"Can I Return This?": Instructions for Handling Customer Exchanges and Returns

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According to those working within the customer service industry (and in sales in general), one of the most aggravating experiences can be exchanges and returns of product. An exchange, as we define it, is when a customer wants to exchange one item for another, usually of the same type but perhaps another color or texture. Returns are usually for store credit or cash back, depending on company. This video covers both types of exchanges for those new to the industry or to the U.S.

“Can I Return This?”

Returns can be a pain for a variety of reasons. First, usually these customers are unhappy with their product or their choice, and while you may have had nothing to do with the original sale, you’re the one having to face their wrath. Second, more often the not, the answer to this question is “No, you cannot return this.” Many returns invalidate the rules of the exchange, such as not having a receipt, coming in past the deadline, damaging the goods, or more.

These can be disastrous for your record, as a disgruntled customer may report you to management for simply doing your job! Taking a firm approach is still recommended, but you should practice your return and exchange conversations so you can reduce the stress for both parties and make this experience productive and good for the company. This is especially true for anyone coming from a non-English background!

This video covers two example conversations:

Exchanging Product - When a customer wants an alternative product, or needs to legitimately exchange a defective product.
Returning Product - When a customer wants to return something that may not be in accordance with policy, such as damaged or altered goods..

Follow our examples the next time you’re faced with these scenarios, especially if you’re new to this position!

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