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In this section you are going to learn how to deal with some shopping problems. As you know payments and deliveries may be a bit problematic, and there can be some issues with the product, too. Haven’t you ever waited too long for an item to be delivered, or got it broken? If you want to know how to make a complaint and get a full refund, have a look at the material below.

W tym dziale dowiesz się, jak radzić sobie z trudnościami podczas zakupów. Jak wiesz, przeprowadzenie płatności, warunki dostawy lub defekty produktów mogą być nieco problematyczne. Czy zdarzyło ci się czekać na towar zbyt długo lub dostać wadliwą rzecz? Jeśli chcesz wiedzieć, jak złożyć reklamację i otrzymać pełny zwrot pieniędzy, zapoznaj się z poniższym materiałem.

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Zdjęcie przedstawia kuriera w niebieskim uniformie z niebieską czapką z daszkiem. Trzyma on przed sobą dwa kartony.
This time the delivery is on time!
Tym razem zamówienie przyszło na czas!
Źródło: dostępny w internecie: www.freepik.com [dostęp 28.01.2022], domena publiczna.
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Exercise 1
Odpowiedz na pytania lub uzupełnij tekst. 1. A person who buys items., 2. A person who works in a shop is a shop…, 3. A word or a sequence of numbers which lets you buy things cheaper is a promo…, 4. A big store with plenty of products to buy is a super…, 5. When you buy something much cheaper in a shop it is a ... offer., 6. You can pay by card or in...
Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.
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Exercise 2

Drag the following sentences about shopping online and drop them in the correct category.

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Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

Complete the mind map using the sentences and questions listed below:

I still haven’t received my order.

Can you give me a refund, please?

Can I exchange it for something else?

Can I pay on arrival?

May I contact a person in charge?

I want to express my dissatisfaction with …

MIND MAP INSTRUCTIONS1azurewhite
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Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.
CHECK ANSWERS1azurewhite
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Exercise 2

Match the following sentence fragments to make the correct sentences.

