payment route.
Teacher Help

Allow the assistant to offer both solutions only after clarifying size and colour. Correct after the closing confirmation, not turn by turn.

6. Final Practice · resolve a fresh return

7 min

New problem

The customer ordered white trainers in size 40 and received black trainers in size 41. The receipt is on the phone. The correct colour is available only in size 39. A refund is possible today; the correct size can be delivered in three days.

FINAL ROLEPLAY
  1. Complete the exchange without a full script.
  2. Explain the mismatch and show the evidence.
  3. Answer at least one clarification question.
  4. Compare the refund and delivery options.
  5. Agree on one solution and confirm item, timing and payment.
  6. After one correction, retry the weakest turn with a changed delivery time.

Final Practice evidence

CM · Communication ManagementOrganises the problem, clarification, response and confirmation coherently.
FP · Functional PerformanceReaches and confirms a workable exchange or refund independently.

Teacher scoring guide

Score the first unsupported performance, then score the focused retry separately.

0 · Not yetThe criterion is not demonstrated after one clear prompt.
1 · With supportThe criterion is partly demonstrated or needs supplied language.
2 · IndependentThe criterion is clear without a model or supplied sentence. Natural hesitation is acceptable.

Target: 3/4 overall with FP = 2 and no zero.

The lesson is complete whenBoth roles can repeat the same final outcome and timing.
Teacher Help · scoring and retry

Score the first unsupported exchange. Give one success and one correction, then change only the delivery time for the focused retry.

Continue your learning path

Review and prove progress

Choose Well and Resolve a Shopping Problem

Complete the shopping mastery challenge

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