Explaining an Expense Policy and Logging the Decision Clearly.
English for Office Administrators. Lesson 6.
An expense claim comes in late, the receipt is missing, and the category looks wrong. The claimant is frustrated and wants a quick reimbursement. In this lesson you practise explaining an expense policy in a neutral, professional way while still being helpful. You will work with an expense claim extract, a short policy paragraph, and an example of an audit-friendly case note. This lesson also acts as a checkpoint: you recycle the key course rhythm (clarify, confirm, act, document) and you practise tone control when you need to say “not yet” or “no” without sounding personal. You will learn how to offer realistic alternatives, such as resubmission with the right evidence, a different category, or an exception route that requires approval. By the end, you will be able to communicate a clear decision, confirm next steps, and write a concise record that would make sense to another admin colleague later.
1. Open the claim and see what’s wrong.
Today you’re in a very typical admin situation: an expense claim has come in late, the receipt is missing, and the category looks wrong. The claimant is frustrated and wants a quick reimbursement. Your job is to be helpful, but also to protect the process and keep an audit trail.
Across this lesson we’ll recycle a simple rhythm that works in almost every admin interaction: clarify, confirm, act, document. In this first block, we’ll do the “clarify” part by looking at the claim extract and identifying exactly what is blocking it. Notice we are not judging the person; we are simply describing the facts and what the policy requires.
As you work, keep two goals in mind. First, you must communicate a clear decision: can you process it now, or not? Second, you must make the next step very easy for the claimant: what exactly do they need to upload or change, and what will happen after they do it. Let’s start by scanning the claim like a careful checker.
The situation.
You’re the admin handling expenses. A colleague, Jordan Reed, has submitted an expense claim and is chasing you because they want reimbursement quickly.
The problem is not “Jordan”. The problem is the claim as it currently stands. Your language needs to stay neutral and policy-aligned.
Expense claim extract (what you can see).
Below is the information currently in the system:
Field
Value in the claim
Claimant
Jordan Reed (Sales)
Claim reference
EXP-77421
Submitted
Monday 9 June, 16:58
Expense date
Friday 30 May
Amount
£86.40
Merchant
CityRide Taxis
Category selected
Office supplies
Description
“Client visit travel”
Receipt
Not attached
Notes from claimant
“Need this reimbursed ASAP, please.”
What’s “off” here?.
There are three likely issues:
Missing evidence: no receipt attached. In most organisations, that means you cannot process it yet.
Wrong category: “Office supplies” doesn’t match “Client visit travel”. This is a classic mismatch that causes audit questions later.
Time pressure / frustration: the claimant wants an urgent outcome. You can acknowledge urgency, but you cannot promise a result if the claim is non-compliant.
The admin mindset: factual, calm, traceable.
In this lesson, practise wording that:
describes the issue as a process requirement (not a personal criticism);
clearly states what you can do now, and what you cannot do yet;
gives an immediate next step (upload receipt / change category / request exception);
sets a realistic timeline once corrected.
In the next block, you’ll hear Jordan’s message and practise responding with the right tone.
Practice & Feedback
Write 3 short sentences as if you are making your own quick admin note to yourself before you reply to Jordan.
Stay inside the situation above. Your sentences should:
name the two main blockers (what is missing / what looks wrong);
state the current decision (can it be processed now, yes or no?);
list the next action you will ask Jordan to take.
Keep it neutral and factual. Do not blame Jordan. Use the claim reference EXP-77421 in one sentence so the record is traceable.
Useful neutral wording (mini bank).
"Claim EXP-77421: receipt missing; unable to process at this stage."
"Category selected doesn’t match the description; needs correction."
"Requested claimant to upload evidence and resubmit; advised on expected processing timeline once corrected."
2. Hear the claimant’s message and control the tone.
Now let’s add the human factor. In real life, you rarely receive a perfectly calm request. You’ll often get a message that is a bit impatient or emotional, especially when money is involved.
Your aim is to acknowledge the person’s urgency without agreeing to something you can’t do. This is where tone control matters: calm language, no blame, and clear boundaries. The most useful pattern is: recognise, explain the requirement, give a next step, and set expectations.
As you listen, don’t focus on every word. Focus on what you need for your admin decision: what Jordan wants, what they think the problem is, and what information they haven’t provided. Then you’ll write a short reply that says, politely but firmly: not yet, and here’s what to do.
Listen once for the overall meaning, and a second time for the phrases you could reuse. Then we’ll draft your reply together.
