An Email Explaining a Problem | A1/A2 English Writing

A1/A2 English | Writing | Functional Language

📧 An Email Explaining a Problem
(How to write a polite email about a problem)

Learn how to explain a problem in an email. Read an example, learn useful phrases, and write your own!

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Step 1: Look and predict!

What problems do people write emails about? Think of examples.

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Step 2: Read the email

To: customer.service@onlinestore.com

From: maria.silva@email.com

Subject: Problem with my order #98723

Dear Customer Service Team,

I am writing to explain a problem with my recent order. I ordered a blue jacket on March 10th. The order number is #98723.

Yesterday, I received the package, but the jacket was the wrong color. I ordered a blue jacket, but you sent me a red one. I am very disappointed because I need the blue jacket for my brother's birthday next week.

I checked the order confirmation email. The confirmation says "blue jacket", so the mistake is on your side. I would like to exchange the red jacket for a blue one.

Could you please tell me how to return the red jacket? I can send it back to your warehouse. Also, I would like to know if you can send the blue jacket quickly so it arrives before the birthday.

Thank you for your help. I look forward to your reply.

Best regards,
Maria Silva

📌 Notice: The email is polite, clear, and explains the problem step by step. It asks for a solution.

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Step 3: Key vocabulary for problem emails

📦 order (noun/verb) Something you buy online / the action of buying

📧 confirmation An email that confirms your order details

📮 return (verb) To send something back to the seller

🔄 exchange (verb/noun) To change one item for another

😞 disappointed Sad because something was not as expected

🏭 warehouse A large building where products are stored

📅 deadline The date by which something must be done

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Step 4: Do you understand the email?

1. What did Maria order?

2. What did Maria receive?

3. Why does Maria need the blue jacket?

4. What does Maria want to do with the red jacket?

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Step 5: Email structure – How to organize your email

📌 1. SUBJECT LINE

Clear and short: "Problem with order #98723"

📌 2. GREETING

Dear Customer Service / Dear Sir or Madam / Hello,

📌 3. INTRODUCTION – State the problem

"I am writing to explain a problem..."

📌 4. DETAILS – What happened?

What did you order? What did you receive? When?

📌 5. SOLUTION – What do you want?

"I would like to exchange..." / "I would like a refund..."

📌 6. POLITE REQUEST – Ask for action

"Could you please tell me how to return the item?"

📌 7. CLOSING

Thank you for your help. / I look forward to your reply.

📌 8. SIGNATURE

Best regards, / Sincerely, + Your name

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Step 6: Useful phrases for problem emails

📌 Starting the email:
"I am writing to explain a problem..."
"I am writing about..."
"I am contacting you because..."

📌 Explaining the problem:
"I ordered a ___ but I received a ___."
"The item arrived damaged."
"The delivery was late."

📌 Asking for a solution:
"I would like to exchange this item."
"I would like a refund."
"Could you please send the correct item?"

📌 Being polite:
"Thank you for your help."
"I apologize for the inconvenience."
"I look forward to your reply."

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Step 7: Grammar – Past Simple (to explain what happened)

🔍 Look at these sentences from the email:

"I ordered a blue jacket on March 10th."
"I received the package yesterday."
"You sent me a red one."

📌 Rule: Use Past Simple to talk about completed actions in the past.

Regular verbs: add -ed (order → ordered, receive → received)
Irregular verbs: change form (send → sent, buy → bought, get → got)

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Step 8: Complete the sentences (Past Simple)

1. I _______ (order) a book online.

2. The package _______ (arrive) yesterday.

3. They _______ (send) me the wrong color.

4. I _______ (pay) for express delivery.

5. The box _______ (be) damaged.

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Step 9: Write your own email explaining a problem

Choose one of these problems and write an email to customer service:

📱 You ordered a phone case, but you received the wrong size.
👟 You ordered shoes, but they arrived two weeks late.
📚 You ordered a book, but the book has missing pages.
🍕 You ordered food delivery, but they forgot one item.

Use the structure and useful phrases. Write your email here:

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Step 10: Speaking Practice – Explain a problem

Task: Press the microphone button and explain a problem. Imagine you are calling customer service.

💡 Examples:
"Hello, I have a problem with my order. I ordered a blue jacket, but you sent me a red one."
"Hi, I received my package yesterday, but the item is broken."

Your recorded speech: (Not yet recorded)

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Email Writing Checklist

☐ Did you write a clear subject line?

☐ Did you start with a greeting (Dear...)?

☐ Did you explain the problem clearly?

☐ Did you include important details (order number, date)?

☐ Did you say what you want (exchange, refund, etc.)?

☐ Did you use polite phrases (Could you please...)?

☐ Did you use Past Simple to explain what happened?

☐ Did you check your spelling and punctuation?

☐ Did you end with a polite closing (Thank you, Best regards)?

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