返品と予約Returns and Reservations
Chapter Objectives
By the end of this chapter, you will be able to:
- Talk about returning or exchanging an item, making a reservation, and cancelling or changing plans.
- Describe a conditional situation using「なら」, such as what will happen or what someone should do if something is the case.
- Describe a conditional situation using「場合」to talk about a specific case or circumstance, especially in more formal or written contexts.
- State what is or is not possible using「ことができます」.
- Make a polite request using「てもらえますか」and understand how it relates to「てもらえませんか」from Chapter 6.
- Ask and answer confirmation questions to check details such as dates, times, and conditions before completing a transaction.
- Read and write a short exchange about a return, exchange, or reservation, including relevant conditions and confirmations.
Communication Scenario
A few days after her afternoon of small problems in Chapter 6, Emma needs to return a jacket that does not fit, and she also wants to make a dinner reservation for Yuki's birthday. At the shop, she has to understand the store's return policy and ask about exchanging the jacket for a different size. On the phone, she has to make a reservation, confirm the date and time, and ask what will happen if she needs to change her plans.
- This chapter continues Unit II by moving from explaining unexpected problems (Chapter 6) to negotiating transactions: returns, exchanges, and reservations.
- By the end of the chapter, you will be able to state conditions, ask what is possible, make a polite request, and confirm details clearly with store or restaurant staff.
Core Vocabulary
This chapter introduces vocabulary for returns, exchanges, reservations, receipts, policies, and confirmations. These words are new to Volume II and appear with furigana throughout this chapter and until a later chapter's matrix marks them as consolidated.
| Japanese | Reading | English meaning |
|---|---|---|
| 返品 | へんぴん | return (of purchased goods) |
| 交換 | こうかん | exchange |
| 予約 | よやく | reservation; booking |
| キャンセル | キャンセル | cancellation |
| 領収書 | りょうしゅうしょ | receipt (formal) |
| レシート | レシート | receipt (everyday, register-printed) |
| 期限 | きげん | time limit; deadline |
| 条件 | じょうけん | condition; requirement |
| 変更 | へんこう | change; alteration |
| サイズ | サイズ | size |
| 空いている | あいている | to be available; to be free (a seat, a table) |
| 満席 | まんせき | fully booked (seats) |
| 予約番号 | よやくばんごう | reservation number |
| 支払う | しはらう | to pay |
返品 refers to returning an item for a refund or simply giving it back, while 交換 refers to exchanging an item for a different one, such as a different size or color. A shop's policy may allow one, both, or neither, depending on the item and the 期限 (time limit) stated on the レシート or 領収書.
Script and Kanji Focus
This chapter introduces kanji for returns, exchanges, bookings, policies, receipts, and confirmation. These kanji are new and keep furigana in this chapter's texts and exercises.
Volume I kanji already marked consolidated continue to appear without furigana. Chapter 6's kanji (忘れ物, 故障, 遅れる, 問題, 確認, 注意, 案内, 手伝う) remain in the developing stage and keep furigana through this chapter. This chapter's own new kanji (返品, 交換, 予約, 領収書, 期限, 条件, 変更, 空) are newly introduced and also keep furigana throughout Unit II.
れんしゅう — Practice: Choose four kanji from this chapter's list. Write each one three times, then use each one once in a sentence about a return, an exchange, or a reservation.
Pronunciation Focus
Several words in this chapter contain long vowels or geminate consonants that change meaning if shortened or dropped. Keep the following contrasts clear:
- the long vowel in よやく (reservation) and りょうしゅうしょ (receipt);
- the geminate consonant in キャンセル (cancellation) and きゃく (customer, recycled from Volume I);
- the moraic ん in へんぴん (return), こうかん (exchange), and へんこう (change); and
- the distinct mora count in じょうけん (condition), which has four morae, not three.
Practice reading the Core Vocabulary list aloud slowly, tapping out the mora count for each word before increasing your speed.
Grammar and Sentence Patterns
This chapter authorizes「なら」,「場合」,「ことができます」,「てもらえますか」, and confirmation questions.
