退回有缺陷的商品
Returning a Defective Product
顾客需要向客服解释收到的商品有损坏或缺陷，并要求全额退款或换货。
对话轮次
12
预计时长
6 分钟
场景
网购退货
完整对话内容
以下是该情境的完整英语对话，包含中英文对照和重点解析
👩
Emily
第 1 轮
Hi, I'm calling about an online order I received yesterday. The order number is #123456789.
English
您好，我收到一个昨天下的在线订单。订单号是123456789。
中文翻译
👨
John
第 2 轮
Hello Emily, I see your order for a blue dress. How can I help you today?
English
您好，艾米丽，我看到您订购了一件蓝色连衣裙。我今天能为您提供什么帮助？
中文翻译
👩
Emily
第 3 轮
Unfortunately, the dress arrived with a noticeable tear on the sleeve. It looks like it's defective.
English
很遗憾，这条连衣裙送来时袖子上有一个明显的破洞。看起来它有缺陷。
中文翻译
👨
John
第 4 轮
Oh, I'm very sorry to hear that. Could you please describe the tear for me?
English
哦，非常抱歉听到这个。您能帮我描述一下破损的地方吗？
中文翻译
👩
Emily
第 5 轮
It's a small but noticeable rip, about an inch long, right near the left cuff. It definitely wasn't usable as is.
English
它是一个小但很明显的裂口，大约一英寸长，就在左袖口附近。它肯定不能就这样使用。
中文翻译
👨
John
第 6 轮
I understand. I apologize again for the inconvenience. Would you prefer a full refund or an exchange for a new one?
English
我明白了。对于给您带来的不便，我再次表示歉意。您想选择全额退款还是换一件新的？
中文翻译
👩
Emily
第 7 轮
I'd prefer an exchange if possible. I really liked the style of the dress.
English
如果可能的话，我更喜欢换货。我真的很喜欢这条连衣裙的款式。
中文翻译
👨
John
第 8 轮
Okay, we can certainly arrange that for you. I'll initiate an exchange order for the same item. We'll send you a return label via email within the next hour so you can send the defective one back. Would you like to use the same shipping address?
English
好的，我们当然可以为您安排。我将为您发起一个相同商品的换货订单。我们会在接下来的一小时内通过电子邮件给您发送一个退货标签，以便您将有缺陷的那件寄回。您想使用相同的收货地址吗？
中文翻译
👩
Emily
第 9 轮
Yes, please. That would be perfect. Thank you so much for your help!
English
是的，请。那就太好了。非常感谢您的帮助！
中文翻译
👨
John
第 10 轮
You're welcome, Emily. The new dress should arrive within 3-5 business days after we receive the return. Is there anything else I can assist you with today?
English
不客气，艾米丽。新连衣裙在我们收到退货后，应该会在3-5个工作日内送达。今天我还能为您提供其他帮助吗？
中文翻译
👩
Emily
第 11 轮
No, that's all for now. Thanks again!
English
不，目前就这些。再次感谢！
中文翻译
👨
John
第 12 轮
You're very welcome. Have a great day!
English
非常欢迎。祝您有美好的一天！
中文翻译
🎯
对话学习完成
结合右侧的词汇和句型解析，加深理解和记忆
重点词汇
defective
有缺陷的
Defective means something is faulty or not working properly, like a damaged product. Use it when describing problems with items you bought, such as 'The phone is defective.'
中文解释
Defective 意思是某物有故障或无法正常工作，比如损坏的产品。在描述购买物品的问题时使用，例如 '电话有缺陷。'
tear
撕裂
A tear is a rip or hole in fabric or material. In shopping contexts, say 'There's a tear in the shirt' to explain damage clearly.
中文解释
撕裂是织物或材料上的裂口或洞。在购物情境中，说‘衬衫上有撕裂’来清楚解释损坏。
rip
裂口
A rip is similar to a tear, meaning a split or cut. It's casual and useful for describing clothing issues, like 'The seam has a rip.'
中文解释
裂口类似于撕裂，意思是裂开或切割。它是非正式的，并且适用于描述服装问题，比如'接缝有一个裂口。'
cuff
袖口
The cuff is the end of a sleeve or pant leg that folds over. Mention it precisely when pointing out damage, e.g., 'The tear is on the cuff.'
中文解释
袖口是袖子或裤腿的末端，向外折叠的部分。在指出损坏时要精确提及，例如，'撕裂在袖口上。'
refund
退款
A refund is getting your money back for a purchase. Request it politely in returns, like 'I'd like a full refund.'
中文解释
退款是指取回购买商品的钱。在退货时礼貌地请求，例如‘我想要全额退款。’
exchange
交换
An exchange means swapping the item for a new one. Use it when you want a replacement, such as 'Can I get an exchange?'
