你有沒有在 Amazon 或其他購物平台買到東西，結果收到貨發現根本不對——尺寸錯、破損、或乾脆寄錯了？然後打開退貨頁面，滿版英文讓你不知道從何下手？
這集我們就來處理這個現實痛點！教你退貨、換貨、申請退款的實用英文，不管是填線上表單、還是跟客服聊天機器人或真人對話，都能搞定！
情境對話 Dialogue
Amy 在美國電商網站買了一雙鞋，收到後發現尺寸根本不對。她聯繫了客服 Kevin 處理退換貨。
English Dialogue
重點單字與片語 重點句型
Kevin: Thank you for contacting support. How can I help you today?
Amy: Hi, I received the wrong item. I ordered a size 7, but I got a size 9 instead.
Kevin: I’m sorry to hear that. Can I get your order number?
Amy: Sure, it’s 4851-XK. I also have a photo of the wrong size if that helps.
Kevin: Perfect, that would be great. Please attach it to this chat. Based on that, we can process a return or exchange for you.
Amy: I’d prefer to get a refund rather than an exchange, actually.
Kevin: Absolutely. I’ll initiate the refund process. You’ll receive a prepaid return label by email within 24 hours.
Amy: Do I need to repack it in the original box?
Kevin: That’s preferred, but not required. Just make sure the item is securely packed to avoid damage during shipping.
Amy: Got it. How long will it take for the refund to show up?
Kevin: Once we receive the item, the refund will be credited to your account within 5–7 business days.
Amy: Sounds good. Thanks for your help!
Kevin: Of course! Is there anything else I can help you with?
中文翻譯
Kevin：感謝您聯繫客服，請問有什麼需要幫助的？
Amy：你好，我收到的商品是錯的。我訂的是 7 號，但收到的是 9 號。
Kevin：很抱歉造成困擾。可以告訴我您的訂單編號嗎？
Amy：好的，是 4851-XK。如果有幫助的話，我也有拍到尺寸錯誤的照片。
Kevin：太好了！請把照片附在這個對話視窗裡。根據情況，我們可以幫您辦理退貨或換貨。
Amy：其實我比較想直接退款，不換貨了。
Kevin：沒問題。我現在幫您啟動退款流程，您會在 24 小時內收到退貨標籤的電子郵件。
Amy：我需要用原來的盒子重新打包嗎？
Kevin：最好是，但不強制要求。只要確保包裝牢固，避免運送途中損壞就好。
Amy：了解。退款大概要多久才會入帳？
Kevin：我們收到退貨後，退款會在 5 到 7 個工作天內匯回您的帳戶。
Amy：好的，謝謝你的幫忙！
Kevin：不客氣！還有什麼其他需要幫忙的嗎？
重點單字 Vocabulary Boost
- order number / ˈɔːrdər ˈnʌmbər / n. → 訂單編號
（打客服電話第一件事就是提供這個，找不到的話去「我的訂單」頁面查）
Can you give me your order number? I’ll pull up your account right away.（可以告訴我您的訂單編號嗎？我馬上調出您的帳戶資料。） - return / rɪˈtɜːrn / n./v. → 退貨；退回
（當名詞用：”I’d like to make a return.” 當動詞用：”I need to return this item.”）
I’d like to return this jacket — it’s not the color I expected.（我想退掉這件外套，顏色跟我預期的不一樣。） - exchange / ɪksˈtʃeɪndʒ / n./v. → 換貨；交換
（退貨選退款是 refund；選換貨是 exchange，兩個要分清楚）
Can I do an exchange for a size 8 instead?（我可以換一個 8 號嗎？） - refund / ˈriːfʌnd / n. / rɪˈfʌnd / v. → 退款
（名詞：I’d like a refund. 動詞：They refunded me immediately.）
I never received my order, so I’m requesting a full refund.（我從未收到訂單，所以我申請全額退款。） - prepaid return label / priːpeɪd rɪˈtɜːrn ˈleɪbəl / n. → 預付退貨標籤
（賣家幫你付運費，你下載標籤、貼上包裹、交給快遞就好，非常方便）
We’ll email you a prepaid return label within 24 hours.（我們會在 24 小時內把預付退貨標籤寄到您的信箱。） - attach / əˈtætʃ / v. → 附上；附加
（在線上客服或 email 中「附加檔案或照片」就用這個字）
Please attach a photo showing the damage.（請附上一張顯示損壞情況的照片。） - initiate / ɪˈnɪʃieɪt / v. → 啟動；開始（流程）
（客服常說 “I’ll initiate the process for you” 表示幫你啟動某個程序）
I’ll initiate the refund right away.（我馬上幫您啟動退款程序。） - credited / ˈkredɪtɪd / adj./v. → 已入帳；已匯入
（退款回到你帳戶或信用卡時，客服常用 “credited to your account”）
The amount will be credited to your card within 7 business days.（金額將在 7 個工作天內匯回您的信用卡。） - securely packed / sɪˈkjʊərli pækt / adj. → 包裝牢固