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Is there any chance Możliwe odpowiedzi: 1. this product for a new one., 2. to get my money back?, 3. arrival?, 4. a complaint., 5. received my order., 6. full refund., 7. credit card?, 8. not satisfied with…, 9. is going on with my order?, 10. a good idea. I’d like to get a  Możliwe odpowiedzi: 1. this product for a new one., 2. to get my money back?, 3. arrival?, 4. a complaint., 5. received my order., 6. full refund., 7. credit card?, 8. not satisfied with…, 9. is going on with my order?, 10. a good idea. I’d like to exchange Możliwe odpowiedzi: 1. this product for a new one., 2. to get my money back?, 3. arrival?, 4. a complaint., 5. received my order., 6. full refund., 7. credit card?, 8. not satisfied with…, 9. is going on with my order?, 10. a good idea. The exchange would be Możliwe odpowiedzi: 1. this product for a new one., 2. to get my money back?, 3. arrival?, 4. a complaint., 5. received my order., 6. full refund., 7. credit card?, 8. not satisfied with…, 9. is going on with my order?, 10. a good idea. Can I pay on Możliwe odpowiedzi: 1. this product for a new one., 2. to get my money back?, 3. arrival?, 4. a complaint., 5. received my order., 6. full refund., 7. credit card?, 8. not satisfied with…, 9. is going on with my order?, 10. a good idea. Can I pay by Możliwe odpowiedzi: 1. this product for a new one., 2. to get my money back?, 3. arrival?, 4. a complaint., 5. received my order., 6. full refund., 7. credit card?, 8. not satisfied with…, 9. is going on with my order?, 10. a good idea. I’d like to make Możliwe odpowiedzi: 1. this product for a new one., 2. to get my money back?, 3. arrival?, 4. a complaint., 5. received my order., 6. full refund., 7. credit card?, 8. not satisfied with…, 9. is going on with my order?, 10. a good idea. I have to admit I’m Możliwe odpowiedzi: 1. this product for a new one., 2. to get my money back?, 3. arrival?, 4. a complaint., 5. received my order., 6. full refund., 7. credit card?, 8. not satisfied with…, 9. is going on with my order?, 10. a good idea. Can you check what Możliwe odpowiedzi: 1. this product for a new one., 2. to get my money back?, 3. arrival?, 4. a complaint., 5. received my order., 6. full refund., 7. credit card?, 8. not satisfied with…, 9. is going on with my order?, 10. a good idea. I still haven’t Możliwe odpowiedzi: 1. this product for a new one., 2. to get my money back?, 3. arrival?, 4. a complaint., 5. received my order., 6. full refund., 7. credit card?, 8. not satisfied with…, 9. is going on with my order?, 10. a good idea.
Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.
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Exercise 2
Drag and drop the sentences into the correct category. There may be four or five sentences in each category. 1. ASK FOR A REFUND Możliwe odpowiedzi: 1. I want to change it for…, 2. It was supposed to be an overnight/home delivery!, 3. I want to express my dissatisfaction with…, 4. I’d like to get a full refund., 5. I’d like to make a complaint., 6. I think I’m waiting too long., 7. I’d like to have my money back., 8. May I contact a person in charge/a person responsible for …, 9. Can I exchange it for something else?, 10. Do I have to make a bank transfer?, 11. Is there any chance to get my money back?, 12. I’d like to exchange this product for a new one., 13. Can you give me a refund, please?, 14. Can you check what is going on with my order?, 15. I still haven’t received my order., 16. I have to admit I’m not satisfied with…, 17. Can I pay the courier directly?, 18. Can I pay on arrival?, 19. Let me explain why I’m dissatisfied., 20. Can I pay by credit card?, 21. The exchange would be a good idea. 2. ASK FOR EXCHANGE Możliwe odpowiedzi: 1. I want to change it for…, 2. It was supposed to be an overnight/home delivery!, 3. I want to express my dissatisfaction with…, 4. I’d like to get a full refund., 5. I’d like to make a complaint., 6. I think I’m waiting too long., 7. I’d like to have my money back., 8. May I contact a person in charge/a person responsible for …, 9. Can I exchange it for something else?, 10. Do I have to make a bank transfer?, 11. Is there any chance to get my money back?, 12. I’d like to exchange this product for a new one., 13. Can you give me a refund, please?, 14. Can you check what is going on with my order?, 15. I still haven’t received my order., 16. I have to admit I’m not satisfied with…, 17. Can I pay the courier directly?, 18. Can I pay on arrival?, 19. Let me explain why I’m dissatisfied., 20. Can I pay by credit card?, 21. The exchange would be a good idea. 3. ASK ABOUT PAYMENT OPTIONS Możliwe odpowiedzi: 1. I want to change it for…, 2. It was supposed to be an overnight/home delivery!, 3. I want to express my dissatisfaction with…, 4. I’d like to get a full refund., 5. I’d like to make a complaint., 6. I think I’m waiting too long., 7. I’d like to have my money back., 8. May I contact a person in charge/a person responsible for …, 9. Can I exchange it for something else?, 10. Do I have to make a bank transfer?, 11. Is there any chance to get my money back?, 12. I’d like to exchange this product for a new one., 13. Can you give me a refund, please?, 14. Can you check what is going on with my order?, 15. I still haven’t received my order., 16. I have to admit I’m not satisfied with…, 17. Can I pay the courier directly?, 18. Can I pay on arrival?, 19. Let me explain why I’m dissatisfied., 20. Can I pay by credit card?, 21. The exchange would be a good idea. 4. HOW TO MAKE A COMPLAINT Możliwe odpowiedzi: 1. I want to change it for…, 2. It was supposed to be an overnight/home delivery!, 3. I want to express my dissatisfaction with…, 4. I’d like to get a full refund., 5. I’d like to make a complaint., 6. I think I’m waiting too long., 7. I’d like to have my money back., 8. May I contact a person in charge/a person responsible for …, 9. Can I exchange it for something else?, 10. Do I have to make a bank transfer?, 11. Is there any chance to get my money back?, 12. I’d like to exchange this product for a new one., 13. Can you give me a refund, please?, 14. Can you check what is going on with my order?, 15. I still haven’t received my order., 16. I have to admit I’m not satisfied with…, 17. Can I pay the courier directly?, 18. Can I pay on arrival?, 19. Let me explain why I’m dissatisfied., 20. Can I pay by credit card?, 21. The exchange would be a good idea. 5. HOW TO EXPLAIN DELIVERY PROBLEMS Możliwe odpowiedzi: 1. I want to change it for…, 2. It was supposed to be an overnight/home delivery!, 3. I want to express my dissatisfaction with…, 4. I’d like to get a full refund., 5. I’d like to make a complaint., 6. I think I’m waiting too long., 7. I’d like to have my money back., 8. May I contact a person in charge/a person responsible for …, 9. Can I exchange it for something else?, 10. Do I have to make a bank transfer?, 11. Is there any chance to get my money back?, 12. I’d like to exchange this product for a new one., 13. Can you give me a refund, please?, 14. Can you check what is going on with my order?, 15. I still haven’t received my order., 16. I have to admit I’m not satisfied with…, 17. Can I pay the courier directly?, 18. Can I pay on arrival?, 19. Let me explain why I’m dissatisfied., 20. Can I pay by credit card?, 21. The exchange would be a good idea.
Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.
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Exercise 3
Read the short description of a situation, look at the mind map and choose the element that doesn’t match the rest in each case. There is only one possible answer. 1.You got a new mobile phone but it seems to be broken. You are writing to the company about the situation – which phrases shouldn’t you use?
a) I must admit that I’m not satisfied with the mobile…
b) I’d like to express my satisfaction with the mobile…
c) I’d like to make a complaint about the mobile I have just received.
d) May I contact the person responsible for sales and deliveries in your company?

