Returning a Defective Product
The customer needs to explain to customer service that the item they received is damaged or defective and request a full refund or exchange.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
defective
Defective means something is faulty or not working properly, like a damaged product. Use it when describing problems with items you bought, such as 'The phone is defective.'
tear
A tear is a rip or hole in fabric or material. In shopping contexts, say 'There's a tear in the shirt' to explain damage clearly.
rip
A rip is similar to a tear, meaning a split or cut. It's casual and useful for describing clothing issues, like 'The seam has a rip.'
cuff
The cuff is the end of a sleeve or pant leg that folds over. Mention it precisely when pointing out damage, e.g., 'The tear is on the cuff.'
refund
A refund is getting your money back for a purchase. Request it politely in returns, like 'I'd like a full refund.'
exchange
An exchange means swapping the item for a new one. Use it when you want a replacement, such as 'Can I get an exchange?'
inconvenience
Inconvenience means trouble or annoyance caused to someone. Apologize for it in service, like 'Sorry for the inconvenience.'
return label
A return label is a shipping sticker for sending items back. It's key in online shopping; ask for it by saying 'Please send the return label.'
Key Sentences
Important phrases to remember and practice
Hi, I'm calling about an online order I received yesterday. The order number is #123456789.
This is a polite way to start a customer service call. Use it to introduce your issue quickly by providing key details like the order number. It's useful for any return or inquiry, showing clear communication.
Unfortunately, the dress arrived with a noticeable tear on the sleeve. It looks like it's defective.
This sentence explains a problem clearly and politely. 'Unfortunately' softens bad news, and 'noticeable' describes the issue's visibility. Use it when reporting defects to customer service for effective complaints.
Oh, I'm very sorry to hear that. Could you please describe the tear for me?
This shows empathy and asks for more details. 'I'm very sorry to hear that' is a common apologetic phrase in service roles. Use it to build rapport and gather information in conversations.
I understand. I apologize again for the inconvenience. Would you prefer a full refund or an exchange for a new one?
This acknowledges the issue and offers options. 'I understand' shows listening, and the question uses 'prefer' for polite choices. It's practical for resolving customer problems by giving alternatives.
I'd prefer an exchange if possible. I really liked the style of the dress.
This expresses a preference positively. 'I'd prefer' is a polite way to choose, and explaining why (like liking the style) helps your case. Use it in returns when you want a replacement.
Okay, we can certainly arrange that for you. I'll initiate an exchange order for the same item.
This confirms action confidently. 'We can certainly' assures the customer, and 'initiate' means to start the process. It's useful in service to show efficiency and next steps.
The new dress should arrive within 3-5 business days after we receive the return.
This gives a timeline clearly. 'Within' means 'in less than,' and 'business days' excludes weekends. Use it to set expectations in shipping or delivery updates.
You're welcome, Emily. Is there anything else I can assist you with today?
This ends the conversation politely. 'You're welcome' responds to thanks, and the question checks for more needs. It's a standard closing in customer service to ensure satisfaction.