In a big online shop, the  works like a system. Orders go out every day, and returns come back every day too.
A customer brings a package to the return desk or a return point. The worker must check the receipt and ask for the reason.
Then the worker opens the package and compares the item with the receipt. If everything matches, the worker can confirm the return.
After that, the warehouse can accept it and pack it again, or send it to another place.
If something is wrong, the worker must report it to the supervisor. A supervisor can confirm a claim.
Then the customer can get a refund or a replacement. If there is no receipt, the worker may refuse the return because they cannot confirm it.
This work looks simple, but one small mistake can create a big claim.

A long time ago, shops had small return desks. Now online shops have huge return warehouses, and they must be fast AND correct.

TASK 0A. PICK THE RIGHT WORD 
Choose the best word from today’s vocab.

1) A person who buys something:
A) customer B) supervisor C) warehouse

2) A paper or number that shows the order details:
A) receipt B) reason C) package

3) “Why do you want to return it?” =
A) replacement B) reason C) confirm

4) A box or bag you bring back:
A) package B) refund C) claim

5) Money back:
A) refund B) replace C) pack

6) A new same product instead of money:
A) replacement B) warehouse C) reason

7) “There is a problem and the customer says it is not their fault”:
A) claim B) return C) compare

8) The person in charge:
A) supervisor B) customer C) item

9) Place where the work happens:
A) warehouse B) receipt C) refund

10) When you say “Yes, it is correct”:
A) confirm B) pack C) refuse