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.
顾客需要向客服解释收到的商品有损坏或缺陷，并要求全额退款或换货。
对话
聆听并跟进对话
词汇
对话中的必备词汇和短语
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.'
Defective 意思是某物有故障或无法正常工作，比如损坏的产品。在描述购买物品的问题时使用，例如 '电话有缺陷。'
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.
撕裂是织物或材料上的裂口或洞。在购物情境中，说‘衬衫上有撕裂’来清楚解释损坏。
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.'
裂口类似于撕裂，意思是裂开或切割。它是非正式的，并且适用于描述服装问题，比如'接缝有一个裂口。'
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.'
袖口是袖子或裤腿的末端，向外折叠的部分。在指出损坏时要精确提及，例如，'撕裂在袖口上。'
refund
A refund is getting your money back for a purchase. Request it politely in returns, like 'I'd like a full refund.'
退款是指取回购买商品的钱。在退货时礼貌地请求，例如‘我想要全额退款。’
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?'
交换意味着将物品换成新的一个。当您想要替换时使用，例如‘我能换一件吗？’
inconvenience
Inconvenience means trouble or annoyance caused to someone. Apologize for it in service, like 'Sorry for the inconvenience.'
Inconvenience 意味着给某人带来的麻烦或烦恼。在服务中为此道歉，比如 '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.'
退货标签是用于退回物品的运送贴纸。它在在线购物中至关重要；通过说“请发送退货标签”来请求它。
关键句型
需要记住和练习的重要短语
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.
这是开始客户服务电话的礼貌方式。通过提供订单号等关键细节，快速介绍您的问题。它对任何退货或查询都有用，展示清晰的沟通。
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.
这个句子清晰且礼貌地解释了一个问题。'不幸的是'缓和了坏消息，'明显的'描述了问题的可见性。在向客户服务报告缺陷时使用它，以进行有效的投诉。
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.
这显示了同情心并询问更多细节。“听到这个我很抱歉”是在服务角色中常见的道歉短语。使用它来建立融洽关系并在对话中收集信息。
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.
这承认了问题并提供了选项。'I understand' 显示了倾听，问题使用了'prefer'来礼貌地提供选择。它通过给出备选方案来实际解决客户问题。
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.
这以积极的方式表达了偏好。'I'd prefer' 是一种礼貌的选择方式，解释原因（比如喜欢风格）有助于你的论点。在希望换货的退货时使用它。
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.
这自信地确认了行动。“我们一定可以”安慰了客户，“initiate”意味着启动流程。在服务中显示效率和下一步很有用。
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.
这清楚地给出了时间表。'Within' 意味着 '少于'，'business days' 不包括周末。用于在运输或交付更新中设置期望。
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.
这礼貌地结束对话。'不客气'回应感谢，问题检查是否有更多需求。这是客服中确保满意度的标准结束语。