Solving Customer Problems: Returns, Exchanges, and Order Issues (Copy)

Common Customer Problems

A customer might:

• Receive the wrong hat.

• Receive a damaged hat.

• Order the wrong size.

• Experience a delivery delay.

• Ask for a return or refund.

How to Respond

Remember these four steps:

1. Listen — Understand the problem.

2. Be kind — Stay calm and polite.

3. Check — Ask for the order number or a photo.

4. Help — Offer a fair solution.

Example

Customer:
“I ordered a black hat, but I received a blue one.”

Response:
“Hi! We’re sorry you received the wrong color. Please send us your order number and a photo of the hat. We will check your order and help you get the correct one. Thank you!”

Practice Scenarios

Write a short response to each customer:

1. “My hat arrived with a tear.”

2. “The hat is too small. Can I exchange it?”

3. “My package is two days late.”

4. “I ordered a red hat, but I received a green one.”

5. “I love my new hat! It fits perfectly.”

Writing Assignment

Choose three scenarios and write a response of 3–5 sentences for each.

Include:

1. A greeting

2. A thank-you or apology

3. A helpful solution

4. A friendly closing