General Training Task 1 · Formal letters
Damaged online order
An original IELTS practice question with a planning route and a sample answer to learn from.
Aim for at least 150 words in about 20 minutes. Suggested practice level: foundation, not a predicted band.
Your writing task
You recently ordered an item online, but it arrived damaged. Write a letter to the company. Describe the item, explain the damage, and state what you would like the company to do.
How to approach this question
Write to an organisation or person you do not know. State the purpose clearly, cover all three task points and keep the tone polite and professional.
Formal letters: develop every task point and make the request clear →
Describe the item and order clearly, then explain the specific damage and how it affects use. A fictional order reference can help make the letter concrete.
Ask for a specific remedy such as a replacement or refund. Give a reasonable next step while keeping the tone polite and firm.
These are possible directions, not required opinions or facts to memorise. Develop your own response and check every claim against the task.
A possible plan
- Opening: use a formal greeting for an unknown recipient and state the purpose clearly.
- First task point: give enough specific detail for the organisation or official to understand the situation.
- Remaining task points: develop each requested point, including any action or information you need.
- Closing: end politely with a formal sign-off that matches the greeting.
Vocabulary you can use precisely
Choose language that fits your meaning. You do not need to include every phrase.
- arrange a replacement
- Organise the delivery of another item in place of the damaged one.
Please arrange a replacement and let me know when it will arrive.
- at no additional cost
- Without an extra charge.
I would like the damaged item to be collected at no additional cost.
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