2. You bought a new pair of shoes three weeks ago and you are waiting impatiently for their delivery. You are writing to the retailer about the situation – which phrases shouldn’t you use?
a) Can you check what is going on with my order?
b) I’ve been waiting for my shoes for three weeks – I think it is far too long.
c) The exchange of the shoes would be a good idea.
d) I wonder why I still haven’t received my order.

3. You have just received a tracksuit you had ordered. Unfortunately, it seems too small. You are writing to the retailer about the situation – which phrases shouldn’t you use?
a) I’d like to exchange this tracksuit for a bigger one.
b) The exchange of the tracksuit would be a great idea.
c) Can I exchange it for a new one?
d) Can I pay for the tracksuit on arrival?

4. You want to buy new headphones but you don’t have a bank account or a credit card. You are writing to the retailer about the situation – which phrases shouldn’t you use?
a) Can I pay by credit card?
b) Can I pay the courier in cash?
c) Can I pay for the headphones on arrival?
d) Do I have to make a bank transfer to buy these headphones?

5. You have just received the smartwatch but you ordered a different model and colour, and besides, it is damaged. You are writing to the company about the situation – which phrases shouldn’t you use?
a) The smartwatch is the wrong colour and it’s a different model. What is more, it is out of order. So, I’d like to have my money back.
b) I want to get a full refund.
c) I would like to send you my money.
d) Is there any chance to get my money back?
Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.
Exercise 4

Refer back to the mind map and then drag the words to put them in the correct order to make sentences.

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    1. 1. to, 2. like, 3. make, 4. a complaint, 5. I’d1. to, 2. like, 3. make, 4. a complaint, 5. I’d1. to, 2. like, 3. make, 4. a complaint, 5. I’d1. to, 2. like, 3. make, 4. a complaint, 5. I’d1. to, 2. like, 3. make, 4. a complaint, 5. I’d.
    Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

