Returning an Item – Asking for a Refund or Exchange

Scene: A clothing store. Maya stands in line at the customer service counter with a shopping bag and a receipt in her hand.

Conversation

CASHIER (LUKE): Hi there. How can I help you today?

CUSTOMER (MAYA): Hi. I’d like to return this shirt. It doesn’t fit me very well.

CASHIER (LUKE): Okay, no problem. Do you have the receipt with you?

CUSTOMER (MAYA): Yes, here it is. I bought it last Saturday.

CASHIER (LUKE): Thank you. Let me check our return policy… All right, you’re within the 30-day return period.

CUSTOMER (MAYA): Great. I only tried it on at home. I didn’t wear it outside.

CASHIER (LUKE): The tag is still attached and the shirt looks new, so that’s fine. Would you like a refund or an exchange?

CUSTOMER (MAYA): What’s the difference?

CASHIER (LUKE): A refund means we put the money back on your original form of payment. An exchange means you choose a different size or a different item for the same value.

CUSTOMER (MAYA): I think I’d like to exchange it for a larger size. Do you still have this style in a medium?

CASHIER (LUKE): Let me check the system… It looks like we only have one medium left in this color. I’ll ask someone to bring it from the floor.

Luke calls on the store radio. A few minutes later, Nina comes over with a shirt.

SUPERVISOR (NINA): Is this the shirt you were looking for? Same style, size medium.

CUSTOMER (MAYA): Yes, that’s it. Thank you. Can I try it on first?

SUPERVISOR (NINA): Of course. The fitting rooms are right over there. I’ll hold your original shirt and receipt here at the counter.

Maya tries on the new shirt, then returns to the counter.

CUSTOMER (MAYA): This one fits much better. I’d like to keep the medium.

CASHIER (LUKE): Great. Since the price is the same, it’s an even exchange. I’ll just process the return and the exchange in the system.

CUSTOMER (MAYA): Okay.

CASHIER (LUKE): All right, I’ve returned the small and exchanged it for the medium. Here’s your new receipt. It shows that the exchange is complete and the balance is zero.

CUSTOMER (MAYA): Perfect. If I change my mind, can I still return this one?

CASHIER (LUKE): Yes, you still have the rest of the 30-day period from the original purchase date. Just keep this receipt and the tags on.

CUSTOMER (MAYA): Got it. Thank you for your help and for explaining everything.

SUPERVISOR (NINA): You’re welcome. Have a good day and enjoy your new shirt.

CUSTOMER (MAYA): Thanks, you too. Bye.

— THE END —

Vocabulary List

Return /rɪˈtɜːrn/ (v.) to bring something back to a store because you don’t want it or it has a problem. Example: She wants to return the shirt because it doesn’t fit.
Exchange /ɪksˈtʃeɪndʒ/ (v.) to give one item back to the store and take a different one instead. Example: She decides to exchange it for a larger size.
Refund /ˈriːfʌnd/ (n.) money that a store gives back to you when you return something. Example: A refund puts the money back on your card.
Receipt /rɪˈsiːt/ (n.) a paper or digital record that shows what you bought and how much you paid. Example: Many stores require a receipt for returns.
Return policy /rɪˈtɜːrn ˈpɑːləsi/ (n.) the rules a store has about returning or exchanging items. Example: Their return policy allows returns within 30 days.
Within (30 days) /wɪˈðɪn ˈθɜːrti deɪz/ (prep.) before the end of a particular period of time. Example: You can return the item within 30 days.
Tag /tæɡ/ (n.) a small label attached to clothing that shows size, price, or brand. Example: The tag must still be attached for a return.
Fitting room /ˈfɪtɪŋ ruːm/ (n.) a small room in a store where you can try on clothes. Example: She tries on the new shirt in the fitting room.
Original form of payment /əˈrɪdʒənl fɔːrm əv ˈpeɪmənt/ (phrase) the way you first paid, such as cash, debit card, or credit card. Example: Refunds usually go back to the original form of payment.
Even exchange /ˈiːvn ɪksˈtʃeɪndʒ/ (n.) an exchange where the new item costs the same as the old one. Example: Because the price is the same, it’s an even exchange.

Returning an Item: Asking for a Refund or Exchange

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Conversation

Vocabulary List