Reply to a customer about a faulty item
A customer brings a desk lamp back to your shop. Practise what to say when they ask for a replacement and what to write once you agree on a refund.
The customer’s message
“Hello. I bought this desk lamp yesterday, but it won’t switch on. I have the receipt. Could I have a replacement, please?”
Two words you’ll need
- A replacement
- Another item in place of the faulty one. The customer would like another lamp.
- A refund
- Money paid back to the customer. After a refund, the customer has their money back instead of another lamp.
Choose your replies
Two questions. Select one reply for each situation to read the explanation. You can try again.
1. What would you say first?
The customer has asked for another lamp. You haven’t checked the stock yet.
“Of course. You can take the same model home today.”
Try again. This promises a lamp before you know whether there is one in the shop. Offer to check first.
“I’m sorry it won’t switch on. May I see the receipt? I’ll check whether we have another one.”
Correct. You acknowledge the fault, ask politely for the receipt and offer a next step you can carry out.
“I’ll start the refund for you straight away.”
Try again. The customer asked for a replacement. Check stock before offering a different solution.
2. How will the customer get their money back?
You check the shelf. The same model is out of stock, so you offer a refund to the original payment card. The customer accepts and asks, “How will I receive it?”
“We’ll return the payment to the card you used.”
Correct. “To the card you used” tells the customer exactly how they’ll receive the money.
“You’ll see the money in your account this afternoon.”
Try again. The customer asked how the money would be returned. You also have no confirmed time for it to appear.
“You can collect your refund in cash at the counter.”
Try again. You agreed to return the payment to the original card. Cash would be a different arrangement.
Write your follow-up (optional)
You’ve given the customer a refund receipt. Write a short message that acknowledges the fault and confirms where the money will go.
You can open the model reply at any time.
Read and listen to a model reply
“I’m sorry your lamp won’t switch on. As agreed, we’ll refund the payment to the card you used. Please keep your refund receipt for your records.”
“As agreed” links the message to the conversation. Compare your reply: did you mention the problem and the agreed refund method?