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Scenario:
A customer (Mr.Lee) wrote with three issues:

1.Request refund for a defective product

2.Ask about return process

3.Complain about delivery delay

Students’ Task: Write a short reply in groups using polite tone and clear structure.

Exit Ticket:

What else would you like to share with me?

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Dear Mr.Lee

Thank for your feedback on our service. We sincerely apologize for the inconvenience caused.

Concerning the defective product, I will coordinate with the company. I will refund this issue at earliest conveniene. As for the return process, I will coordinate with the delivery service to arrange for them to come to your address and collect the product. Finally, I will work with the delivery service and ensure that you receive support as soon as possible.

We truly appreciate your patience and understanding. Please be assured that we are committed to improving our service and ensuring this does not happen again.

Please let me know if you need futher help

Sincerely, Mr. Lee

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Dear Mr.Lee

Thank you for reaching out to us, and we sincerely apologize for the inconvenience you have experienced.

Firstly, regarding your request for a refund, we will be happy to process it once we receive the defective product.

Secondly, for the return process. Please use the return label in your package.

Lastly, we are also apologize for the delivery delay. We will work closely with our shipping partner to ensure this does not happen again.

Our team appreciate your patience and understanding. Thank you for your time and attention to my response.

If you have any further concerns, please don’t hesitate to reach out directly to me.

Yours faithfully,

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PHAN LÝ MINH THƯ

TRẦN VIỆT TIẾN

TRẦN THANH THẢO

TRẦN MỸ DUYÊN

TRẦN MINH QUÂN

NGUYỄN THỊ PHƯƠNG VY

Dear Mr.Lee,

Thank you for your letter, we sincerely apologize for the inconvenience you have experienced.

We are would like to start the refund process for the defective product at our earliest convenience.

You can return the product by sending it back to us in the original box. After we get it, we will give you the refund. If you need a return label, please tell us and we will send it to you soon.

We sincerely apologize for the inconvenience caused. The delay was caused by unexpected logistical issues, and we truly regret the inconvenience this has caused you.

Thank you for understanding.

Best regards,

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Khánh Linh, Hồng Trâm, Hoài Thịnh, Bảo Nghi, Thanh Trúc 

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Khánh Linh, Hồng Trâm, Hoài Thịnh, Bảo Nghi, Thanh Trúc 

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Dear Mr. Lee,

Thank you for reaching out to us regarding to your recent order. We sincerely applogize for the issues you have encountered with the defective product and the delayed delivery. Your feedback is crucial to us, and we are committed to resolving these matters promptly for you.

Regarding the defective item, we understand your frustration and are very sorry for this inconvenience. We have already initiated the process for a full refund. Please allow 3-5 days for the amount to be credited back to your original payment method. To proceed with the return, we will arrange for a courier to collect the item from you at your earliest convenience. A separate email with detailed instructions and a return label will be sent to you shortly.

Furthermore, we regret to learn about the delay in your delivery. We have investigated the cause of this issue and discovered that there was an unexpected logistical error during transit. Please rest assured that we have taken the necessary steps to prevent such issues in the future.

We value your business and hope to have the opportunity to provide you with a better service in the future. We truly appreciate your patience and understanding. If you have any further questions, please feel free to contact us at phone number or email.

Best regards,

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Hồng Đặng Minh Thư, Khả Vy, Ngọc Nhung, Minh Đức, Minh Phong

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Hồng Đặng Minh Thư, Khả Vy, Ngọc Nhung, Minh Đức, Minh Phong

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Dear Mr Lee

Thank you for your letter and offering to help me improve my business . I’m happy to provide the information you requested.

I’m writing this letter to solve the problem that you are facing. We sincerely apologize for the incident.

We will give you a refund for the detective product. You will get the money back in 5-7 days.

Please use the return label in your package. If you need another label, tell us and we will send it.

You can use our app to request the delivery person to come and return the item, you just need to provide us with a video of the defective item. Please complete your order within 7 days.

We apologize that your order was late. We will resolve this issue shortly.

Thank you for your understanding. Please contact us if you need more help.

Yours faithfully.

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1. Võ Quốc Thành

2. Nguyễn Tấn Sang

3. Lê Trần Phúc Nguyên

4. Nguyễn Tấn Phát

Dear Mr. Lee,

Thank you for your email. We apologize for the issues you've experienced with your recent order.

We sincerely apologize for the inconvenience caused. We will resolve it as quickly as possible for you. Hope you can understand for us

If you would like to return your process,you could return the item within three days, we will be pleased to arrange a replacement as compensation without delay.

We also sincerely apologize for the delivery  was slightly delayed. We completely understand your frustration, we will ensure that your next delivery will defenitely be on time .

We are committed to resolving this for you. Please let us know if you have any other questions.

Yours Sincerely,

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Dear Mr. Lee

I’m glad to receive your email. I’ll provide the answers your question.

I’m apologize for our mistake, We can change for you the new product. To process your refund, please follow three steps:

1.Take a picture and recording the defective product

2.Attach the prepaid return label

3.Drop it off at your nearest post office

Once we receive and check the item, we will process your refund within 3-5 business days. We are also reviewing the delivery issue to avoid future delays

If you have any further question, please let you know.

Your sincerely,

NGỌC TIÊN

TRÍ HIỀN

CAO GIA HÂN

LÊ NGUYỄN GIA HÂN

NHƯ QUỲNH

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Dear Mr. Lee,

Thank you for letter and we sincerely apologize for the inconvenience caused.

Unfortunately, we are unable to accept your requestion about delivery delay because it depends on delivery service. However, we will resolve your requestion about refund for the defective product.

First of all about the problem of defecitve product we checked and actually it was faulty. We will refund immediately after receiving the product. Finally, we kindly ask you to provide us with additional details (such as photos or videos of the product and its current condition) so that we may promptly review the matter and assist you with the exchange process.

We appreciate your patience and understanding. If you have any futher question, please feel free to contact at any time.

Yours sincerely,

Mr. Lee

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Write a reply letter

Dear Mr. Lee

I’m glad to receive your email. I’ll provide the answers your question.

I’m apologize for our mistake, We can change for you the new product. To process your refund, please follow three steps:

1.Take a picture and recording the defective product

2.Attach the prepaid return label

3.Drop it off at your nearest post office

Once we receive and check the item, we will process your refund within 3-5 business days. We are also reviewing the delivery issue to avoid future delays

If you have any further question, please let you know.

Your sincerely,

NGỌC TIÊN

TRÍ HIỀN

CAO GIA HÂN

LÊ NGUYỄN GIA HÂN

NHƯ QUỲNH