The key idea
The learner can explain a simple problem clearly and ask for a specific action.
What is it for?
Write a short, polite email about a problem. Explain what happened and ask for help.
What you need to know
- Start with a greeting and say why you are writing.
- Explain what is wrong now.
- Say when the problem started or what happened.
- Ask clearly for the help you need.
- Thank the reader and finish politely.
1. Start with the reason for your email
Begin with a greeting. Then explain why you are writing. This helps the reader understand your message quickly.
- Use Hello or Dear with the person's name.
- Write I'm writing because... to explain your reason.
- Keep your first sentence short.
Hello, I'm writing because my room is too cold.
The reader knows the reason for the email.
Dear Shop Team, I'm writing because my headphones don't work.
The problem is clear from the start.
2. Explain what is wrong
Say exactly what the problem is. Use one fact in each sentence. Add when it started or what happened.
- Use the present for a problem that exists now.
- Use the past for something that happened before.
- Add one useful detail, such as a date or a place.
The shower doesn't work.
The present explains the problem now.
I arrived yesterday.
The past explains when the situation began.
The room is very cold.
This sentence gives one clear fact.
3. Ask for specific help
Tell the reader what you want. A clear request makes it easier to help you. Use polite words.
- Use Could you please... for a polite request.
- Use Can you help me? when you need general help.
- Name the action you want the reader to take.
Could you please send me a new pair?
The reader knows exactly what you want.
Could you please check the shower?
The request names a clear action.
4. Finish politely
Stay calm and polite throughout your email. You can explain a problem without angry words. Do not use capital letters to show anger.
- Thank the reader for their help.
- Use a simple closing, such as Best wishes.
- Write your name after the closing.
Thank you for your help.
This is polite and easy to understand.
Best wishes, Alex
This is a simple email closing.
How to do it, step by step
- Write a greeting.
- Say why you are writing.
- Explain the problem and when it started.
- Ask for the help you need.
- Say thank you and add a closing.
Formulas and key language
| Use it for | Example | Another example |
|---|---|---|
| I'm writing because + problem. | I'm writing because my room is cold. | I'm writing because my headphones don't work. |
| The + thing + doesn't work. | The shower doesn't work. | The phone doesn't work. |
| I bought + thing + time. | I bought these headphones last week. | I bought this lamp yesterday. |
| It started + time. | It started yesterday. | It started this morning. |
| The + thing + is + problem. | The screen is black. | The room is very cold. |
| Could you please + action? | Could you please check the room? | Could you please send a new pair? |
| Can you help me with + thing? | Can you help me with this problem? | Can you help me with my room? |
| Thank you for + noun. | Thank you for your help. | Thank you for your time. |
UK / US: In British and American English, these polite email phrases are common. Some words differ, such as colour (UK) and color (US).
Model text
An Email About Broken Headphones
Greeting
Dear Shop Team,
Start with a polite greeting.
Purpose
I'm writing because my new headphones don't work. I bought them last week. I bought them at your shop on Monday.
Give the reason and say when you bought them.
Problem and detail
The sound stops after a few minutes. I tried them on my phone and computer. The left side is very quiet.
Explain what is wrong. Add one useful detail.
Request
Could you please send me a new pair? I can return these headphones to your shop. I can send you a photo of the problem.
Ask for a clear action. Add a helpful detail.
Thanks and closing
Thank you for your help. I hope to hear from you soon. Best wishes, Alex
Finish politely and write your name.
Common mistakes
✗ I buy these headphones last week.
✓ I bought these headphones last week.
Use bought for something that happened last week.
✗ My headphones doesn't work.
✓ My headphones don't work.
Use don't with the plural word headphones.
✗ Could you please to send a new pair?
✓ Could you please send a new pair?
Use the simple verb after Could you please.
✗ Please SEND ME A NEW PAIR!
✓ Could you please send me a new pair?
A polite request sounds calmer than shouting.
✗ Thank you your help.
✓ Thank you for your help.
Use for before the thing you are thankful for.
Plan it, then check it
Plan
- Write down the problem in a few words.
- Write when it started or what happened.
- Choose one clear detail to explain the problem.
- Decide what help you want.
Check
- Did I explain the problem clearly?
- Did I say when it started or what happened?
- Did I ask for a specific action?
- Did I use past and present verbs correctly?
- Did I keep my email polite?
Practice
Choose the Clearest Sentence
Choose the clearest problem sentence or polite request.
1.Which sentence explains a problem clearly?
The first sentence says exactly what is wrong.
2.Which sentence says when the problem started?
The second sentence gives the starting time.
3.Which sentence asks politely for a new item?
The third sentence makes a clear, polite request.
4.Which sentence uses the past for a past action?
Bought is the past form of buy.
5.Which sentence gives one useful detail?
The first sentence gives one clear fact.
6.Which sentence finishes the email politely?
The third sentence is polite and calm.
Put the Words in Order
Put the words in order to make one clear sentence.
1.Put the words in order:
myworkphonedoesn't
Start with the thing, then explain the problem.
2.Put the words in order:
Iityesterdaybought
Put the person before the past verb.
3.Put the words in order:
mehelpyoupleasecould
Both orders make a polite request.
4.Put the words in order:
blackscreenisthe
Put the thing first, then describe it.
5.Put the words in order:
sendcouldoneapleasenewyou
Use Could you please before the action.
Complete the Sentence
Write the one word that completes each sentence. Use exactly three underscores as the gap.
1.My headphones work.
Use don't with the plural word headphones.
2.I this lamp last week.
Use bought for a past action.
3.The screen black now.
Use is to describe the screen now.
4.Could you send me a new pair?
Please makes the request polite.
5.The problem started two days .
Two days ago means two days before today.
6.Thank you your help.
Use for in this thank-you phrase.
Find and Fix One Mistake
Each sentence has one small mistake. Write the corrected sentence.
1.I buy it yesterday.
Use bought for an action in the past.
2.My headphones doesn't work.
Use don't with the plural word headphones.
3.Could you please sends a new pair?
Use the simple verb after Could you please.
4.Thank you your help.
Add for before your help.
5.The screen black now.
Use is to describe the screen now.
Now write
Your task
You bought headphones last week. They do not work. Write an email to the shop. Explain the problem and ask for a new pair.
Word bank
headphonesshoplast weektodayproblemsoundphonecomputerworkbrokennew pairpleasehelpthank youreturn
Sentence starters
- Dear Shop Team,
- I'm writing because...
- I bought them...
- They don't work because...
- Could you please...
- Thank you for...