中文解释
交换意味着将物品换成新的一个。当您想要替换时使用，例如‘我能换一件吗？’
inconvenience
inconvenience
Inconvenience means trouble or annoyance caused to someone. Apologize for it in service, like 'Sorry for the inconvenience.'
中文解释
Inconvenience 意味着给某人带来的麻烦或烦恼。在服务中为此道歉，比如 'Sorry for the inconvenience.'
return label
退货标签
A return label is a shipping sticker for sending items back. It's key in online shopping; ask for it by saying 'Please send the return label.'
中文解释
退货标签是用于退回物品的运送贴纸。它在在线购物中至关重要；通过说“请发送退货标签”来请求它。
重点句型
"Hi, I'm calling about an online order I received yesterday. The order number is #123456789."
"您好，我是关于昨天收到的在线订单打电话的。订单号是 #123456789。"
重点句型
语法解析
This is a polite way to start a customer service call. Use it to introduce your issue quickly by providing key details like the order number. It's useful for any return or inquiry, showing clear communication.
中文解析
这是开始客户服务电话的礼貌方式。通过提供订单号等关键细节，快速介绍您的问题。它对任何退货或查询都有用，展示清晰的沟通。
"Unfortunately, the dress arrived with a noticeable tear on the sleeve. It looks like it's defective."
"不幸的是，这件连衣裙到达时袖子上有一个明显的撕裂。它看起来像是次品。"
重点句型
语法解析
This sentence explains a problem clearly and politely. 'Unfortunately' softens bad news, and 'noticeable' describes the issue's visibility. Use it when reporting defects to customer service for effective complaints.
中文解析
这个句子清晰且礼貌地解释了一个问题。'不幸的是'缓和了坏消息，'明显的'描述了问题的可见性。在向客户服务报告缺陷时使用它，以进行有效的投诉。
"Oh, I'm very sorry to hear that. Could you please describe the tear for me?"
"哦，听到这个我很抱歉。您能请描述一下撕裂的地方吗？"
重点句型
语法解析
This shows empathy and asks for more details. 'I'm very sorry to hear that' is a common apologetic phrase in service roles. Use it to build rapport and gather information in conversations.
中文解析
这显示了同情心并询问更多细节。“听到这个我很抱歉”是在服务角色中常见的道歉短语。使用它来建立融洽关系并在对话中收集信息。
"I understand. I apologize again for the inconvenience. Would you prefer a full refund or an exchange for a new one?"
"我理解。再次为造成的不便道歉。您更喜欢全额退款还是换一个新的？"
重点句型
语法解析
This acknowledges the issue and offers options. 'I understand' shows listening, and the question uses 'prefer' for polite choices. It's practical for resolving customer problems by giving alternatives.
中文解析
这承认了问题并提供了选项。'I understand' 显示了倾听，问题使用了'prefer'来礼貌地提供选择。它通过给出备选方案来实际解决客户问题。
"I'd prefer an exchange if possible. I really liked the style of the dress."
"如果可能的话，我更喜欢交换。我真的很喜欢这件连衣裙的风格。"
重点句型
语法解析
This expresses a preference positively. 'I'd prefer' is a polite way to choose, and explaining why (like liking the style) helps your case. Use it in returns when you want a replacement.
中文解析
这以积极的方式表达了偏好。'I'd prefer' 是一种礼貌的选择方式，解释原因（比如喜欢风格）有助于你的论点。在希望换货的退货时使用它。
"Okay, we can certainly arrange that for you. I'll initiate an exchange order for the same item."
"好的，我们一定可以为您安排。我将为相同商品启动交换订单。"
重点句型
语法解析
This confirms action confidently. 'We can certainly' assures the customer, and 'initiate' means to start the process. It's useful in service to show efficiency and next steps.
中文解析
这自信地确认了行动。“我们一定可以”安慰了客户，“initiate”意味着启动流程。在服务中显示效率和下一步很有用。
"The new dress should arrive within 3-5 business days after we receive the return."
"新裙子将在我们收到退货后 3-5 个工作日内到达。"
重点句型
语法解析
This gives a timeline clearly. 'Within' means 'in less than,' and 'business days' excludes weekends. Use it to set expectations in shipping or delivery updates.
中文解析
这清楚地给出了时间表。'Within' 意味着 '少于'，'business days' 不包括周末。用于在运输或交付更新中设置期望。
"You're welcome, Emily. Is there anything else I can assist you with today?"
"不客气，Emily。今天还有什么我可以帮助您的吗？"
重点句型
语法解析
This ends the conversation politely. 'You're welcome' responds to thanks, and the question checks for more needs. It's a standard closing in customer service to ensure satisfaction.
中文解析
这礼貌地结束对话。'不客气'回应感谢，问题检查是否有更多需求。这是客服中确保满意度的标准结束语。