How to return a faulty product in English (no receipt)
You bought something, it broke almost immediately, and now you have to explain that to a stranger at a counter. Learners often know the words but get stuck when the clerk asks "Do you have the receipt?", and then either give up or sound angry. Staying calm and specific is what gets results here.
The situation
Your new blender stopped working after two days and you lost the receipt. Get a refund, or at least a replacement.
Your goals
- Describe the fault clearly
- Stay polite when Rosa pushes back
- Leave with a refund or replacement
Words to use
Words you probably know but rarely say. In the app they tick off as you use them.
- faulty
- not working properly
- malfunction
- fail to work
- proof of purchase
- evidence you bought it
- store credit
- money to spend in-store
- reasonable
- fair and sensible
- escalate
- take it to someone senior
Phrases that work here
I bought this here on Saturday, and it stopped working after two days.
Your opening line: what, when and what went wrong, in one sentence.
When I switch it on, the motor hums but the blades don't turn.
Describes the fault like a symptom. Specific details make the problem believable.
I don't have the receipt, but I paid by card, so it should show on my statement.
Offers a different kind of proof before the clerk can say no.
I understand that's the policy. Is there anything you can do in this case?
Accepts the rule without arguing, then asks for flexibility. This is the key sentence when you hear no.
Would a replacement be possible instead?
Your fallback when a refund isn't possible. It's easier for the store to agree to.
I'd prefer a refund, but store credit would be okay.
Shows what you want and what you'll accept, which makes a deal faster.
Is there a manager I could speak to?
A polite way to escalate. Use it only after you've asked what the clerk can do.
How the conversation can go
Rosa opens the call. One way to answer:
- Rosa
Hi there, what can I help you with today?
- You
Hi. I bought this blender here on Saturday, and it's already faulty. When I switch it on, the motor hums but the blades don't move at all.
- Rosa
Oh no, I'm sorry. Do you have the receipt with you?
- You
Unfortunately I lost it. But I paid by card, and I have the payment notification on my phone as proof of purchase. Would that work?
- Rosa
Hmm, normally we need the receipt for a refund. I'm not sure I can do that without it.
- You
I understand that's the policy. It only lasted two days, though, so I think a replacement would be reasonable. Is that something you can do?
- Rosa
Okay, let me check with the system. I can swap it for a new one, or give you store credit.
- You
A new one would be great, thank you. Could we quickly test it here before I take it home?
Mistakes to avoid
My blender is error.My blender isn't working. / There's something wrong with my blender.
"Error" is a noun, not an adjective. Saying something "is error" is a habit from casual Indonesian.
I want my money back now.I'd like a refund, please.
"I want... now" sounds like a demand. "I'd like" is the normal polite form, and it gets better cooperation.
I lose the receipt.I lost the receipt. / I've lost the receipt.
It already happened, so use the past or present perfect. Indonesian doesn't mark tense, so the present slips in.
Before you start
- Describe the fault in three parts: what you do, what happens, and when it started.
- If the answer is no, acknowledge the rule first, then ask what they can do. Arguing about the policy rarely works.
- Decide your second choice before you go (replacement or store credit), so you can accept it quickly when it's offered.
Practise it out loud with Rosa
In Lorivo, Rosa answers you on a live voice call for about 6 minutes, then you get feedback on your own sentences.
Get it on Google Play