1. なら — conditional based on a topic
Purpose: to respond to something just mentioned by saying what follows if that is the case, often to give advice or a suggestion.
- サイズが合わないなら、交換できますよ。If the size doesn't fit, you can exchange it.
- 予約を変更するなら、早いほうがいいです。If you're going to change the reservation, sooner is better.
- レシートがないなら、返品は難しいかもしれません。If you don't have the receipt, a return might be difficult.
なら typically responds to a topic that has already come up in the conversation, rather than introducing a brand-new hypothetical from nothing.
2. 場合 — in the case that...
Purpose: to describe a specific case or circumstance, often in policies, notices, or more formal explanations.
- レシートがない場合、返品はできません。In the case that you don't have the receipt, a return is not possible.
- 予約をキャンセルする場合は、前日までにご連絡ください。In the case that you cancel the reservation, please contact us by the day before.
- サイズが合わない場合、交換をお勧めします。In the case that the size doesn't fit, we recommend an exchange.
場合 is common in written policies and formal spoken explanations, while なら is more common in ordinary conversation.
3. ことができます — stating possibility
Purpose: to state what is or is not possible, often used for policies and permissions.
- 一週間以内なら、交換することができます。If it's within one week, you can exchange it.
- オンラインで予約することができます。You can make a reservation online.
- この券は他の日に使うことができません。This ticket cannot be used on another day.
ことができます attaches to the dictionary form of a verb and is common in formal or written explanations of what is allowed or possible.
4. てもらえますか — polite request (confirming form)
Purpose: to make a polite request, closely related to てもらえませんか from Chapter 6 but with a slightly more neutral, straightforward tone.
- レシートを見せてもらえますか。Could you show me the receipt?
- 予約の日にちを確認してもらえますか。Could you confirm the reservation date?
- サイズを変更してもらえますか。Could you change the size for me?
てもらえますか and てもらえませんか are both polite requests built on もらう. てもらえませんか, introduced in Chapter 6, tends to sound a little more deferential; てもらえますか is equally polite and very common in everyday transactions.
5. Confirmation questions
Purpose: to check that details are correct before completing a transaction.
- 土曜日の七時ということでよろしいですか。So that's Saturday at seven o'clock, is that correct?
- 二名でご予約ですね。A reservation for two people, correct?
- こちらのサイズでよろしいでしょうか。Is this size all right?
Grammar Practice
- Write one sentence using なら to respond to a topic already mentioned.
- Write one sentence using 場合 to describe a policy.
- Write one sentence using ことができます to state what is possible.
- Write one polite request using てもらえますか.
- Write one confirmation question you might ask before finishing a transaction.
Model Dialogue
Setting: Emma brings a jacket back to a clothing shop because it doesn't fit.
ないようりかい — Comprehension questions:
- Why does Emma want to exchange the jacket?
- What does the clerk ask to see before agreeing to the exchange?
- What is the shop's time limit for exchanges, according to the clerk?
- What size does Emma ask for instead?
Guided Practice
タスク１ — State the policy and confirm. For each situation below, write one sentence stating the condition with なら or 場合, one sentence stating what is possible with ことができます, and one confirmation question.
- A customer wants to return a pair of shoes that don't fit.
- A customer wants to change the date of a reservation.
- A customer lost their receipt and wants to exchange an item.
- A customer wants to cancel a dinner reservation for two people.
タスク２ — Role-play a transaction. With a partner (or on your own, imagining a partner), act out a short exchange in which one person explains what they want to return, exchange, or reserve, and the other person states the policy and confirms the details.
Listening Practice
Ask your instructor, a partner, or a text-to-speech tool to read the following passage aloud at a clear, moderate pace.
きくタスク — A customer makes a restaurant reservation by phone
今週の土曜日の七時に、二名で予約することができますか。友人の誕生日なので、静かな席があれば、お願いしたいんです。もし予定が変わった場合は、前日までにキャンセルの連絡をすればいいですか。予約番号を教えてもらえますか。
聞くタスク — Listening task: Note the day, time, and number of people for the reservation, the customer's special request, and what the customer asks about cancelling.
