Why You Need English for Online Shopping
India's e-commerce market crossed $80 billion in 2025, with over 350 million online shoppers on platforms like Amazon, Flipkart, Myntra, Meesho, and Ajio. While these platforms support Hindi and regional languages, customer support chat, return policies, product descriptions, and review systems are primarily in English.
If you have ever struggled to explain a problem to a chatbot, felt unsure about how to write a return request, or wanted to leave a helpful product review but did not know how to structure it — this guide is for you.
We cover 8+ complete scripts for real scenarios you will face as an online shopper in India, plus templates for reviews and complaint escalation.
- How to chat effectively with customer support agents in English
- Ready-to-use scripts for returns, refunds, and replacements
- How to write clear, helpful product reviews
- How to escalate complaints to the consumer forum in English
- Essential phrases every online shopper should know
How to Chat with Customer Support in English
Whether you are on Amazon, Flipkart, or Myntra, customer support chat follows a predictable pattern. Here are scripts for the most common situations.
Script 1: Reporting a Damaged Product (Live Chat)
Agent: Hello! Welcome to Amazon Customer Service. How can I help you today?
You: Hi, I received a damaged product. My order number is 408-7291056-3847261.
Agent: I'm sorry to hear that. Could you tell me what the issue is?
You: I ordered a Borosil glass set, and two of the six glasses arrived broken. The box also had visible damage on the outside.
Agent: I apologize for the inconvenience. Would you like a replacement or a refund?
You: I'd prefer a replacement for the two broken glasses. If that's not possible, a full refund would work.
Agent: I can arrange a replacement for the entire set. We'll schedule a pickup for the damaged items. Is there a preferred date?
You: Any day this week works. Can you also share a confirmation email with the pickup details?
Agent: Absolutely. You'll receive a confirmation within 30 minutes. Is there anything else I can help with?
You: No, that's all. Thank you for the quick resolution.
Script 2: Order Not Delivered (Live Chat)
Agent: Thank you for reaching out to Flipkart support. How may I assist you?
You: Hi, my order shows "Delivered" but I haven't received it. The order ID is OD4291847562.
Agent: Let me check the status for you. I can see it was marked as delivered yesterday at 2:15 PM.
You: I was home the entire day and no delivery attempt was made. I also checked with my neighbours and the security guard — no one received it on my behalf.
Agent: I understand your concern. I'll raise an investigation with our logistics team. This usually takes 48 hours.
You: That's fine. But if the product is not found, I'd like a full refund. Can you confirm that?
Agent: Yes, if the investigation confirms non-delivery, a full refund will be processed to your original payment method within 5-7 business days.
You: Thank you. Can I get a reference number for this complaint?
Agent: Your reference number is FLK-29481756. You'll also receive an email summary.
You: Perfect. Thanks for your help.
Script 3: Wrong Product Received (Live Chat)
Agent: Welcome to Myntra support. How can I help you today?
You: I received the wrong product. I ordered a navy blue formal shirt in size L, but I received a casual red shirt in size M. Order number: MYN8847291.
Agent: I'm very sorry about that. Let me pull up your order... I can see the discrepancy. Would you like us to send the correct product?
You: Yes, please send the correct item. But I want to make sure the navy blue formal shirt in size L is actually in stock before the pickup is scheduled.
Agent: Let me check... Yes, it is in stock. I'll arrange a pickup for the wrong item and dispatch the correct one simultaneously.
You: Great. When can I expect the correct product?
Agent: Within 3-5 business days after the pickup is completed.
You: Okay, that works. Please send me confirmation details on email and SMS.
Agent: Done. Is there anything else I can assist with?
You: No, thank you. I appreciate the help.
Return & Refund Request Scripts
Sometimes you need to communicate via email rather than chat — especially for high-value items, warranty claims, or when chat support is not resolving your issue. E-commerce platforms are complex systems built by technology companies like Softechinfra, and understanding the proper channels and language for communication helps you get faster resolutions.
Script 4: Return Request Email
Subject: Return Request — Order #408-7291056-3847261
Body:
Dear Customer Support Team,
I am writing to request a return for the following order:
Order Number: 408-7291056-3847261
Product: Samsung Galaxy Buds2 Pro (Graphite)
Date of Purchase: 28 March 2026
Date of Delivery: 31 March 2026
The left earbud produces a buzzing noise during calls and does not connect properly. I have tried resetting the device and updating the firmware, but the issue persists.
I would like to return this product and receive a full refund to my original payment method. I have attached photos and a short video demonstrating the issue.
