Phone calls & errands
How to get a refund for a wrong order
You’re talking to Lena, customer support. The goal: explain the problem and ask for a refund to your card.
Your first line
Lena starts with “Thank you for calling, this is Lena. How can I help?”
“Hi Lena. Order 48213 came with the wrong item. I ordered a blue jacket and got a gray one. I’d like a refund to my card.”
Facts ready: the order number and the problem up front let her pull it up fast. Saying “refund to my card” early rules out store credit before she offers it.
What Lena might say, and what to say back
Lena: “I can get you a store credit for the full amount right now.”
You: “Thanks, but I’d rather not. I’d like the refund to my card, please.”
Lena: “I could send you the right item instead?”
You: “I appreciate that, but I’ll pass. A refund to my original card is what I need.”
Lena: “I’d have to get my supervisor to approve a refund.”
You: “That’s fine, I can hold. Once it’s approved, can I get a reference number and when it’ll post?”
Two things that trip people up
- Telling the whole story before you give the order number.Lead with the order number and what was wrong, in two sentences.
- Saying “credit is fine, I guess” when you wanted your money back.Turn down the credit politely and repeat: “A refund to my card, please.”
Now say it out loud
Reading the words isn’t the same as saying them. Practice this one with Lena pushing back like the real person would. Then your coach, Frankie, fixes your exact words. The move to focus on: Facts ready.
Practice this one free3 free reps a day. No sign-up. Out loud or typed.