Listening focus: urgency without overpromising.
You’re about to hear a short Teams voice note from Jordan. They’re frustrated. That’s realistic.
While you listen, answer these questions:
What outcome does Jordan want?
What does Jordan think is happening?
What do you need to say to keep the process safe and compliant?
A tone ladder you can rely on.
When someone is pushing, you can move up a “wording ladder” without becoming rude:
Soft (acknowledge + help):
“I understand it’s urgent.”
“Thanks for flagging this.”
Neutral (policy and boundary):
“At the moment, I can’t process this because the receipt is missing.”
“As per the policy, we need supporting evidence for all claims.”
Firm (still professional, still calm):
“I’m not able to override the process.”
“Once it’s corrected, we can process it within two working days.”
What a good first reply usually includes.
A strong reply does not become defensive. It simply structures the message:
Acknowledge urgency.
State the blocker as a fact.
Give the exact action required.
Confirm what will happen next and when.
In the activity below, you’ll write a short reply to Jordan based on what you heard.
Practice & Feedback
Listen to Jordan’s voice note. Then write a Teams reply (around 60–90 words) as the admin.
Your reply must:
acknowledge urgency politely (1 short sentence);
state one clear reason you can’t process it yet (receipt missing);
ask Jordan to do a specific next step (upload receipt and resubmit);
mention the reference EXP-77421;
give a realistic expectation: what you can do once it’s corrected (for example, process within two working days).
Keep the tone calm and neutral. Avoid blaming language like “you didn’t…”.
3. Use policy language to explain the decision.
You’ve handled the tone; now we need to make your reasoning solid. When you say no, or not yet, you should be able to point to a requirement. That’s why policy wording is so powerful: it makes the message about the rule, not about your personal opinion.
In this block you’ll read a short policy paragraph and connect it directly to Jordan’s claim. The key skill is choosing the right level of detail. You don’t need to lecture them, and you don’t need to copy the whole policy. You just need one or two sentences that explain: what the policy requires, what is missing or incorrect, and what the claimant needs to do.
Also notice how we can be helpful while still being firm: we can offer alternatives. For example, if the receipt is genuinely unavailable, there might be an exception route, but it will require approval. If the category is wrong, it can often be fixed quickly by selecting the right category.
Read the policy extract on screen and then you’ll answer a few comprehension questions to make sure you can use it confidently in your own words.
Policy extract (the part you need today).
Read this carefully. You don’t need to memorise it, but you do need to be able to summarise it.
> Expenses Policy v3.2 (extract)
>
> 1. Evidence requirement: All expense claims must include supporting evidence (receipt, invoice, or e-receipt). Claims without evidence will be returned for correction and cannot be reimbursed.
>
> 2. Category accuracy: The selected category must match the nature of the expense. Mis-categorised claims may be returned to the claimant to correct coding.
>
> 3. Late submissions: Claims should be submitted within 10 working days of the expense date. Late submissions may be processed, but may require additional review.
>
> 4. Exceptions: Where evidence is unavailable, the claimant may request an exception. Exceptions require manager approval and may take longer to process.
How to turn policy into a helpful message.
Policy is not a weapon. It’s a way to be consistent.
Compare these two styles:
Too personal
“I can’t do this because you didn’t attach the receipt.”
Professional and policy-aligned
“At the moment, I can’t process this because the receipt is missing. As per the policy, we need supporting evidence for all claims.”
Linking the policy to Jordan’s claim.
Jordan’s claim has:
missing evidence (policy point 1);
likely category mismatch (policy point 2);
possibly late submission (expense date 30 May; submitted 9 June) (policy point 3).
Your job is to choose what matters most right now:
The receipt is the immediate blocker.
The category is a correction to make it audit-safe.
The late submission might be mentioned briefly, but only if it affects processing.
Next, you’ll answer questions so you can use the policy confidently and accurately.
Practice & Feedback
Answer the questions below in full sentences. Aim for 4–6 sentences total.
According to the policy, what happens to claims without evidence?
Which policy point explains why the category matters?
What is the time guideline for submitting claims?
If the receipt is unavailable, what compliant alternative can you offer, and what is required?
Write as if you are explaining it to a colleague in your team, so keep it clear and simple. Do not copy the policy word-for-word; paraphrase it.
Exceptions require manager approval and may take longer.
4. Offer alternatives: resubmit, recategorise, or request exception.
So far you’ve identified the issues, managed the claimant’s pressure, and grounded your decision in policy. Now we move to the helpful part: offering realistic options.