（退貨時客服常提醒這個，避免運送中損壞讓退貨失敗）
Make sure the item is securely packed before dropping it off.（寄出前請確保商品包裝牢固。）
重點句型 Sentence Patterns
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- I received the wrong item. → 我收到的商品是錯的
I received the wrong item — I ordered a blue one but got a red one.（我收到的東西不對，我訂的是藍色，但收到的是紅色。）| 替換詞：the wrong size（錯誤尺寸）/ a damaged item（損壞商品）/ an incomplete order（不完整訂單）
- I received the wrong item. → 我收到的商品是錯的
💡 台灣人遇到問題常說「東西有問題」，英文不用那麼模糊，直接說明問題類型更有效：wrong item（錯誤商品）、damaged（損壞）、missing（缺件），客服可以立刻判斷要走哪個退貨流程。
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- I’d prefer to get a refund rather than an exchange. → 我比較想退款，不換貨
I’d prefer to get a refund rather than wait for a replacement.（我比較想退款，不想等換貨。）| 替換詞：store credit（購物金）/ a replacement（補發新品）
- I’d prefer to get a refund rather than an exchange. → 我比較想退款，不換貨
💡 “I’d prefer…” 是英語裡很禮貌又直接的表達方式，比 “I want…” 客氣，比 “Could I possibly maybe…” 俐落得多。退貨選項通常有三種：refund（退款）、exchange（換貨）、store credit（平台購物金），選擇前先想清楚。
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- How long will it take for the refund to show up? → 退款要多久才會入帳？
How long will it take for the package to arrive?（包裹大概要多久才會到？）| 替換詞：for the label to be sent（標籤寄出）/ for the case to be resolved（案件解決）
- How long will it take for the refund to show up? → 退款要多久才會入帳？
💡 “show up” 在這裡不是「出現」的意思，而是口語化的「入帳、出現在帳戶裡」。客服正式用語會說 “credited to your account”，但日常對話說 “show up” 更自然。
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- Is there anything else I can help you with? → 還有其他需要幫忙的嗎？
A: Is there anything else I can help you with? B: No, that’s all. Thanks so much!（沒了，謝謝你！）| 替換詞：can I assist you with（更正式）/ do you need（更口語）
- Is there anything else I can help you with? → 還有其他需要幫忙的嗎？
💡 這句是客服結尾的標配，你回答 “No, that’s all, thank you!” 或 “That’s everything, thanks!” 都很自然。如果還有問題，直接說 “Actually, I have one more question…”
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- I also have a photo of [問題] if that helps. → 如果有幫助的話，我也有[問題]的照片
I also have a photo of the damaged packaging if that helps.（如果有幫助的話，我也有損壞包裝的照片。）| 替換詞：the wrong label（錯誤標籤）/ the missing part（缺少的零件）
- I also have a photo of [問題] if that helps. → 如果有幫助的話，我也有[問題]的照片
💡 “if that helps” 是非常實用的緩衝語，意思是「如果有用的話」，讓你提供額外資訊時不顯得強迫，也讓對話更自然。退貨時主動提供照片往往能加速審核。
逐字稿 Transcript
M: 剛才那段對話，你有沒有注意到一件事——Amy 全程沒有抱怨、沒有情緒，但她要的退款，她拿到了。而且整個過程又快又順。這就是英文溝通最核心的事：清楚說出你要什麼，然後讓流程跑。
M: Did you catch something about that conversation? Amy never complained, never got frustrated — and she got exactly what she needed. The refund, on her terms. That is English communication at its best: state what you want clearly, stay calm, and let the process work.
J: 歡迎來到 MJ English！今天這集我們就跟著 Amy 和 Kevin 這段對話，一句一句拆解，讓你下次面對英文退貨客服的時候，知道每個環節該說什麼。
J: Welcome to MJ English! In today’s episode, we’re going through Amy and Kevin’s conversation line by line, so that the next time you need to handle a return in English, you know exactly what to say at every single step.