This script uses polite style, appropriate for speaking with restaurant staff by phone.
Speaking Practice
コントロールされた練習 — Controlled practice: Quick answers
- サイズが合わない場合、どうしますか。
- レシートがない場合、返品することができますか。
- 予約をキャンセルするとき、何と言いますか。
コミュニケーションタスク — Negotiating a transaction
With a partner, take turns playing a customer who wants to return, exchange, reserve, or cancel something, and a staff member who states the policy and confirms the details.
ひとりでもできる練習 — Solo practice: Recorded phone call
Record yourself making a reservation by phone, including the day, time, number of people, and one question about the cancellation policy. Listen back and check your intonation and your use of なら, 場合, and confirmation questions.
Reading Practice
Read the following store policy notice, then answer the questions below.
返品・交換についてのご案内 — A store return and exchange notice
商品をご購入いただいた日から一週間以内で、領収書またはレシートをお持ちの場合は、交換することができます。返品をご希望の場合は、係員にご相談ください。サイズや色が合わない場合は、在庫があれば無料で交換いたします。期限を過ぎた商品は、交換することができませんので、ご了承ください。
ないようりかい — Comprehension questions:
- How many days does a customer have to exchange an item, according to the notice?
- What must a customer have in order to exchange an item?
- What should a customer who wants a return, rather than an exchange, do?
- What happens if the time limit has already passed?
Writing Workshop
In this workshop you will write a short exchange (real or invented) about a return, an exchange, or a reservation, using the Building Block pattern from the Grammar section.
- Open with an attention-getter, such as すみません, and briefly state what you want to do (return, exchange, or reserve something).
- State the condition, using なら or 場合, that applies to your situation.
- State what is possible, using ことができます or ことができません.
- Make a polite request, using てもらえますか, if you need the other person to do something.
- Close with a confirmation question, checking that the details are correct.
- Revise and check using the checklist below before finalizing your text.
チェックリスト — Editing checklist:
- My text clearly states what I want to return, exchange, or reserve.
- I used なら or 場合 naturally to state a condition.
- I used ことができます or ことができません to state what is possible.
- I included at least one confirmation question.
- I used at least three vocabulary items from this chapter's Core Vocabulary.
- I kept furigana on this chapter's new kanji and on developing Chapter 6 kanji.
- I kept one consistent, polite register throughout.
- I ended each sentence with 。 and used consistent script and punctuation.
Culture and Communication
Return and exchange policies vary considerably among shops, chains, and types of goods in Japan, and a receipt is usually required. Many shops are more willing to offer an exchange than a cash refund, and time limits are commonly enforced strictly. Reading a posted notice or asking directly, as in this chapter's dialogue and reading passage, remains the most reliable way to know what is possible at a specific store.
Reservation customs vary by type of establishment, region, and season. Some restaurants accept reservations only by phone, while others use apps or online forms. Confirming the specific method and cancellation policy with the establishment remains more reliable than assuming one national standard.
Notices, contracts, and formal explanations tend to favor 場合, which sounds more neutral and official. Ordinary spoken exchanges, especially responses to something just mentioned, favor なら. Recognizing this difference helps you read a posted policy and then discuss it naturally with a staff member.
Common Mistakes to Avoid
Error: *パーティーがあるなら、来てください。 said out of nowhere, with no prior mention of a party (confusing for the listener, who does not know what "if there is a party" refers to).
Correction: First mention the party, then respond: パーティーがあるんですが、来ませんか。 — なら works best as a response to something already introduced into the conversation, not as an opening statement.
Error: Using ことができます for every kind of ability, including physical skills better expressed with the potential form (introduced later in the series), such as *泳ぐことができます for casual conversation about swimming.
Correction: In this chapter, use ことができます mainly for policies, permissions, and formal statements of possibility, such as 交換することができます. Everyday physical abilities are addressed separately as the series progresses.