In admin work, saying “no” rarely ends the conversation. What people need is a clear route forward. For this claim, you have three likely paths.
Path one is the normal route: Jordan uploads the receipt and resubmits, and you process it within the standard timeline. Path two is a correction route: they change the category from something like office supplies to travel or client travel, so the coding matches the description. Path three is the exception route: if they can’t get the receipt, they can request an exception, but it needs manager approval and may take longer.
The skill here is to make the choice feel practical, not punitive. You can present the options briefly and then ask a confirming question: which option are they taking, and when can they do it? In the activity, you’ll draft a message that offers the options clearly and politely, while still keeping your boundary: you cannot override the process.
Turning a block into options (without sounding cold).
When a claim can’t be processed, the claimant often hears: “You’re refusing to help.” Your language should make it obvious that you are helping, but within the rules.
A useful pattern is:
Decision now: “At the moment, I can’t process this because…”
Option A (standard): “If you upload X and resubmit, I can…”
Option B (correction): “If the category is changed to…, it should…”
Option C (exception): “If you’d like an exception, it will need…”
Confirm next step: “Which option would you like to take?” / “Can you confirm once it’s updated?”
Options for EXP-77421 (Jordan’s claim).
Option A: Resubmit with evidence
Action from Jordan: upload the receipt.
Your action: process within two working days once corrected.
Option B: Correct the category
Action from Jordan: change category from “Office supplies” to an appropriate travel category (e.g., “Travel - client visit”), then resubmit.
Benefit: reduces delays and avoids audit queries.
Option C: Request an exception
Action from Jordan: confirm the reason evidence is unavailable and request an exception.
Requirement: manager approval.
Expectation: may take longer.
Mini language bank (useful chunks).
“This category doesn’t match the description of the expense.”
“If you change the category, it should go through.”
“If you’d like an exception, it will need manager approval.”
“I understand it’s urgent, but I can’t override the process.”
Next you’ll write a message that offers these options in a calm, organised way.
Practice & Feedback
Write a structured Teams message to Jordan (around 90–120 words) that offers three options.
Requirements:
Start with a calm boundary: you can’t process EXP-77421 right now.
Offer Option A, Option B, and Option C as short labelled lines or short paragraphs.
Include one sentence that acknowledges urgency without promising same-day reimbursement.
End with a clear question that moves the case forward (for example: “Which option would you like to take?” or “Can you confirm once the receipt is uploaded?”).
Use at least two phrases from the language bank above.
Example structure (you can copy the structure, not the exact words).
Hi Jordan, thanks for your message. At the moment, I can’t process claim EXP-77421 because the receipt is missing.
Option A (standard): Upload the receipt and resubmit. Once corrected, we can process it within two working days.
Option B (category): The category selected doesn’t match the description. If you change it to the correct travel category and resubmit, it should go through.
Option C (exception): If you can’t obtain the receipt, you can request an exception, but it will need manager approval and may take longer.
I understand it’s urgent. Which option would you like to take?
5. Chat simulation: handle pushback and keep boundaries.
Now let’s rehearse the difficult part: the back-and-forth. In real Teams chat, people rarely accept the first answer, especially when they’re stressed. They might push for an exception, ask you to “just do it”, or question the policy.
Your job is to stay steady and keep the conversation moving towards a compliant action. The best technique is to repeat the boundary calmly, then offer the next step again, using slightly different words. You can also ask a practical question that forces a decision: can they upload the receipt today, can they correct the category now, or do they want to request an exception with manager approval?
In the simulation task, you’ll write your messages as if it’s a live chat. Think of it as three short turns from you. Each turn should be small and purposeful: acknowledge, clarify, next step. Avoid long paragraphs and avoid arguing.
If you feel tempted to apologise too much, swap it for calm professionalism: “I understand it’s urgent” plus “I’m not able to override the process.” Let’s practise.
What pushback sounds like (and how to respond).
Here are common “pressure” lines you may see, with professional responses that keep the boundary.
Pushback 1: “Can’t you just process it?”
Response: “I understand it’s urgent, but I can’t override the process. As per the policy, we need supporting evidence for all claims.”
Pushback 2: “I don’t have the receipt.”
Response: “In that case, you can request an exception. It will need manager approval, and it may take longer to process.”
Pushback 3: “This category is fine.”
Response: “The category selected doesn’t match the description. If you change the category to a travel category, it should go through more smoothly.”
