Start here
Open the return without deciding the result
The US Federal Trade Commission recommends checking seller policy and purchase records, then stating the problem and requested resolution. UK guidance distinguishes in-person change-of-mind, faulty-goods and online purchases. These are jurisdiction-specific examples, not universal law.
Four moves
Clarify the request before explaining an option
Identify the purchase
Confirm where and when it was bought and what purchase record exists. Ask only what the actual process needs.
Was this bought in this store or through our website?
Describe the problem neutrally
Separate change of mind, wrong size, damage, a missing part or a performance problem. Do not assign fault before inspection.
Is the size the issue, or is there a fault with the item?
Ask for the preferred outcome
Ask whether the customer prefers a refund, exchange, repair or credit without guaranteeing it.
What outcome would you prefer if it is available under the policy?
Check and explain the next step
Use the current policy. If another person decides, explain who reviews it and when the update comes.
I'll inspect the item and check the policy before confirming the available options.
Two conversations
Practise a size return and a possible fault
The customer chose the wrong size+
The illustrative store policy must be checked before any remedy is confirmed.
I bought this shirt last week, but it's too small. I'd like my money back.
I can help you check the options. Was it bought in this store, and do you have the receipt or another purchase record?
It was bought here, and I have the email receipt.
Thank you. The issue is size rather than a fault, and you prefer a refund. I'll check this store's current policy and the item's condition before confirming what is available.
Restate the facts and request, then check. Do not invent a deadline or universal right for change-of-mind returns.
- The issue is [size/colour/change of mind], and you prefer [refund/exchange].
- I'll check this purchase and explain the available options.
The item may be faulty+
A customer reports that a lamp stopped working. The staff member records the symptom without diagnosing the cause.
This lamp stopped working after two days. I want a replacement.
I'm sorry it stopped working so soon. Could you describe what happens when you switch it on?
Nothing happens. I tried a different outlet, but the lamp still did not turn on.
Thank you. I'll record that it does not power on and that you tried another outlet. I'll inspect the item and check the applicable options; I can't confirm the cause or replacement until that check is complete.
Capture observable facts, avoid blame, and promise only a process you can verify.
- Could you describe what happens when you [use/open/switch on] the item?
- I can record [observable problem], but I can't confirm the cause until the item is checked.
Clearer English
Replace automatic decisions with accurate next steps
No receipt, no return.
What proof of purchase do you have? I'll check what this process accepts.
You will get a full refund.
I'll check the purchase, item and applicable policy, then explain the available resolution.
You broke it.
I can see the damage here. Could you tell me when you first noticed it?
Keep refund, exchange, repair and store credit distinct. Do not call a size preference a fault. If review is needed, name its owner and update time. Never import another retailer's or country's deadline.
Speak aloud
Run a five-minute returns rehearsal
- Choose a fictional shirt-size return or a lamp that does not turn on; do not use real customer records.
- Ask where the item was bought, what happened and what purchase record is available.
- Ask for the customer's preferred outcome without promising it.
- Explain that you will check the actual policy and name one verifiable next step.
- Repeat with a second purchase channel and remove any universal deadline or refund promise.
Choose how to continue
Use independent voice practice for repetition, or choose teacher guidance for a broader learning plan.
Rehearse a return conversation independently
Practise speaking English with Flalingo’s AI speaking coach and get feedback after you speak. Build confidence for conversations where you need to listen, clarify and respond.
Practice with the AI speaking coachBuild broader retail English with a teacher
Teacher-led Flalingo Business English is a separate option for guided practice across wider workplace communication needs.
Explore Business EnglishSources
- Solving Problems With a Business: Returns, Refunds, and Other Resolutions
US Federal Trade Commission · Reviewed 10 Sept 2026
US consumer guidance to check seller policies and records, describe the problem and state the requested resolution; used as a communication structure, not universal legal advice.
- Accepting returns and giving refunds: the law
GOV.UK · Reviewed 10 Sept 2026
UK-specific examples showing that faulty goods, change-of-mind purchases and distance sales can differ; included to prevent generalising one rule across countries or channels.