Kate: Hello.
Shop assistant: Hello, can I help you ?
Kate : I hope so. I would like to return an item.
Shop assistant : What are you returning ?
Kate : This cellphone.
Shop assistant : Is there a problem ?
Kate: I bought it two days ago and now it’s broken.
Shop assistant : What exactly is wrong with it?
Kate: Well, the phone turns off by itself.  I think there’s a problem with the battery.
Shop assistant : Can I have a look. Do you have the cable ?
Kate : Yes, here it is.
Shop assistant : That’s fine, we can offer to replace it or give you a refund.  Which would you prefer ?
Kate: I would prefer a refund please.
Shop assistant : Do you have your receipt with you?
Kate: Sure, here it is.  Thank you so much !