Micro-skills to use in chat.
In fast chat, aim for:
One point per message (less is more).
A question that moves the case forward.
Traceability (include the reference once early in the thread).
Your goal in this simulation.
By the end of your 3 turns, you should have one of these outcomes:
Jordan agrees to upload the receipt and resubmit; or
Jordan agrees to change the category and resubmit; or
Jordan requests an exception and confirms manager approval will be provided.
You’re not trying to “win”. You’re trying to close the loop with a compliant next action.
In the task below, you’ll respond to Jordan’s chat messages. Keep it calm, clear, and practical.
Practice & Feedback
Chat simulation time. You are the admin; I am Jordan.
Write 3 separate chat messages from you (label them Admin 1, Admin 2, Admin 3). Each message should be 1–3 sentences.
Situation: Jordan replies with pushback:
“I don’t have the receipt. Can you just do it this once?”
“Also, why does the category matter? It’s still the same amount.”
“I need the money this week.”
Your job:
keep the boundary (no processing without evidence);
offer the exception route with manager approval;
explain category importance briefly and neutrally;
end with a clear question that gets a decision.
Use at least three phrases from the lesson chunk bank.
Chunk bank to use (pick at least three).
"At the moment, I can’t process this because the receipt is missing"
"As per the policy, we need supporting evidence for all claims"
"This category doesn’t match the description of the expense"
"If you change the category, it should go through"
"If you’d like an exception, it will need manager approval"
"I understand it’s urgent, but I can’t override the process"
"Once it’s corrected, we can process it within two working days"
6. Write the audit-friendly case note and close the loop.
You’ve done the live communication. Now we finish like a strong administrator: we document the decision clearly so another colleague can understand what happened later. This is where audit-friendly writing matters.
A good case note is not a story and not a complaint. It’s a factual record: what was submitted, what was missing or incorrect, what you told the claimant, what option they chose, and what status you set in the system. Ideally it also includes dates, a reference number, and the expected next step.
In this final block you’ll look at a model case note, then you’ll write your own for Jordan’s claim EXP-77421. Remember the rhythm: clarify, confirm, act, document. Your case note is the “document” part.
Keep it concise, but don’t be vague. Imagine you’re off sick tomorrow and another admin has to pick up the case. Your note should make that easy. After you write, I’ll help you tighten the language and make it more traceable.
What “audit-friendly” really means.
Audit-friendly notes are:
factual (no opinions about the person);
traceable (reference numbers, dates/times, who said what);
action-oriented (status + next step);
consistent (uses standard workflow labels like “returned for correction”).
Model case note (example).
Below is a model you can follow. Notice how it avoids blame and keeps the logic clear.
Case note (example format)
Date/time: 09 Jun, 17:12
Claim ref: EXP-77110
Issue: Receipt missing; category does not match description.
Action taken: Advised claimant that claim cannot be processed without supporting evidence (policy requirement). Requested receipt upload and category correction; provided exception route requiring manager approval.
Status set: Returned for correction.
Next step: Awaiting claimant resubmission with receipt and corrected category, or exception request with manager approval.
Apply the same to Jordan’s claim.
For EXP-77421, your note should include:
Reference and key facts: claimant, amount, expense type.
What is missing / wrong: receipt missing; category mismatch.
Your decision: cannot process at this stage.
What you communicated: requested receipt + recategorisation; offered exception route (manager approval).
System action: status changed to “returned for correction” (or “on hold” if that’s your system language).
Next step and timeline: once corrected, processing within two working days.
A quick self-check before you submit.
Ask yourself:
If someone reads this in two weeks, will they understand the blocker in 10 seconds?
Have I recorded the decision and the reason?
Is the next step owned by someone (Jordan / manager / you)?
Now write your case note as if you are updating the internal record.
Practice & Feedback
Write an audit-friendly case note for Jordan’s claim. Aim for 90–130 words, using a clear structure with labels (for example: Date/time, Claim ref, Issue, Action taken, Status, Next step).
Include these details:
Claim ref: EXP-77421
Claimant: Jordan Reed
Amount: £86.40
Issue: missing receipt and category mismatch
Your action: you informed Jordan of the policy requirement, requested upload + resubmission, and offered an exception route needing manager approval
Status: returned for correction (or on hold pending evidence)
Next step: what you are waiting for and what will happen once corrected (within two working days)
Keep it factual and neutral. No emotional wording, no blame.
