Initiating the Return: Wrong Item Received
The customer contacts customer service because they received an item different from what they ordered, aiming to initiate a return and get the correct product.
顾客联系客服，因为收到了与订单不符的商品，旨在发起退货并获得正确的商品。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
assistance
Help or support from someone, often used when asking for service like in customer support situations.
某人提供的帮助或支持，通常用于请求服务，如客户支持情况中。
order number
A unique code or ID given to track your purchase online; always provide it when contacting customer service.
用于跟踪在线购买的唯一代码或ID；联系客户服务时请始终提供它。
mix-up
A mistake or confusion, commonly used for errors in orders or deliveries to keep the tone light.
一种错误或混乱，通常用于订单或交付错误，以保持轻松的语气。
apologies
An expression of being sorry; used politely in service interactions to show regret for a problem.
表示抱歉的表达；服务互动中礼貌使用，以显示对问题的遗憾。
prepaid
Paid for in advance; in returns, it means the company covers the shipping cost so you don't pay.
预先支付；在退货中，它意味着公司承担运费，因此您无需支付。
shipping label
A sticker or printed tag with address and tracking info for sending packages; essential for returns.
用于发送包裹的带有地址和跟踪信息的贴纸或打印标签；退货必备。
convenient
Easy and suitable for your needs; used to express approval of a simple process like easy returns.
易于操作且适合您的需求；用于表达对简单流程（如轻松退货）的认可。
concurrently
At the same time; useful for describing processes happening together, like shipping and returning items.
同时；用于描述同时发生的进程很有用，例如运送和返回物品。
关键句型
需要记住和练习的重要短语
Hi, I need assistance with an online order. I received the wrong item.
This polite opening states the problem clearly; useful for starting customer service calls about issues. It uses 'need assistance' for formal help requests and 'received the wrong item' to explain the error simply.
这个礼貌的开头清楚地陈述了问题；对于启动关于问题的客户服务电话很有用。它使用 'need assistance' 来表示正式的帮助请求，并使用 'received the wrong item' 来简单解释错误。
Could you please provide your order number?
A courteous way to request information; the 'could you please' makes it polite and indirect. Essential in service dialogues to gather details quickly without sounding demanding.
一种礼貌地请求信息的方式；'could you please' 使其礼貌且间接。在服务对话中快速收集细节时必不可少，而不会听起来像是在要求。
My apologies for the mix-up. We'll arrange a return for the incorrect item.
This shows empathy and offers a solution; 'my apologies' is a standard phrase for admitting fault. Useful for customer service to build trust, with 'arrange a return' explaining the next steps.
这显示了同理心并提供了解决方案；'my apologies' 是承认错误的常用短语。在客户服务中用于建立信任有用，'arrange a return' 解释了后续步骤。
We can send you a prepaid shipping label via email.
Explains the return process step-by-step; 'via email' specifies the method. Great for describing logistics in online shopping, helping learners understand practical procedures.
逐步解释退货流程；'via email' 指定了方法。非常适合描述在线购物的物流，帮助学习者理解实际程序。
We'll go ahead and ship out the correct blue sweater right away.
Uses 'go ahead and' to mean proceed immediately; 'ship out' is common for sending products. This sentence reassures the customer and is useful for confirming actions in service interactions.
使用 'go ahead and' 表示立即进行；'ship out' 是发送产品的常见表达。此句安慰客户，并在服务互动中确认行动很有用。
You're most welcome. Is there anything else I can assist you with today?
A polite closing that thanks and offers more help; 'you're most welcome' is a formal response to thanks. Ideal for ending conversations professionally while checking for additional needs.
一种礼貌的结束语，既表达感谢又提供更多帮助；'you're most welcome' 是对感谢的正式回应。适合专业地结束对话，同时检查是否有额外需求。