M: 好，從第一句開始。Amy 說：”I received the wrong item.” 就這七個字。Kevin 馬上知道這是錯誤出貨的案件。不需要背景故事，不需要解釋一堆，就這一句話，案件分類完成。
M: Alright, let’s start right at the beginning. Amy said: “I received the wrong item.” Seven words. Kevin immediately knows this is a mis-shipment case. No backstory needed, no lengthy explanation — seven words, and the case is categorized.
J: 很多人在這裡會說 “There is a problem with my order”，但這樣說，客服還要再問一輪才知道是什麼問題。直接說 “wrong item”、”damaged item”、”missing item”，對方秒懂，流程也跑得更快。所以這句話的關鍵不只是字數少，是你選了對的字。
J: A lot of people say “There is a problem with my order” — which is technically correct, but the agent still has no idea what the problem is. They have to ask a follow-up question, which slows everything down. Saying “wrong item,” “damaged item,” or “missing item” gives the agent exactly what they need in one shot. It’s not just about being short — it’s about choosing the right words.
M: Kevin 接著問訂單編號。Amy 提供完之後加了一句：”I also have a photo of the wrong size if that helps.” 這個 “if that helps” 是整段對話裡我最喜歡的四個字。它讓你主動提供額外資訊，但語氣不強迫，反而很自然、很有溝通禮儀。
M: Kevin then asked for the order number. After giving it, Amy added: “I also have a photo of the wrong size if that helps.” Those four words — “if that helps” — are my favorite part of the whole conversation. You’re proactively offering extra information, but you’re not forcing it. It sounds natural, cooperative, and genuinely helpful rather than demanding.
J: 這個 “if that helps” 可以接很多東西。比如你打電話申訴，你可以說 “I have the tracking number if that helps”，或者 “I have a screenshot of the order if that helps”。每次都這樣用，語氣一致、有禮貌，對方也會覺得你是個好溝通的客戶。
J: You can attach “if that helps” to almost anything. On a customer service call, you might say “I have the tracking number if that helps,” or “I have a screenshot of the confirmation email if that helps.” Use it consistently and you’ll come across as someone who’s easy to work with — which actually tends to get you better service.
M: 然後到了整段對話最關鍵的那一刻。Kevin 問：要退貨還是換貨？Amy 回：”I’d prefer to get a refund rather than an exchange.” 這個 “I’d prefer… rather than…” 句型，禮貌、直接、清楚，沒有多餘的猶豫。
M: Then comes the key decision point. Kevin asked: return or exchange? And Amy replied: “I’d prefer to get a refund rather than an exchange.” That pattern — “I’d prefer… rather than…” — is polite, direct, and completely unambiguous. No hesitation, no over-explaining.
J: 台灣人有時候說英文會太客氣，說一大堆 “Sorry to bother you” 或者 “Maybe if possible could I get a refund?” 這種說法不是不好，但客服要處理很多案件，你越清楚，他們越高效。說 “I’d prefer to get a refund” 就夠了，清楚、有禮貌，不用道歉，不用過度解釋。
J: Taiwanese speakers sometimes over-apologize in English — things like “Sorry to bother you, maybe if it’s possible could I perhaps get a refund?” That’s not wrong exactly, but customer service agents handle dozens of cases at a time. The clearer you are, the faster they can help you. “I’d prefer to get a refund” is all you need — polite, clear, no apology necessary, no over-explanation required.
M: 對，你不需要為收到錯誤的商品道歉！繼續看下去。Kevin 說他會 initiate the refund process，然後會寄一個 prepaid return label 過來。這兩個詞都很重要。
M: Right — you don’t need to apologize for receiving the wrong item. Moving on. Kevin said he would “initiate the refund process” and send a “prepaid return label.” Both of these terms are worth knowing.
J: Initiate 就是「啟動、開始」，在客服語言裡很常見。你可能會聽到 “I’ll initiate a return,” “I’ll initiate an investigation,” “I’ll initiate a replacement order”——每次都是同樣概念：我幫你把這個流程跑起來了。
J: “Initiate” means to start or begin something formally. In customer service, you’ll hear it often: “I’ll initiate a return,” “I’ll initiate an investigation,” “I’ll initiate a replacement order.” Every time, it means the same thing — I’m officially starting this process for you right now.
