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.

4.What would you like to share with me today?

Group members: Thiên Ân, Quỳnh Anh, Bảo Ngân, Cát Tường

Dear Mr.Lee,

First of all, thank you for choosing our shop to buy and we extremely apologize for letting you receive defective product. At your request, we will refund and send you a complete product as the apology of our shop for making you have a bad experience.

About return process, we contacted delivery company two days ago. They are going to come to your house and call you tomorrow. Could you please waiting for picking up their phone. Then, you will just give them the deffective product without packaging.

Besides, we sincerely apologize for the inconvenience caused about the delay in delivery. The reason for these issue is due to the bad weather conditions, which affected to the shipment and unfortunately caused unexpected postponements. We are taking steps to prevent such delays in the future.

Thank you once again for your patience. We are commited to address your problem as soon as posible and make sure your future experience will be satisfied.

Your sincerely,

Shopee.

4. We love you so much because you are a great teacher, a kind person, with amazing sense of humor, super prettyyyyyyyyy 💗❣🌹💋❤🎉💝🌸💮🏵️

Cô Lê Phương Quỳnh

Đặng Nguyễn Tố Anh

Trần Ngọc Anh

Đỗ Thị Mỹ Tiên

Dear Mr. Lee,

Thank you very much for contacting me. I sincerely apologize for any inconvenience you have experienced.

Regarding the refund for the defective product , it has already been processed and you will receive a confirmation shortly.

Concerning the return procedure, I have attached clear instructions to assist you.

Please do not hesitate to let me know if you need any additional help.

I also apologize for the delivery delay and will do my best to make sure it does not happen again.

Thank you for your understanding and patience. Should you have further questions, please feel free to reply to this email.

Yours sincerely,

Customer support team

4. You are a wonderful and beautiful teacher who is also very funny. You have a great and elegant sense of fashion.🥰🥰🥰🥰

Deer Mr.Lee,

Thank you for reaching out to us and sharing your concern. We regret to hear about the difficulties you have faced with your recent order. We sincerely appologize for inconvennience you have experienced. Here are some solution we suggest:

We are really sorry for the bad experience you had with our product. It was our fault for not giving you a high quality item as you expected. We accept your request and we will send you a refund tomorrow.

To be able to start the return process, you need to log in to your account, select the order you want to return and send your request. After that, the system will send the shipping code to you. You just need to print this code, paste it in your order and wait for the delivery person to take it. After receiving the product, we will handle it immediately.

We sincerely apologize to the customer for the delay in your delivery, we understand how upset you are and we are working again to ensure that the order will reach you as soon as possible. Our team is reviewing this issue to prevent similar delayed situations in the future. Once again, we appreciate your trust in us.

We truly appreciate your understanding.  We are commited to resolving this matter promptly and ensuring a better experience for you in the future.

Best regards,

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Correction:

Dear Mr. Lee,

Thank you for reaching out to us and sharing your concerns. We are sorry to hear about the difficulties you faced with your recent order and sincerely apologize for the inconvenience caused.

We deeply regret that the product did not meet your expectations. Please rest assured that your request has been accepted.

To begin the return process, log in to your account, select the order you wish to return, and submit your request. Once your request is submitted, our system will send you a shipping code. Kindly print this code, attach it securely to the package, and wait for our delivery staff to collect it / to pick it up. After we receive the product, your refund will be processed immediately.

We also sincerely apologize for the delay in delivery service. We understand how frustrating this must have been for you and we are working closely with our shipping partners to ensure timely deliveries in the future. Our team is reviewing our procedures to prevent similar delays from occurring again.

Once again, we appreciate your patience and trust in us. We are committed to resolving this matter promptly and providing you with a better experience going forward.

Best regards,
Customer Support Team

Dear Mr.Lee

I appreciate your prompt response to my service. I am very grateful to you for trusting and using my service.

I apologize for a lot of inconvenience from my company. If the product is defective, we will commit to refund according to the contract. So I will elucidate your inquire about return process. Firstly, you could packing goods, then our staff will receive the order and check it again. Sencondly, we will refund within 2 days. Besides that, I apologize for the package was postponed. Because the weather of area is bad.

Your feedback will help us make our services better for all customers.

Yours sincerely,

Customer support staff

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1. I appreciate your prompt response to my service. ==> Thank you for your prompt response and for choosing our service.

2. I am very grateful to you for trusting and using my service. ==> We truly appreciate your trust in our company and your continued support.

3. I apologize for a lot of inconvenience from my company. ==> We sincerely apologize for the inconvenience caused by this issue.

4. If the product is defective, we will commit to refund according to the contract. ==> If the product is defective, we are committed to issuing a refund in accordance with our policy.