Please let me know the next steps for the return process.
Thank you for your assistance.
Regards,
Amit Sharma
Phone: 98XXXXXXXX
Email: amit.sharma@email.com
Script 5: Refund Follow-Up Email (When Refund Is Delayed)
Subject: Follow-Up: Pending Refund — Order #OD4291847562
Body:
Dear Customer Support Team,
I am following up on my refund request for Order #OD4291847562. The return was picked up on 25 March 2026 (Reference: FLK-29481756), and I was informed the refund would be processed within 5-7 business days.
It has now been 10 business days, and I have not received the refund in my bank account. The refund amount is Rs. 4,299.
Could you please check the status and expedite the refund? If there is any additional information required from my end, please let me know.
Thank you.
Best regards,
Priya Verma
Phone: 97XXXXXXXX
Script 6: Phone Call — Requesting a Refund
Agent: Thank you for calling customer support. My name is Ravi. How can I assist you today?
You: Hi Ravi, I'm calling about a refund that hasn't been processed yet. My order number is OD4291847562.
Agent: Let me pull up your account. Can I have the registered email address or phone number?
You: The phone number is 97XXXXXXXX.
Agent: I can see the return was completed on March 25th. The refund is showing as "processing." Let me check why there's a delay.
You: Thank you. I was told it would take 5-7 business days, but it's been over 10 days now.
Agent: I apologize for the delay. It seems there was a system error. I'm escalating this to our finance team right now. The refund should be credited within 2-3 business days.
You: Can I get a reference number for this escalation?
Agent: Your escalation reference is ESC-784291. You'll also receive a confirmation SMS.
You: If I don't receive the refund by next week, who should I contact?
Agent: You can call us again with the escalation reference, or you can email grievance@store.com for priority handling.
You: Thank you, Ravi. I appreciate your help.
How to Write Product Reviews in English
Good product reviews help other buyers make informed decisions — and many Indians hesitate to write them because they are unsure about structure and language. Here is a simple framework you can follow every time.
Review Structure
| Section | What to Write | Example |
|---|---|---|
| Title | One-line summary of your experience | "Excellent sound quality but uncomfortable for long use" |
| What you bought & why | Product name and your use case | "I bought the Sony WH-1000XM5 for daily work-from-home calls" |
| Pros (2-3) | Specific things you liked | "Noise cancellation is superb — I can't hear AC or traffic noise" |
| Cons (1-2) | Honest drawbacks | "Gets warm on the ears after 2+ hours of continuous use" |
| Recommendation | Who should buy this? | "Recommended for WFH professionals. Skip if you wear glasses — the clamp pressure might bother you" |
Script 7: Example Product Review — Electronics
Title: Solid budget phone with an amazing camera
Rating: 4 out of 5 stars
I bought the Redmi Note 14 Pro (8GB/128GB) about three weeks ago, upgrading from an older Realme phone. Here is my honest review after daily use.
Pros:
- The 200MP camera is genuinely impressive for this price range. Daylight photos are sharp and detailed, and the portrait mode works well even in indoor lighting.
- Battery easily lasts a full day with heavy use (social media, camera, calls, and some gaming). I charge it once at night and it is at 15-20% by bedtime.
- The AMOLED display is vibrant and the 120Hz refresh rate makes scrolling feel smooth.
Cons:
- MIUI still has some bloatware and occasional ads in the notification shade. I had to spend 20 minutes turning them off.
- Night photography is average — there is noticeable grain in low-light shots compared to Samsung in the same price range.
Verdict: If camera quality in daylight and battery life are your priorities, this is the best phone under Rs. 20,000. If you mainly shoot at night, consider the Samsung Galaxy M34 instead.
Script 8: Example Product Review — Clothing
Title: Good fabric but runs a size smaller
Rating: 3 out of 5 stars
I ordered the Allen Solly formal shirt in size 40 (navy blue) for office wear.
Pros:
- The fabric quality is excellent — cotton blend that feels breathable even in Mumbai's humidity.
- Colour is exactly as shown in the pictures. No fading after two washes.
Cons:
- Sizing runs small. I usually wear size 40 across brands, but this was tight around the chest. I would recommend ordering one size up.
- The sleeve length is slightly shorter than expected for size 40.
Verdict: Good shirt if you order one size larger than your usual. The quality justifies the price, but the inconsistent sizing is frustrating for online buyers.