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    2. 1. for, 2. I’d, 3. this, 4. to, 5. exchange, 6. a new, 7. one, 8. product, 9. like1. for, 2. I’d, 3. this, 4. to, 5. exchange, 6. a new, 7. one, 8. product, 9. like1. for, 2. I’d, 3. this, 4. to, 5. exchange, 6. a new, 7. one, 8. product, 9. like1. for, 2. I’d, 3. this, 4. to, 5. exchange, 6. a new, 7. one, 8. product, 9. like 1. for, 2. I’d, 3. this, 4. to, 5. exchange, 6. a new, 7. one, 8. product, 9. like 1. for, 2. I’d, 3. this, 4. to, 5. exchange, 6. a new, 7. one, 8. product, 9. like1. for, 2. I’d, 3. this, 4. to, 5. exchange, 6. a new, 7. one, 8. product, 9. like1. for, 2. I’d, 3. this, 4. to, 5. exchange, 6. a new, 7. one, 8. product, 9. like 1. for, 2. I’d, 3. this, 4. to, 5. exchange, 6. a new, 7. one, 8. product, 9. like.
    Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

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    3. 1. what, 2. going , 3. on, 4. check, 5. my , 6. is, 7. Can, 8. you, 9. with, 10. order? 1. what, 2. going , 3. on, 4. check, 5. my , 6. is, 7. Can, 8. you, 9. with, 10. order? 1. what, 2. going , 3. on, 4. check, 5. my , 6. is, 7. Can, 8. you, 9. with, 10. order?1. what, 2. going , 3. on, 4. check, 5. my , 6. is, 7. Can, 8. you, 9. with, 10. order?1. what, 2. going , 3. on, 4. check, 5. my , 6. is, 7. Can, 8. you, 9. with, 10. order?1. what, 2. going , 3. on, 4. check, 5. my , 6. is, 7. Can, 8. you, 9. with, 10. order?1. what, 2. going , 3. on, 4. check, 5. my , 6. is, 7. Can, 8. you, 9. with, 10. order?1. what, 2. going , 3. on, 4. check, 5. my , 6. is, 7. Can, 8. you, 9. with, 10. order?1. what, 2. going , 3. on, 4. check, 5. my , 6. is, 7. Can, 8. you, 9. with, 10. order?1. what, 2. going , 3. on, 4. check, 5. my , 6. is, 7. Can, 8. you, 9. with, 10. order?.
    Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

  4. R1M7ihiKwEOxC
    4. 1. I’d, 2. like, 3. to, 4. refund, 5. a, 6. get, 7. full1. I’d, 2. like, 3. to, 4. refund, 5. a, 6. get, 7. full1. I’d, 2. like, 3. to, 4. refund, 5. a, 6. get, 7. full1. I’d, 2. like, 3. to, 4. refund, 5. a, 6. get, 7. full1. I’d, 2. like, 3. to, 4. refund, 5. a, 6. get, 7. full1. I’d, 2. like, 3. to, 4. refund, 5. a, 6. get, 7. full 1. I’d, 2. like, 3. to, 4. refund, 5. a, 6. get, 7. full.
    Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

  5. RnBp9X4I0k5OI
    5. 1. pay, 2. directly, 3. I, 4. the, 5. Can, 6. courier1. pay, 2. directly, 3. I, 4. the, 5. Can, 6. courier1. pay, 2. directly, 3. I, 4. the, 5. Can, 6. courier1. pay, 2. directly, 3. I, 4. the, 5. Can, 6. courier1. pay, 2. directly, 3. I, 4. the, 5. Can, 6. courier1. pay, 2. directly, 3. I, 4. the, 5. Can, 6. courier?
    Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.

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Exercise 5
Type the missing words in the correct places. Use the words from the mind map.
  1. Is there any     Tu uzupełnij     to get my money back?
  2. Can I     Tu uzupełnij     it for something else?
  3. I’d like to     Tu uzupełnij     a complaint.
  4. It was supposed to be an overnight     Tu uzupełnij.    
  5. Can I pay on     Tu uzupełnij?    
  6. I want to     Tu uzupełnij     my dissatisfaction with this item.
  7. Do I really have to use bank    Tu uzupełnij?
  8. I would like to make a     Tu uzupełnij.    This product has arrived broken.
  9. Sorry to bother you, but I would like to Tu uzupełnij     it for another model again.
  10. This goes too far. Can I contact the person in     Tu uzupełnij     here?
Źródło: GroMar Sp. z o.o., licencja: CC BY-SA 3.0.
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