Customer (Mark): Good afternoon, I’d like to speak to someone about returning a product I bought here last week.
Assistant (Rachel): Good afternoon, of course, I can help you with that, what seems to be the problem?

Mark: I bought this portable speaker, but it’s not working properly and I’d like to return it.
Rachel: I’m sorry to hear that, could you tell me what exactly is wrong with the speaker?

Mark: The sound keeps cutting out, and sometimes it turns off by itself even when the battery is fully charged.
Rachel: I see, that definitely doesn’t sound right, do you have the receipt with you?

Mark: Yes, here it is, I bought it six days ago.
Rachel: Thank you, let me have a quick look at the receipt and the product.

Mark: I’ve tried it several times at home and even reset it, but the problem continues.
Rachel: I understand, thank you for explaining the situation, I can see from the receipt that it’s still within the return period.

Mark: That’s good, because I don’t want to keep a defective item.
Rachel: Of course, you shouldn’t have to, we can offer you a few options.

Mark: Okay, what options do I have exactly?
Rachel: You can get a full refund, exchange the speaker for a new one, or receive store credit to use on something else.

Mark: To be honest, this model hasn’t given me a good impression.
Rachel: That’s completely understandable, in that case you might prefer a refund or store credit.

Mark: I’m leaning towards a refund, I’d rather choose a different brand later.
Rachel: That’s no problem, our policy allows a full refund for defective products within 14 days, and you are well within that time.

Mark: Perfect, I appreciate you confirming that.
Rachel: Before I process the refund, would you mind if our technician checks the speaker quickly?

Mark: No, that’s fine, I understand you need to verify the problem.
Rachel: Thank you, I’ll just take it to the back, this will only take a couple of minutes.

Mark: Sure, I’ll wait here by the counter.
Rachel: Alright, I’ll be right back as soon as I have an answer from the technician.

Rachel: Thank you for waiting, our technician tested the speaker and confirmed that it is indeed defective.
Mark: Okay, that matches my experience at home, so I’m glad it’s been confirmed.

Rachel: As we said, we can now proceed with a refund, exchange, or store credit, whatever you prefer.
Mark: I’d still like the refund, please, I don’t really want another speaker of the same model.

Rachel: That’s absolutely fine, would you like the refund back to your card or in cash?
Mark: I paid by card, so I’d like the money refunded to my card, please.

Rachel: No problem, I’ll process a card refund, it may take a few business days to appear in your account.
Mark: That’s alright, as long as the refund is done, I’m satisfied.

Rachel: I’m entering the details now, could you please confirm the last four digits of your card?
Mark: Yes, the last four digits are 4–3–2–1.

Rachel: Thank you, the refund has been processed, and here’s your refund receipt.
Mark: Great, I appreciate you handling this so quickly.

Rachel: Once again, I’m sorry for the inconvenience with the defective speaker.
Mark: I understand these things happen, what matters to me is how the store deals with the problem.

Rachel: That’s good to hear, we always try to resolve issues fairly and professionally.
Mark: You’ve been very professional, so thank you for that.

Rachel: You’re welcome, if you decide to buy another speaker in the future, we can recommend other brands.
Mark: That’s good to know, I might come back and have a look at your other models.

Rachel: You’re always welcome, just ask for help if you need any advice next time.
Mark: I will, thanks again for your help today.

Rachel: Have a nice day, and I hope your next purchase works perfectly for you.
Mark: Thanks, have a nice day too, goodbye.

En este diálogo aparece un inglés muy típico de devoluciones en tienda, con un tono educado pero firme.

Vocabulario sobre el problema y el producto
Se usan términos como portable speaker, defective product, defective item, it’s not working properly, the sound keeps cutting out, it turns off by itself, the problem continues, reset it, technician, tested the speaker.
Estas expresiones te permiten explicar claramente qué pasa sin entrar en tecnicismos complicados: not working properly, keeps cutting out, turns off by itself son muy útiles para casi cualquier aparato.

Vocabulario de tienda y política de devoluciones
Aparecen palabras como receipt, return period, full refund, exchange, store credit, our policy allows, within 14 days, business days, refund has been processed, refund receipt.
Son términos estándar en países anglófonos. Especialmente útiles: full refund (reembolso completo), exchange (cambiar por otro producto), store credit (saldo en tienda en vez de dinero).

Vocabulario de trato al cliente
Frases como I’m sorry to hear that, thank you for explaining the situation, you shouldn’t have to, that’s completely understandable, I appreciate you confirming that, I’m sorry for the inconvenience, we try to resolve issues fairly and professionally marcan un tono profesional y amable, pero dejan claro que hay un problema real.

EXPRESIONES CLAVE: EDUCADAS PERO FIRMES

El cliente mantiene un tono respetuoso pero claro:

Para iniciar la queja
“I’d like to speak to someone about returning a product I bought here last week.”
Es una forma muy buena: I’d like to es cortés, pero el objetivo está clarísimo: returning a product.