M: 然後是 prepaid return label。Prepaid 是「預付的」，意思是運費已經有人幫你付了——通常是賣家。你只要下載標籤、列印出來、貼在包裹上，然後交給指定的快遞公司就好，完全不需要自己去付運費。
M: And the prepaid return label. “Prepaid” means the shipping cost has already been paid — usually by the seller. You download the label, print it, stick it on the package, and drop it off at the specified carrier. You pay nothing extra. It’s one of the best things about shopping on major platforms — returns are almost painless if you know the process.
J: Amy 也問了包裝的問題——要不要用原盒？Kevin 說 “That’s preferred, but not required.” Preferred 是「比較好」，not required 是「不強制」。這種說法在英文裡很常見，就是「最好這樣做，但不做也沒事」。
J: Amy also asked about packaging — does she need to use the original box? Kevin said: “That’s preferred, but not required.” “Preferred” means it’s the better option, “not required” means it’s not mandatory. This kind of phrasing is common in English — it means we’d like you to do it this way, but it’s not a dealbreaker if you don’t. Very practical thing to know for returns.
M: 最後 Amy 問：”How long will it take for the refund to show up?” 這個 show up 很口語，就是「出現在帳戶裡、入帳」的意思。Kevin 回：”credited to your account within 5–7 business days.” Credited to your account 是比較正式的說法，意思一樣，都是「退款進到你帳戶」。
M: Finally, Amy asked: “How long will it take for the refund to show up?” The phrase “show up” here is casual — it means appear in your account, or in other words, be credited. Kevin’s more formal version was “credited to your account within 5–7 business days.” Both mean the same thing: the money goes back to you. Amy used casual language, Kevin used formal language — both totally fine.
J: Business days 記得是工作天，週末和國定假日不算。五到七個工作天，換算成日曆天可能是八到十天甚至更長，所以不要等兩天沒到帳就馬上再聯繫客服，給它一點時間。
J: “Business days” — this is important. It means working days only. Weekends and public holidays don’t count. So five to seven business days in calendar time could easily be eight, nine, or even ten days. Give it time before following up. If you haven’t seen it after ten calendar days, then it’s worth reaching out again.
M: 好，整段對話我們都拆解過了。現在輪到你了——我們要把對話再放一次。這次試試看，你能不能在聽的時候，同時注意到三件事：Amy 怎麼描述問題、她選了什麼、還有 Kevin 怎麼說退款會入帳。三件事，一次聽。
M: Great — we’ve broken down the whole conversation. Now it’s your turn. We’re playing it one more time. This time, see if you can track three things simultaneously: how Amy describes the problem, what she chooses, and how Kevin explains when the refund will arrive. Three things, one listen. Challenge accepted?
[DIALOGUE REPLAY]
J: 怎麼樣，三件事都抓到了嗎？第一：Amy 說 “I received the wrong item”。第二：她說 “I’d prefer to get a refund”。第三：Kevin 說 “credited to your account within 5–7 business days.” 這三句就是這集的精華，其他的都是支撐這三句的細節。
J: How did that go? Did you catch all three? First: Amy said “I received the wrong item.” Second: she said “I’d prefer to get a refund.” Third: Kevin said “credited to your account within 5–7 business days.” Those three lines are the core of this episode. Everything else we covered — the “if that helps,” the prepaid label, the preferred vs. required distinction — all of it supports these three key moments.
M: 第二次聽的感覺是不是完全不一樣？你不只是在聽，你在追重點、在確認你學到的東西——這才是真正在練英文。
M: Doesn’t the second listen feel completely different? You weren’t just hearing sounds — you were actively tracking information, confirming what you’d learned. That’s what real English practice feels like. Not passive listening, but engaged, purposeful listening.
J: 下次你收到奇怪的包裹，或者退款遲遲沒到帳，記得今天這些句子。重點單字和句型在下面都有整理，存起來，需要的時候直接拿來用
J: Next time a package shows up wrong, or a refund takes forever to appear — you’ve got the words for it now. All the vocabulary and sentence patterns are written up below. Save it, come back to it when you need it. I’m Jason!
M: MJ English，每一集都是你的英文工具箱，一句一句，慢慢裝滿。我們下集見！
M: And I’m Mary! MJ English — every episode adds another tool to your English toolkit. One phrase at a time, you’re building something real. See you next episode!