5. So I will elucidate your inquire about return process. ==> On behalf of our company, I would like to explain the return process for your inquiry.

6. Firstly, you could packing goods, then our staff will receive the order and check it again. ==> Firstly, please pack the goods securely. Our staff will then collect the package and inspect the item upon receipt.

7. Sencondly, we will refund within 2 days. ==> Secondly, your full refund will be processed within two business days.

8. Besides that, I apologize for the package was postponed. Because the weather of area is bad. ==> Additionally, we apologize for the delay in delivery, which was caused by severe weather conditions in the area.

9. Your feedback will help us make our services better for all customers. ==> Your valuable feedback helps us improve our services and provide a better experience for all our customers in the future. We do hope your continuous cooperation with our company in the long run.

Dear Mr.Lee,

I am writing this email to explain the problem of the product for you.

We sincerely apologize for the issues you have experienced, specifically with the defective product and the delivery procrastination. I am going to send you the goods again about 2 days.

Once again, we apologize for the inconvenience. We value your patience and will do our best to provide reliable services. Please contact us if you have any further questions.

Your sincerely,

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1. I am writing this email to explain the problem of the product for you. ==> I am writing to explain the issue with your recent order and how we plan to resolve it.

2. We sincerely apologize for the issues you have experienced, specifically with the defective product and the delivery procrastination. ==> We sincerely apologize for the issues you have experienced, particularly the defective product and the delay in delivery. ("Delivery procrastination" is incorrect and unnatural)

3. I am going to send you the goods again about 2 days. ==> A replacement product has been scheduled to send you within the next two days.

4. Once again, we apologize for the inconvenience. ==> Once again, we sincerely apologize for the inconvenience and appreciate your understanding.

5. We value your patience and will do our best to provide reliable services. ==> We value your patience and are committed to providing reliable and timely service moving forward.

6. Your sincerely, ==> Yours sincerely,

2. Trần Ngọc Băng

3. Phạm Thị Yến Vi

Dear Mr Lee,

Thank you for your feedback. We apologize for problems you have faced and will do our best to you.

We are agee with your inquire. We will refund your money around next 24 hours.

About our mistake, we are going to ask the delivery take goods back my shop

In addictionally, We sincerely apologize for the postpone goods, it is a break down in the delivery process

Thank you for your response . We are going to upgrade our service to bring the best experience to each customer.

Your sincerely,

====

1. We apologize for problems you have faced and will do our best to you. ==> We sincerely apologize for the issues you have faced and will do our best to resolve them for you.

2. We are agee with your inquire. ==> We agree with your inquiry and we are going to take immediate action to address it.

3. We will refund your money around next 24 hours. ==> Your refund is going to be processed within the next 24 hours.

4. About our mistake, we are going to ask the delivery take goods back my shop. ==> Regarding the return, we are arranging for the delivery team to collect / to pick up the goods and return them to our shop / company.

5. In addictionally, We sincerely apologize for the postpone goods, it is a break down in the delivery process. ==> Additionally, we sincerely apologize for the delayed goods, which were caused by a breakdown in the delivery process.

6. Thank you for your response . We are going to upgrade our service to bring the best experience to each customer. ==> Thank you for your understanding. We are committed to upgrading our services to provide the best possible experience for every customer.

7. Your sincerely, ==> Yours sincerely,

Dear Mr.Lee

Thank you for purchasing our product. We are sincerely apologize for the inconvenience that you have experienced. We always with pleasure to reply any question from you.

Regarding to the first question you mentioned, we are going to full refund for you after receiving the defective product.

In terms of returning process, please resend the faulty item with a invoice. We are going to examine whether you have done the transaction with that product.

For your final matter, we regret for the delay in the delivery. During the delivery, due to bad weather, the shipment could not be on the original condition as you expected. We are going to resolve this issue shortly and improve our shipping service.

Once again, we are truly apologize for your uncomfortable experience. Please contact to us if you need any additional information.

Yours sincerely,

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Correction:

1. We are sincerely apologize for the inconvenience that you have experienced. ==> We sincerely apologize for the inconvenience you have experienced.

2. We always with pleasure to reply any question from you. ==> We are always happy to respond to any questions you may have.

3. Regarding to the first question you mentioned, we are going to full refund for you after receiving the defective product. ==> Regarding your first concern, a full refund will be issued as soon as we receive the defective product.

4. In terms of returning process, please resend the faulty item with a invoice. ==> In terms of returning process, / For the return process, please send back the faulty item along with an invoice.

5. We are going to examine whether you have done the transaction with that product. ==> We will verify the purchase details to confirm the transaction.

6. For your final matter, we regret for the delay in the delivery. ==> For your final matter, / Finally, we regret the delay in delivery.

