1) Have you ever complained about an item you bought? Why? What happened? 2) Have you ever bought something and it arrived damaged? What did you do? 3) If you buy and item and it's damaged, do you prefer to exchange or get a refund? 4) Does your family often return things? 5) Do you ever ask for a receipt when you buy anything? Why/why not? 6) Do you/your family order much online? 7) What was the last thing someone returned? 8) What was the last thing you exchanged? 9) What was the last thing you were refunded for? 10) Have you ever ordered anything and it arrived damaged?

B1-U7-Returning Goods Speaking

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