Complaint Escalation: Writing to Consumer Forum
When customer support fails to resolve your issue — no refund after weeks, repeated wrong deliveries, or outright fraud — you can escalate to India's consumer protection system. Here is how to write an effective complaint in English.
Where to Complain
| Platform | How to Access | Best For |
|---|---|---|
| National Consumer Helpline | consumerhelpline.gov.in or call 1800-11-4000 | Initial complaints; they mediate with the company |
| E-Daakhil Portal | edaakhil.nic.in | Filing formal consumer court cases online |
| Company Grievance Officer | Check the company's website footer | Escalation within the company before going to court |
Script 9: Formal Complaint Letter to Consumer Forum
To: The President, District Consumer Disputes Redressal Forum, [District Name]
Subject: Complaint Against [Company Name] — Non-Delivery of Refund
Body:
Respected Sir/Madam,
I, [Your Name], resident of [Your Address], wish to register a formal complaint against [Company Name] regarding the non-processing of a refund for Order #[Order Number].
Facts of the Case:
- I purchased [Product Name] on [Date] from [Platform Name] for Rs. [Amount].
- The product was received on [Date] and was found to be defective/damaged/not as described.
- I initiated a return on [Date] and the product was picked up on [Date].
- I was promised a refund within 5-7 business days, but as of [Today's Date], the refund of Rs. [Amount] has not been credited.
- I have contacted customer support multiple times (Reference numbers: [list them]) but the issue remains unresolved.
Relief Sought:
- Full refund of Rs. [Amount] with interest.
- Compensation of Rs. [Amount] for mental harassment and inconvenience.
- Cost of litigation.
I have attached all supporting documents including order confirmation, return pickup receipt, chat transcripts with customer support, and bank statement showing no refund received.
I request the honourable forum to kindly intervene and direct the company to process the refund immediately.
Yours faithfully,
[Your Name]
[Phone Number]
[Email Address]
[Date]
Essential Online Shopping Phrases
Here are the most useful English phrases for online shopping situations, organised by context.
Reporting Problems
- "I'd like to return this product."
- "The product is damaged / defective."
- "I received the wrong item / size / colour."
- "The product does not match the description on the website."
- "I haven't received my order, but it shows as delivered."
Requesting Resolution
- "I'd like a full refund, please."
- "Can I get a replacement instead of a refund?"
- "I haven't received my refund yet. It's been [X] days."
- "Can you expedite the refund process?"
- "Can I speak to a supervisor about this issue?"
Providing Information
- "My order number is [number]."
- "I placed this order on [date]."
- "I've attached photos of the damaged product."
- "The registered email is [email] and phone number is [number]."
- "I have the invoice / receipt."
Escalation
- "I'd like to escalate this issue."
- "Can I speak to a supervisor or manager?"
- "This issue has not been resolved despite multiple attempts. I'd like a reference number."
- "I will be filing a complaint with the consumer forum if this is not resolved within [timeframe]."
- "Can you connect me with the grievance officer?"
Common Mistakes to Avoid
| Mistake | Why It's a Problem | What to Say Instead |
|---|---|---|
| "The product is bad" | Too vague — the agent cannot help without specifics | "The product has a crack on the screen" or "The zipper is broken" |
| "Give me refund NOW!!!" | Aggressive tone slows resolution; agents follow scripts | "I would like a refund processed as soon as possible, please" |
| Typing in ALL CAPS | Reads as shouting; may trigger automated filters | Use normal capitalisation and be specific about urgency |
| Sharing multiple issues at once | Confuses the agent; one ticket per issue | Address the most important issue first, then raise others separately |
| "I will post on social media" | Sounds like a threat; does not help the agent resolve your issue | Focus on facts and desired resolution; save social media as a last resort |
| Not having order details ready | Wastes time; agent needs order number to help | Keep your order number, date of purchase, and registered contact details handy before starting the chat |
Practise with AI
The best time to practise online shopping English is before you actually need it. When you are frustrated about a late delivery or a damaged product, you do not want to simultaneously worry about finding the right English words. Modern e-commerce platforms, built by tech companies like Softechinfra, use increasingly sophisticated chat systems — being comfortable with English chat etiquette gives you a significant advantage in getting faster resolutions.
Simulate customer support conversations, practise writing reviews, and rehearse complaint calls — so when the real situation arises, the English comes naturally.
Practise Customer Support Conversations with AI
TalkDrill's AI characters simulate real customer support scenarios — report damaged products, request refunds, escalate complaints, and practise writing reviews. Build your confidence for real online shopping interactions with instant feedback on your English clarity and tone.
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