Returning an Item at a Store

Six questions about returning something to a store, from what to bring to what to say when the answer is no.

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You bought a shirt and it doesn't fit. What should you bring to the store?

This pass0 correct · 0 cued · 0 incorrect · 0/6
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Stays on this screen. Nothing is saved or sent.

Mark a card Correct, Correct with cue or Incorrect and the summary writes itself here.

How to run it

Read each scenario aloud and let the student choose, then role-play it with you as the clerk. Spend time on the past-30-days scenario: practise accepting the answer, asking about store credit, and staying calm. Check vocabulary such as refund, exchange, receipt and store credit along the way.

Cueing ladder

Start at the top. Add support one step at a time.

  1. Step 1IndependentPresent the item and wait 5 seconds of quiet before helping.Log as correct
  2. Step 2PromptAsk 'What's your first step?' or 'What would you say here?'Log as cued
  3. Step 3Two choicesOffer two responses and talk through which one fits the situation better.Log as cued
  4. Step 4ModelRole-play it yourself first, then the student tries it.Log as cued

Adjust it

Easier

Give the student a written script to read from during the role-play.

Harder

Drop the script, and play a less helpful partner who asks a follow-up question.

Matching IEP goal

Given a real-life scenario, Student will give a clear, appropriate response in 4 of 5 opportunities across 3 consecutive sessions, given no more than one prompt.

Send it home through the parent portal →

About this activity

Six questions that walk through returning an item to a store: bringing the shirt and your receipt, finding the customer service desk, starting the conversation clearly, knowing the difference between a refund and an exchange, responding when the clerk says no, and asking for help when the receipt is lost. It is aimed at students in grades 8 through 12 handling their own purchases, where a return is one of the first conversations with a stranger that involves a small disagreement.

What to listen for

Notice whether the student opens with what they want and why, or with a complaint. Listen for how they handle the no: do they have a next question ready, or does the conversation end there? Confusing refund and exchange is common and worth a quick check.

Carrying it home

Next time something needs to go back to a store, let your teen do the return while you wait nearby. Before going in, have them tell you what they will say and what they will ask if the store says no. Afterwards, talk about how it went.

What's in this activity

  • You bought a shirt and it doesn't fit. What should you bring to the store?
    • The shirt and your receipt
    • Just the empty shopping bag
    • A different shirt
  • Where do you usually go to return something?
    • The fitting room
    • The customer service desk
    • The back stockroom
  • What is a clear way to start?
    • This store sells bad stuff.
    • Put the shirt on the counter and wait.
    • Hi. I'd like to return this shirt because it doesn't fit.
  • The clerk asks if you want a refund or an exchange. What does exchange mean?
    • Trading it for a different size or item
    • Getting your money back
    • Keeping it and getting a coupon
  • The clerk says you can't return it because it's past 30 days. What is a good response?
    • Keep arguing until they say yes.
    • Okay. Could I get store credit instead?
    • Leave the shirt on the counter and walk out.
  • You lost your receipt. You paid with your debit card. What could you ask?
    • Can I return it twice?
    • Do you know where my receipt is?
    • Can you look up my purchase with the card I paid with?

Questions

Who is this for?
Students in grades 8 through 12 working on community transition skills, problem solving and functional vocabulary.
Does every store have the same return policy?
No, and that is part of the lesson. The student can practise asking what the policy is before buying something.
Is it free?
Yes. It plays free in the browser with no login. An account adds session data, goal scoring and assignment to a student.

Use this board with your caseload

With a free account, every correct, cued and incorrect mark is saved to the student and scored against their IEP goal, with the data written up for you. Assign it as home practice through the parent portal.

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