Fiche à imprimer : Returns and refunds : renvoyer un achat (5e)

Anglais	Français
to order online 💻	commander en ligne
a parcel 📦	un colis
the wrong size / colour	la mauvaise taille / couleur
to send it back	le renvoyer
a refund 💶	un remboursement
an exchange	un échange

Quand on achète en ligne (online), il arrive que le colis (the parcel) ne corresponde pas : mauvaise taille (the wrong size), article abîmé (damaged)... On peut alors le renvoyer (send it back) et demander un remboursement (a refund) ou un échange (an exchange). Pour se plaindre poliment, on dit : I'd like to return this item, please. ou Could I have a refund?

Mise en situation : le colis

Agent : Hello, customer service. How can I help you?

Bonjour, service client. Comment puis-je vous aider ?

Leo : Hello. I ordered a hoodie, but it's the wrong size.

Bonjour. J'ai commandé un sweat à capuche, mais ce n'est pas la bonne taille.

Agent : I'm sorry about that. Would you like an exchange or a refund?

J'en suis désolé. Voulez-vous un échange ou un remboursement ?

Leo : Could I have a medium instead, please?

Est-ce que je pourrais avoir une taille M à la place, s'il vous plaît ?

Agent : Of course. Just send it back with the return label.

Bien sûr. Renvoyez-le simplement avec l'étiquette de retour.

Leo : Thank you very much for your help!

Merci beaucoup pour votre aide !

À retenir

to order, a parcel, the wrong size, damaged, a refund, an exchange.
I'd like to return this item. Could I have a refund, please?

Exercice 1 : Renvoyer un achat : exercice 1 (QCM)

📦
1. a pencil
2. a parcel bin
3. a parcel
« un remboursement »
1. a fund
2. a refund
3. a refill
« la mauvaise taille »
1. the wrong side
2. the bad sighs
3. the wrong size
« le renvoyer »
1. to send it black
2. to back it send
3. to send it back
« abîmé »
1. damp
2. damaged
3. dangerous
« un échange »
1. an exchange
2. an change
3. an exchanging
« commander en ligne »
1. to order on line up
2. to order online
3. to command online
« service client »
1. customer service
2. client service desk
3. costumer service
« Je voudrais renvoyer cet article. »
1. I'd like return this item.
2. I like to return this item.
3. I'd like to return this item.
« une étiquette de retour »
1. a return table
2. a return label
3. a turn label

Exercice 2 : Renvoyer un achat : exercice 2 (à compléter)

I .......................... a hoodie online. (ai commandé)
It's the wrong .......................... .
Would you like an exchange or a .......................... ?
Just send it .......................... .
I'd like to .......................... this item.
The parcel arrived .......................... . (abîmé)
How can I .......................... you?
Could I have a medium .......................... ? (à la place)
I'm sorry about .......................... .
Thank you for your .......................... !

Exercice 3 : Renvoyer un achat : mise en situation

Tu expliques que ce n'est pas la bonne taille.
1. It's wrong the size.
2. It's the wrong size.
3. It's the bad size.
Tu demandes un remboursement.
1. Can I having a refund?
2. Could I have refund please me?
3. Could I have a refund, please?
Tu dis que tu veux renvoyer l'article.
1. I'd like to return this item.
2. I'd like return this item.
3. I like returning this item.
Tu dis que le colis est arrivé abîmé.
1. The parcel arrived damaged.
2. The parcel arrived damage.
3. The parcel arrive damaged.
Tu demandes une autre couleur.
1. Could I have it in blue in place?
2. Can I has it in blue?
3. Could I have it in blue instead?
L'agent s'excuse.
1. I'm sorry about that.
2. I'm sorry for that thing.
3. I sorry about that.
Tu dis que tu as commandé en ligne.
1. I order it online yesterday.
2. I ordered online it.
3. I ordered it online.
L'agent propose son aide.
1. What can I help you?
2. How I can help you?
3. How can I help you?
Tu remercies poliment.
1. Thanks you very much!
2. Thank you very much for you help!
3. Thank you very much for your help!
Tu demandes un échange.
1. I'd like a exchange, please.
2. I like exchange, please.
3. I'd like an exchange, please.

Corrigé

Exercice 1

1. c) a parcel · 2. b) a refund · 3. c) the wrong size · 4. c) to send it back · 5. b) damaged · 6. a) an exchange · 7. b) to order online · 8. a) customer service · 9. c) I'd like to return this item. · 10. b) a return label

Exercice 2

1. ordered · 2. size · 3. refund · 4. back · 5. return · 6. damaged · 7. help · 8. instead · 9. that · 10. help

Exercice 3

1. b) It's the wrong size. · 2. c) Could I have a refund, please? · 3. a) I'd like to return this item. · 4. a) The parcel arrived damaged. · 5. c) Could I have it in blue instead? · 6. a) I'm sorry about that. · 7. c) I ordered it online. · 8. c) How can I help you? · 9. c) Thank you very much for your help! · 10. c) I'd like an exchange, please.