Email to online store about returning a defective item (CLB 7)
Task prompt
You ordered a blender online and it arrived with a cracked lid. Write an email to the store's customer service team explaining the problem, what you would like them to do (refund or replacement), and asking how to return the item.
Your task
Write a semi-formal email to customer service about a defective product. Your email must:
- Describe the defect clearly
- State your order details
- Say whether you want a refund or replacement
- Ask about the return process
Word count target: 110–150 words
Model answer (CLB 7)
Subject: Defective Item — Order #ON-77432
Dear Customer Service Team,
I am writing about a recent order I placed on your website. I ordered the ProBlend 500 blender (Order #ON-77432, placed May 15) and it arrived yesterday with a cracked lid. The crack goes across the top of the lid and makes the blender unsafe to use.
I would like to receive a replacement item rather than a refund, as I still need the blender. However, if a replacement is not available, I would accept a full refund.
Could you please let me know how to return the damaged item? I would like to know if you will provide a prepaid return label.
Thank you for your assistance.
Regards, Thomas Nguyen thomas.nguyen@email.com
Why this scores CLB 7
| CLB Criterion | What this response does well |
|---|---|
| Purpose | Clear complaint with specific resolution request |
| Detail | Product name, order number, date, description of damage |
| Organization | What happened → what I want → how to proceed |
| Tone | Polite, calm, professional — not aggressive |
| Vocabulary | ”defective,” “prepaid return label,” “accept a full refund” |
| Grammar | Mostly accurate, appropriate conditionals (“if a replacement is not available”) |
Common mistakes at CLB 5–6
| Weak version | Why it loses marks |
|---|---|
| ”The blender is broken. I want money back.” | Rude tone, no detail, no order information |
| Not including order number | Makes it impossible for customer service to find the account |
| Demanding, not requesting | ”Give me a refund now” drops the register score significantly |
| Forgetting to ask about returns | The prompt requires this — one missing element drops completeness score |
Examiner tip
Consumer complaint emails are one of the most common CELPIP Task 1 formats. Practice the structure: Problem → Evidence → Resolution Request → Next Steps. If you follow this sequence, you automatically hit all the prompt requirements. The examiner is checking whether you can manage a real-world transaction in writing — calm clarity is more impressive than emotional intensity.