退换货权 Right of Return tuì huàn huò quán

Dialogues

Dialogues 1

中文

顾客：您好，我买的这件衣服质量有问题，想申请退货。
店员：您好，请问您是什么时候购买的？可以提供订单号吗？
顾客：我是在三天前购买的，订单号是123456。
店员：好的，请您稍等，我帮您查询一下。……好的，您的订单信息我已经查到了。请问您遇到的问题是什么？
顾客：这件衣服的袖子开线了，而且颜色和图片上显示的不一样。
店员：很抱歉给您带来了不便。根据我们的退换货政策，您可以在七天内无理由退换货。请问您是想退货还是换货？
顾客：我想退货。
店员：好的，请您将衣服和订单一起寄回，我们收到后会尽快处理退款。

拼音

Gùkè: Hǎo, wǒ mǎi de zhè jiàn yīfu zhìliàng yǒu wèntí, xiǎng shēnqǐng tuìhuò.
Diànyuán: Hǎo, qǐngwèn nín shì shénme shíhòu gòumǎi de? Kěyǐ tígōng dìngdānhào ma?
Gùkè: Wǒ shì zài sān tiān qián gòumǎi de, dìngdānhào shì 123456.
Diànyuán: Hǎo de, qǐng nín shāoděng, wǒ bāng nín cháxún yīxià. … Hǎo de, nín de dìngdān xìnxī wǒ yǐjīng cházhàodao le. Qǐngwèn nín yùndào de wèntí shì shénme?
Gùkè: Zhè jiàn yīfu de xiùzi kāixiàn le, érqiě yánsè hé túpiàn shàng xiǎnshì de bù yīyàng.
Diànyuán: Hěn bàoqiàn gěi nín dài lái le bùbiàn. Gēnjù wǒmen de tuì huàn huò zhèngcè, nín kěyǐ zài qī tiān nèi wú lǐyóu tuì huàn huò. Qǐngwèn nín shì xiǎng tuìhuò háishì huàn huò?
Gùkè: Wǒ xiǎng tuìhuò.
Diànyuán: Hǎo de, qǐng nín jiāng yīfu hé dìngdān yīqǐ jì huí, wǒmen shōudào hòu huì jinkuài chǔlǐ tuìkuǎn.

English

Customer: Hello, the clothes I bought have a quality problem and I want to apply for a return.
Clerk: Hello, when did you purchase it? Could you provide the order number?
Customer: I bought it three days ago, the order number is 123456.
Clerk: Okay, please wait a moment, I’ll check it for you. … Okay, I’ve found your order information. What's the problem?
Customer: The sleeve of this clothes is loose, and the color is different from the picture.
Clerk: I'm sorry for the inconvenience. According to our return policy, you can return or exchange the goods within seven days without reason. Do you want to return or exchange the goods?
Customer: I want to return it.
Clerk: Okay, please send the clothes and the order back together, we will process the refund as soon as possible after receiving it.

Common Phrases

退换货

tuì huàn huò

Return and Exchange

Cultural Background

中文

中国消费者对退换货权利越来越重视，商家也越来越重视消费者体验。

网购退换货流程相对完善，一般都有明确的政策和流程。

线下实体店退换货，需要根据商家的规定和具体情况而定。

拼音

Zhōngguó xiāofèizhě duì tuì huàn huò quánlì yuè lái yuè zhòngshì, shāngjiā yě yuè lái yuè zhòngshì xiāofèizhě tǐyàn。

Wǎnggòu tuì huàn huò liúchéng xiāngduì wánshàn, yībān dōu yǒu míngquè de zhèngcè hé liúchéng。

Xiàxiàn shí tǐ diàn tuì huàn huò, xūyào gēnjù shāngjiā de guīdìng hé jùtǐ qíngkuàng ér dìng。

English

Chinese consumers are increasingly attaching importance to their right to return or exchange goods, and businesses are also paying more attention to consumer experience.

The online return and exchange process is relatively well-established, generally with clear policies and procedures.

For offline physical stores, return and exchange need to be determined based on the store's regulations and specific circumstances.

Advanced Expressions

中文

消费者权益保护法

七天无理由退货

产品质量法

拼音

xiāofèi zhě quán yì bǎo hù fǎ

qī tiān wú lǐyóu tuì huò

chǎn pǐn zhìliàng fǎ

English

Consumer Rights Protection Law

Seven-day no-reason return

Product Quality Law

Cultural Taboos

中文

在与商家沟通时，避免使用过激或不礼貌的语言。要理性表达诉求，维护自身权益的同时也要尊重商家。

拼音

Zài yǔ shāngjiā gōutōng shí, bìmiǎn shǐyòng guòjī huò bù lǐmào de yǔyán. Yào lǐxìng biǎodá suìqiú, wéihù zìshēn quán yì de tóngshí yě yào zūnzhòng shāngjiā.

English

Avoid using aggressive or impolite language when communicating with the merchant. It is important to express your needs rationally and protect your own rights while respecting the merchant.

Key Points

中文

了解商家的退换货政策，保留购物凭证。

拼音

Liǎojiě shāngjiā de tuì huàn huò zhèngcè, bǎoliú gòuwù píngzhèng。

English

Understand the merchant's return and exchange policy and keep the purchase receipt.

Practice Tips

中文

模拟不同的场景，例如：在线购物退货、线下实体店退货。

练习用不同的语气表达，例如：礼貌、强硬、委屈。

尝试用不同的方式解决问题，例如：协商、投诉。

拼音

mǒnì bùtóng de chǎngjǐng, lìrú: zài xiàn gòuwù tuìhuò, xiàxiàn shí tǐ diàn tuìhuò。liànxí yòng bùtóng de yǔqì biǎodá, lìrú: lǐmào, qiángyìng, wěiqū。chángshì yòng bùtóng de fāngshì jiějué wèntí, lìrú: xiéshāng, tú sù。

English

Simulate different scenarios, such as: online shopping returns, offline physical store returns.

Practice expressing in different tones, such as: polite, firm, aggrieved.

Try to solve problems in different ways, such as: negotiation, complaint.