Situation A. Exchanging and Returning Items
Speak Out
Script
Clerk :
Good evening.
How may I help you?
Customer :
Hi there.
I purchased this T-shirt, and I have a complaint about its condition.
Clerk :
Certainly. What seems to be the problem?
Customer :
There’s a stain on it.
I didn’t notice it when I bought it.
I’d like to get a refund.
Clerk :
May I see your receipt?
Customer :
Certainly. I have it right here.
Clerk :
Hmm... It’s been more than one month since you bought it, so you cannot get a refund.
As the clerk probably mentioned at the time of your purchase, we do not offer refunds after 30 days.
It’s our policy.
Customer :
I understand that, but I haven’t worn the shirt at all.
It’s not fair that I can’t get a refund.
It was like that when I first bought it.
Clerk :
Well, instead of a refund, you can exchange it for a new one.
Customer :
Okay. I’d like to exchange it for the same style, then.
Clerk :
Please wait a moment.
I’ll bring one to you.