7. During the delivery, due to bad weather, the shipment could not be on the original condition as you expected. ==> Unfortunately, due to bad weather, the shipment was delayed and did not arrive in the expected condition.

8. We are going to resolve this issue shortly and improve our shipping service. ==> We are taking steps to resolve this issue quickly and improve our shipping services moving forward.

9. Once again, we are truly apologize for your uncomfortable experience. ==> Once again, we sincerely apologize for this negative experience your have had.

10. Please contact to us if you need any additional information. ==> Please do not hesitate to contact us if you need any additional information.

1 Nguyễn Lê Hồng Ngọc

2 Phan Điền Bảo Ngọc

3 Nguyễn Ngọc Mỹ An

Dear Mr.Lee

Thank you for contacting us  . We sincerely apologize for the inconvenience you have experienced with your recent order. Please allow us to address your concerns one by one.

First , we completely understand about your request for a refund . You can return the item and once we receive it, we will issue a full refund right away.

And we are willing to answer and help you with our return process. To return the product would you please check the invoice or the ID that you use to order. Secondly, you send the product back to our shipper and please wait for our confirmation after we check your product. Finally, your new product will be delivered in 7 days.

For some reasons, the shipping unit delivered more slowly than expected. We will improve our process and work with the carrier to provide a better experience for our customers.

We appreciate your understanding, your feedback will help us to do better

Yours sincerely

Customer Support Team

We feel happy and enjoy your lesson . Thanks for teaching us and we love you so much 🫶🏼🫶🏼

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Correction:

1. First , we completely understand about your request for a refund . ==> Firstly, we completely understand your request for a refund and are ready to assist you.

2. And we are willing to answer and help you with our return process. ==> We are happy to guide you through the return process.

3. To return the product would you please check the invoice or the ID that you use to order. ==> To begin, please check your invoice or the order ID you used when placing the order.

4. Secondly, you send the product back to our shipper and please wait for our confirmation after we check your product. ==> Secondly, / Next, please return the product to our shipping partner and wait for our confirmation once we have inspected the item.

5. Finally, your new product will be delivered in 7 days. ==> Finally, once confirmed, your replacement product will be delivered within seven days.

6. For some reasons, the shipping unit delivered more slowly than expected. ==> Unfortunately, the shipping carrier experienced delays, resulting in a slower delivery than expected.

7. We appreciate your understanding, your feedback will help us to do better ==> We appreciate your understanding, and your valuable feedback will help us improve our services. We do hope to cooperate with you in the long run.

Nguyễn Thoại Mỹ 

Trần Ngọc Diễm My

Lưu Yến Ngọc 

Dear Mr.Lee

We truly appreciate providing the information you requested. We really apologize for providing you with the unexpected experience. 

This is certainly not the kind of experience we want to bring to our valued customers. 

We always hope to bring you high quality, but we regret that your product unchanged our standards. We understand your disappointment about us. To resolve these issues, we are going to refund you in 3-5 days. In the next 3-5 days, there is going to be a deliverer employee and give you a refund, you just need to receive it and send the product back to the deliverer. Moreover, we apologize for the delay in delivery and understand that this brings dissatisfaction to you. We are currently reviewing our shipping processes to improve these issues in the future. 

I hope you forgive our mistakes. I hope you will continue to support us in the future.

Yours sincerely,

===

Correction:

1. We truly appreciate providing the information you requested. We really apologize for providing you with the unexpected experience.  ==> Thank you very much for your valuable feedback. On behalf of our company, we sincerely apologize for the unexpected experience you have had with our service.

2. We always hope to bring you high quality, but we regret that your product unchanged our standards. ==> We always strive to provide high-quality products, but we regret that this product did not meet our usual standards.

3. We understand your disappointment about us. ==> We understand and deeply regret the disappointment this has caused you.

4. To resolve these issues, we are going to refund you in 3-5 days. In the next 3-5 days, there is going to be a deliverer employee and give you a refund, you just need to receive it and send the product back to the deliverer. ==> To resolve this issue, a refund is going to be processed within 3 to 5 business days. A delivery staff is set off to schedule a pickup at your address so you will receive your refund and return the product to our staff at the same time.

5. Moreover, we apologize for the delay in delivery and understand that this brings dissatisfaction to you. ==> We also sincerely apologize for the delivery delay and completely understand the frustration this may have caused.

6. We are currently reviewing our shipping processes to improve these issues in the future. ==> We are currently reviewing our shipping processes to prevent such issues from occurring in the future.

7. I hope you forgive our mistakes. I hope you will continue to support us in the future. ==> We do hope a forgiveness for unexpected mistakes you have encountered / experienced, and continue to support us in the future.