Error: Ending a reservation or exchange conversation immediately after stating a request, without checking that the details are correct.
Correction: Close with a confirmation question such as 〜ということでよろしいですか or 〜ですね, as shown in the Model Dialogue, so both sides agree on the outcome.
Chapter Review
Section A — ごい (Vocabulary)
1. Give three vocabulary items from this chapter and use each one in a sentence.
Section B — もじ (Script)
1. Write 返品, 交換, 予約, and 期限 from memory, and explain why they still need furigana at this point in the volume.
Section C — ぶんぽう (Grammar)
1. Write one sentence using なら correctly.
2. Write one sentence using 場合 correctly.
3. Write one sentence using ことができます correctly.
4. Write one polite request using てもらえますか.
5. Write one confirmation question.
Section D — どっかいりかい (Reading comprehension)
1. Look again at the store notice in the Reading Practice section. Write two sentences summarizing it in your own words.
Section E — かくこと (Writing)
1. Complete your own return, exchange, or reservation exchange, following the Writing Workshop steps.
Section F — はなすこと (Speaking)
1. With a partner or instructor, role-play a return, exchange, or reservation negotiation.
Practical Performance Task
パフォーマンスタスク
返品と予約 — Negotiating a transaction
Complete all three components below.
- Written exchange: Write a short exchange of at least five sentences about a return, exchange, or reservation, using なら or 場合, ことができます, at least one request with てもらえますか, and one confirmation question.
- Spoken exchange: With a partner, instructor, or recording, act out the same transaction and respond to at least one follow-up question about the policy or the details.
- Listening check: Listen to a partner's or instructor's transaction and correctly identify the request, the condition or policy stated, and the confirmed details.
Assessment focus: accurate and natural use of なら and 場合; a correctly formed ことができます statement; a correctly formed request with てもらえますか; at least one clear confirmation question; correct furigana on this chapter's new kanji and developing Chapter 6 kanji; consistent polite register; and comprehensible pronunciation with attention to mora timing and moraic ん in longer explanatory sentences.
Answer Key
Grammar Practice
1. Model: サイズが合わないなら、交換できますよ。 2. Model: レシートがない場合、返品はできません。 3. Model: 一週間以内なら、交換することができます。 4. Model: レシートを見せてもらえますか。 5. Model: 土曜日の七時ということでよろしいですか。
Model Dialogue — Comprehension
- Emma wants to exchange the jacket because the size doesn't fit.
- The clerk asks to see the receipt.
- The shop allows exchanges within one week of purchase.
- Emma asks for an L size instead.
Listening task — Model summary
The customer wants a reservation for two people this Saturday at seven o'clock, and asks for a quiet table because it is a friend's birthday. The customer also asks whether contacting the restaurant by the day before is enough if plans change, and asks for the reservation number.
Reading — Comprehension
- A customer has one week from the date of purchase to exchange an item.
- A customer must have the receipt (either 領収書 or レシート) to exchange an item.
- A customer who wants a return, rather than an exchange, should consult a staff member.
- If the time limit has passed, the item can no longer be exchanged.
Chapter Review — Section A and B
Open-ended; check against the Core Vocabulary and Script and Kanji Focus sections above.
Chapter Review — Section C
Open-ended; models follow the patterns shown in the Grammar and Sentence Patterns section above.
Chapter Review — Section D
Model answer: 領収書かレシートがあれば、一週間以内に交換することができます。返品したい人は、係員に相談します。 (Other accurate answers accepted.)
Chapter Review — Section E and F, and Practical Performance Task
These are open-ended production tasks. Evaluate written work against the Writing Workshop checklist above, and evaluate the spoken exchange and listening check against the assessment focus listed under the Practical Performance Task.
Looking Ahead
いまできること — What you can do now
You can state a condition with なら or 場合, say what is or is not possible with ことができます, make a polite request with てもらえますか, and confirm details before finishing a transaction such as a return, an exchange, or a reservation.