TOEIC Practice: Customer Return Request (RMA)

CONTEXT

Subject: Urgent: Return Request for Batch #G-508

Dear Mark,

I am writing to formally request a return for the latest shipment received yesterday. During our incoming inspection (IQC), our quality team identified a defect rate exceeding 10% on the components provided. This significantly impacts our production schedule as we cannot proceed with the assembly line.

Please provide a Return Merchandise Authorization (RMA) number by the end of today so we can arrange the logistics. We also need a corrective action report (CAR) regarding how this quality issue occurred and what steps are being taken to prevent recurrence in future batches.

Best regards,
James, Quality Assurance Manager

QUESTIONS:

1. Why is James requesting a return?

1. The shipment arrived later than the scheduled delivery date.
2. The components were damaged during the shipping process.
3. The defect rate during inspection was higher than acceptable limits.
4. The incorrect model of components was delivered to the site.

2. What is James requesting from Mark by the end of the day?

1. A replacement shipment of the same components.
2. An RMA number to facilitate the return.
3. A full refund for the entire order value.
4. A meeting to discuss the production schedule.

3. Besides the return, what else does the QA manager require from the supplier?

1. A detailed explanation of how the defects happened.
2. A reduction in the price of the next batch.
3. A site visit from the engineering lead.
4. An apology letter from the sales manager.

Anwsers

1. C | 2. B | 3. A

VOCABULARY & PHRASES

• incoming inspection: 進料檢驗；進貨檢驗
• defect rate: 不良率
• production schedule: 生產計畫
• assembly line: 裝配線
• Return Merchandise Authorization (RMA): 退貨授權
• by the end of today: 在今天結束前；今天下班前
• logistics: 物流
• corrective action report (CAR): 矯正措施報吿
• Quality Assurance Manager: 品保經理