ZenMic
🧾 Customer service
Returns Policy Role Play: No Receipt
The procedure: greet, check purchase, offer exchange or store credit if there is no receipt, stay calm, confirm. Each step is in the conversation.
Script
2 speakers · 11 lines
Agent
Good afternoon, how can I help?
Customer
I bought this kettle last week and it stopped working. I want my money back.
Agent
I'm sorry to hear that. Do you have the receipt with you?
Customer
No, I threw it away. Is that a problem?
Agent
Not a big one. Did you pay by card?
Customer
Yes, I think so.
Agent
Then I can find the purchase on our system with your card. Could you tap it here?
Customer
Oh, that's easy. There.
Agent
Found it, the twelfth of March. Since it's faulty, I can give you a full refund to the card, or a new kettle today.
Customer
A new one, please.
Agent
Of course. I'll get one from the back now.
Agent: Good afternoon, how can I help? Customer: I bought this kettle last week and it stopped working. I want my money back. Agent: I'm sorry to hear that. Do you have the receipt with you? Customer: No, I threw it away. Is that a problem? Agent: Not a big one. Did you pay by card? Customer: Yes, I think so. Agent: Then I can find the purchase on our system with your card. Could you tap it here? Customer: Oh, that's easy. There. Agent: Found it, the twelfth of March. Since it's faulty, I can give you a full refund to the card, or a new kettle today. Customer: A new one, please. Agent: Of course. I'll get one from the back now.
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What Makes This Work
- ✓Empathy before the procedure
- ✓Finds the purchase without a receipt
- ✓Offers both options from the policy
- ✓Ends with a clear next action
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