The Wrong Size: Email to an Online Shop
You ordered trainers online but they sent the wrong size. Write a polite email to the shop explaining the problem and saying what you want.
- Time
- 20 min
- Length
- 70-90 words
Writadia · A2 · Emails
NameClassDate
The situation
Last week you ordered a pair of blue trainers, size 39, from an online shop called StepUp. Today the parcel arrived. The trainers are the right colour, but they are size 37.
Your task
Write an email to the shop. Include:
- what you ordered and when
- what the problem is
- what you want them to do
- your order number (StepUp-4471)
Writing toolkit
Open these only when you need them. Try the first draft on your own.
Plan it in steps
- Start with "Dear StepUp team," or "Hello,".
- Say what you ordered and when, with the order number.
- Explain the problem in one or two sentences.
- Say what you want: a change or your money back.
- End politely: "Thank you for your help."
Useful phrases
Opening
The problem
What you want
Ending
Tap a phrase to add it to your text. Gaps (…) are selected so you can type over them.
Vocabulary
- order
- something you ask a shop to send youMy order arrived today.
- parcel
- a box you send by postThe parcel was late.
- the wrong size
- not the size you asked forThey sent the wrong size.
- refund
- money that a shop gives back to youI'd like a refund.
- send back
- return something by postHow do I send them back?
Model answer (74 words)
Read it after you’ve written your own version. Notice the highlighted parts. The numbers explain why they work.
Dear StepUp team,
I'm writing about my order number StepUp-4471.1 Last week I ordered a pair of blue trainers in size 39. The parcel arrived today and the colour is right, but the trainers are size 37. They are too small for me, and I can't wear them.2
Could you please send me the right size? Please also tell me how to send these back.3
Thank you for your help.
Best wishes, Ayşe Demir
- First line: the reason for writing.
- Explain the problem clearly and simply.
- A polite request with "Could you please...?"
Teacher notes
Focus: polite requests (Could you please...? I would like...). Compare with impolite versions: "Send me the right size!"
Role play: after writing, students swap emails and write the shop's reply.
Extra challenge
Write the shop's reply. Say sorry and explain what will happen next.
Lesson plan
- 5 minWarm-up
Show the situation on the classroom screen and ask: “What would you write in this situation?” Take two or three quick answers.
- 6 minWord pool
Open “Word pool” on the classroom screen. Students make one sentence each with: order, parcel, the wrong size, refund, send back.
- 7 minModel text
Reveal the model sentence by sentence in “Model text” mode. At each sentence ask: “What job does this sentence do?” Write these phrases on the board: “I'm writing about my order (number ...).”, “The trainers arrived today, but they are the wrong size.”, “I ordered size 39, but you sent size 37.”.
- 15 minWriting
Start the timer. Students write their own text; anyone stuck can use the plan in the toolkit. (70-90 words)
- 5 minPeer review
Students swap texts and fill in the peer-review sheet.
- 2 minWrap-up
Set the extra challenge as homework.
The task’s own teacher notes give extra ideas for the warm-up and focus.
Assessment rubric
| Criterion | 4 · Excellent | 3 · Good | 2 · Developing | 1 · Beginning | Score |
|---|---|---|---|---|---|
| Task | All the requested information is there. | One point is missing. | Several points are missing. | Little connection to the task. | |
| Organisation | Sentences in order; and, but, because used well. | Mostly in order. | Order is confusing. | Unconnected sentences. | |
| Vocabulary | Topic words used; most spelled correctly. | Simple but enough. | A lot of repetition and spelling errors. | Words do not carry the meaning. | |
| Grammar and mechanics | Capitals, full stops and basic tenses correct. | A few errors, meaning clear. | Frequent errors, meaning sometimes lost. | Hard to understand. | |
| Total | / 16 | ||||
Each criterion scores 1–4 (total 16). Use the task checklist below to tick what the student actually did.
Task checklist
- I wrote the order number.
- I explained the problem clearly.
- I used Could you please ...?
- I ended politely.
Teacher comment
Peer-review sheet
Students swap texts and give each other feedback with this sheet.
Before you finish
Before you finish
- I wrote the order number.
- I explained the problem clearly.
- I used Could you please ...?
- I ended politely.
Writadia · A2 · Emails
Assessment rubric: The Wrong Size: Email to an Online Shop
| Criterion | 4 · Excellent | 3 · Good | 2 · Developing | 1 · Beginning | Score |
|---|---|---|---|---|---|
| Task | All the requested information is there. | One point is missing. | Several points are missing. | Little connection to the task. | |
| Organisation | Sentences in order; and, but, because used well. | Mostly in order. | Order is confusing. | Unconnected sentences. | |
| Vocabulary | Topic words used; most spelled correctly. | Simple but enough. | A lot of repetition and spelling errors. | Words do not carry the meaning. | |
| Grammar and mechanics | Capitals, full stops and basic tenses correct. | A few errors, meaning clear. | Frequent errors, meaning sometimes lost. | Hard to understand. | |
| Total | / 16 | ||||
Each criterion scores 1–4 (total 16). Use the task checklist below to tick what the student actually did.
Task checklist
- I wrote the order number.
- I explained the problem clearly.
- I used Could you please ...?
- I ended politely.
Teacher comment
Writadia · A2 · Emails
Peer-review sheet: The Wrong Size: Email to an Online Shop
WriterReviewer
Read your partner’s text carefully. Be kind and specific: say why, not just “good”.
Task checklist
| Yes | Partly | No | |
|---|---|---|---|
| I wrote the order number. | |||
| I explained the problem clearly. | |||
| I used Could you please ...? | |||
| I ended politely. |
Questions
- Does the text give all the information asked for?
- Does every sentence start with a capital and end with a full stop?
- Did the writer use and, but or because? Copy one example.
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Writadia · A2 · Emails
Lesson plan: The Wrong Size: Email to an Online Shop
- 5 minWarm-up
Show the situation on the classroom screen and ask: “What would you write in this situation?” Take two or three quick answers.
- 6 minWord pool
Open “Word pool” on the classroom screen. Students make one sentence each with: order, parcel, the wrong size, refund, send back.
- 7 minModel text
Reveal the model sentence by sentence in “Model text” mode. At each sentence ask: “What job does this sentence do?” Write these phrases on the board: “I'm writing about my order (number ...).”, “The trainers arrived today, but they are the wrong size.”, “I ordered size 39, but you sent size 37.”.
- 15 minWriting
Start the timer. Students write their own text; anyone stuck can use the plan in the toolkit. (70-90 words)
- 5 minPeer review
Students swap texts and fill in the peer-review sheet.
- 2 minWrap-up
Set the extra challenge as homework.
The task’s own teacher notes give extra ideas for the warm-up and focus.
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