REFUNDS

AND

EXCHANGES
 REFUND
This is a pay back (money), typically to a
customer who is not satisfied with goods or
services bought.

Examples: “I'd like to get a refund, please”

“They'll only give you a refund if you've got the receipt.”
 EXCHANGE
This is an act of giving one thing and
receiving another (especially of the same
type or value) in return.

Examples: “Can I ask for an exchange please?”

“It was a good exchange, fair and square”

WHAT ARE THE REASONS
TO RETURN A PRODUCT?
WHAT ARE THE REASONS
TO RETURN A PRODUCT?

INCORRECT SIZE ON CLOTHES

WHEN A PRODUCT DOESNT WORK
OR ITS NOT WORKING PROPERLY
MISSING PART
WRONG PRODUCT
PRODUCT DOESNT MEET
THE EXPECTATIONS
PRODUCT DOESNT MATCH
THE DESCRIPTION
 TYPICAL CONVERSATION ON
COSTUMER SERVICE
Costumer service agent (CSA): Good morning, how can I help you?

Client: Good morning, I would like to ask for an Exchange of this cellphone.

CSA: I see, what seems to be the problem miss?

Client: I bought this cellphone the last week and yesterday it suddenly stopped working, it was working
normally and out of nowhere it doesnt turn ON anymore.

CSA: Alright, do you have your POURCHASE RECEIPT with you?

Client: Yes, here it is..

CSA: Okay miss, I’ll bring you a new one, I’ll be right back.

Client: Thank you.

 EXAMPLES TO ASK FOR A
REFUND OR AN EXCHANGE
I ordered a Jacket of my size but it is too tight for me.

I used my laptop for 10 days and after that it stopped working

I opened the box of a puzzle and one piece was missing

I ordered the newest model of a phone but this is an old one

Im disappointed, I thought this product would be much better

Some extras that were mentioned werent included in the package

 WORDS TO DESCRIBE
PRODUCTS YOU WANT TO
RETURN
Faulty - Not working properly

Damaged – broken or spoiled

Cracked – showing crack lines on the Surface

Scratched – marked by something Sharp

Incomplete – Missing some parts

Unsatisfactory – Not good enough

Ripped – A cut or tear on clothes (fabric)

FAULTY PRODUCT
DAMAGED ITEMS
CRACKED SCREEN
SCRACHED SURFACE
INCOMPLETE DESK
UNSATISFACTORY PRODUCT
RIPPED CLOTHES (FABRIC)