Customer (Phrases to complain:): I demand a full refund for this / these…, I’m afraid I have to make a complaint., Sorry, this charge is wrong, I gave you _$ not _$., I’m afraid there’s a slight problem with my order., I think there’s been a payment mistake., Don’t get me wrong, but I think you should replace this item., I’m sorry to bother you, but there has been a delivery problem., I’d like to speak to your manager, please., I’d like to return this / these…, Excuse me, I’m not sure about this / these. Seems like the package is damaged., I’m calling in regard to the order #..., Maybe you forgot to..., Retailer (Phrases to respond:): Would you like to file a complaint?, Could you, please, describe the damage?, Let me look it up in our database…, Is there anything else I can help you with?, Can I see the receipt, please?, We’ll initiate the refund procedure., We’ll process your complaint within 3 days., Maybe we could send you a replacement?, What seems to be the problem?, A full refund is possible within 14 days of purchase., What’s your tracking number?, I’m terribly sorry that you’re dissatisfied with…, Oh, I’m terribly sorry. Here’s your $35., Of course, sir, a full refund is possible within 14 days of purchase. Can I see the receipt, please?, Let me look it up in our database… I see you ordered three pairs of jeans and a backpack, is that right?,

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