Para describir el problema sin sonar agresivo
“It’s not working properly and I’d like to return it.”
“The sound keeps cutting out, and sometimes it turns off by itself even when the battery is fully charged.”
El cliente explica hechos concretos, no insulta al producto ni a la tienda. Eso refuerza su credibilidad.

Para dejar clara su posición
“I don’t want to keep a defective item.”
“To be honest, this model hasn’t given me a good impression.”
“I’m leaning towards a refund, I’d rather choose a different brand later.”
Aquí hay firmeza, pero sin gritos ni frases agresivas. To be honest suaviza un poco la crítica.

Para aceptar procedimientos sin perder la calma
“No, that’s fine, I understand you need to verify the problem.”
El cliente acepta que el técnico lo revise, lo cual suena razonable y profesional.

Para mostrar satisfacción con la solución
“As long as the refund is done, I’m satisfied.”
“I appreciate you handling this so quickly.”
“What matters to me is how the store deals with the problem.”
Muy útil: separa el fallo del producto del trato recibido.

GRAMÁTICA DESTACABLE

Uso de “would like” para pedir cosas de forma educada
“I’d like to speak to someone about returning a product…”
“I’d like the money refunded to my card, please.”
I’d like (I would like) es la forma estándar y cortés en este contexto; suena mucho mejor que I want en una reclamación.

Uso de presente simple para políticas y hechos
“Our policy allows a full refund for defective products within 14 days.”
“It may take a few business days to appear in your account.”
“We always try to resolve issues fairly and professionally.”
Esto describe normas generales y funcionamiento habitual, por eso va en presente simple.

Uso de presente perfecto para la experiencia previa
“I’ve tried it several times at home and even reset it, but the problem continues.”
El presente perfecto conecta las acciones pasadas (probar, resetear) con la situación actual (sigue fallando). Es muy natural en este contexto.

Uso de modales para ofrecer opciones
“We can offer you a few options.”
“You can get a full refund, exchange the speaker, or receive store credit.”
“Would you like the refund back to your card or in cash?”
Can y could/would sirven para mostrar posibilidad y cortesía al mismo tiempo.

Condicionales suaves
“As long as the refund is done, I’m satisfied.”
As long as marca la condición clave para el cliente. Es menos “legal” que un condicional formal, pero muy natural en conversación.

DIFERENCIAS IDIOMÁTICAS Y CULTURALES

Normalidad de la devolución
En el diálogo se da por hecho que devolver un producto defectuoso es totalmente normal y legítimo:
“Of course, you shouldn’t have to [keep a defective item].”
En algunos contextos hispanohablantes a veces se vive la devolución casi como “pedir un favor”; aquí es claramente un derecho del cliente dentro de la return period.

Políticas claras y estructuradas
La dependienta explica de forma muy clara las opciones: refund, exchange, store credit y el plazo within 14 days.
En muchos países anglófonos es bastante habitual que las políticas estén bien definidas y el personal sepa explicarlas de memoria.

Tono profesional, no emocional
Fíjate que nadie levanta el tono ni usa expresiones fuertes. El cliente expresa su disgusto con frases como “hasn’t given me a good impression” en lugar de “es una basura”.
En contextos anglófonos, mantener la calma y ser específico suele funcionar mejor que dramatizar.

Agradecer incluso en una queja
El cliente, a pesar del problema, usa varias veces “thank you”, “I appreciate…”.
Y la dependienta pide disculpas: “I’m sorry for the inconvenience”.
Es muy típico mantener este intercambio de cortesías incluso al tratar problemas.

CONSEJOS PRÁCTICOS PARA HISPANOHABLANTES

Frases modelo para iniciar la devolución
Puedes memorizar algo como:
“Good afternoon, I’d like to return a product I bought here last week.”
“I’m afraid it’s not working properly and I’d like to ask for a refund or an exchange.”

Para explicar el fallo
Evita solo decir “it doesn’t work”; da un mínimo de detalle:
“The sound keeps cutting out.”
“It turns off by itself even when it’s fully charged.”
“I’ve tried resetting it, but the problem continues.”
Eso te hace sonar razonable y preparado.

Para pedir opciones y elegir
“What options do I have exactly?”
“I’d prefer a refund, to be honest.”
“I’d rather choose a different brand later.”
“Could you tell me about your returns policy?”

Para ser firme pero educado
En vez de discutir, usa frases claras:
“I don’t want to keep a defective item.”
“As long as the refund is processed, I’m satisfied.”
“I understand these things happen, but I need the problem to be solved.”

Para cerrar bien la interacción
“Thank you for handling this so quickly.”
“What matters to me is how the store deals with the problem.”
Con esto mantienes buena relación aunque hayas reclamado.

RESUMEN OPERATIVO

En una situación de devolver un producto defectuoso en inglés te conviene:
Dominar vocabulario básico como defective product, return period, full refund, exchange, store credit, receipt, policy.
Usar fórmulas de cortesía firmes: “I’d like to return this”, “It’s not working properly”, “I’d prefer a refund”.
Aceptar los pasos normales (comprobación por técnico, plazos bancarios) sin perder la calma, y cerrar con una frase que marque que estás satisfecho: “As long as the refund is done, I’m satisfied.”