Words (Core Vocabulary)
- complaint / concern / service issue
- policy / warranty / return window
- remedy / resolution / replacement / refund / credit
- goodwill / accommodation
- case number / reference / escalation / supervisor
- evidence / photos / receipt / timestamp
- timeline / response time / follow-up
Phrases (Calm → concrete → close)
Start (calm & factual)
- I’m writing about a problem with [product/service].
- On [date], [what happened] at [location/order #].
- This caused [impact].
Request a remedy
- I’m requesting a refund/replacement/repair/credit under your policy/warranty.
- Could you propose a solution by [date]?
Escalate if needed
- If this can’t be resolved, please escalate to a supervisor.
- Please provide a case number for reference.
Close
- Photos/receipts attached.
- Thank you for your help— I look forward to your reply.
Contextual Examples (Natural, everyday)
- Retail: Order #456 arrived damaged. I’m requesting a replacement or refund; photos attached.
- Housing: Noise after 11 p.m. for three nights—requesting enforcement of quiet hours.
- Transit: Monthly pass was double-charged—please reverse the extra charge.
Collocations & Phrases (bold the key words)
- state the facts
- cite the policy/warranty
- request a specific remedy
- provide evidence
- obtain a case number
- set a timeline
- confirm resolution in writing
Canadian Cultural Context
- A polite tone + clear ask usually works best.
- Keep records (emails, screenshots, dates).
- Many orgs offer goodwill credits—ask respectfully if a policy doesn’t strictly cover your case.
Extra Mini-Patterns (plug-and-play)
- Email opener: “On May 12, my order arrived damaged; photos attached. I’m requesting a replacement.”
- Escalation: “If we can’t resolve this today, please escalate and share the case number.”
- Follow-up: “Following up on case #123—could you confirm the refund timeline?”