退换货、票据与退税咨询｜导游英语支付与售后

完整教材 · 中文解释 / 英语音频

退换货、票据与退税咨询：完整文字稿与练习

这课解决什么工作问题？

说明购买问题，向商家询问条件和办理方，并完成反馈。

售后沟通需要商品、票据、购买时间、问题和希望结果。退货、换货、退税是不同流程，不能把有票据等同于必定可退，也不能把标有退税服务等同于任何游客商品都合格。模拟商家确认可换同款，退款需负责人审核；真实规则向商家及相关官方服务方核实。

说明购买问题，向商家询问条件和办理方，并完成反馈。
听懂本课5组工作交流，并给出对应回应。
在“游客离杭后才可反馈，请写一条包含商品问题、编号、联系方和约定反馈时间的简短信息。”的变化情境中使用本课表达。

本次重点词块：exchange、refund、review、eligibility、procedure。先理解用途，再跟读；不需要一次记住所有拼写。

完整材料

把这组句子放回本课任务。每句都有具体用途，可以分段练习。

The guest bought this item yesterday and has the receipt.

客人昨天购买了这件商品，保留着票据。

词块对照

The guest bought this item yesterday and has the receipt.：客人昨天购买了这件商品，保留着票据。

The size does not match the confirmed order. Could you check the purchase record?

尺寸与确认订单不符，请核对购买记录。

词块对照

purchase record：购买记录

The guest would like to know whether an exchange or refund is available.

客人想知道能否换货或退款。

词块对照

exchange：换货
refund：退款

In this exercise, the shop can exchange the item today, while a refund requires review.

本次模拟店家今天可换货，退款需审核。

词块对照

exchange：换货
refund：退款
review：审核

Please explain the conditions, responsible contact and expected update time in writing.

请书面说明条件、负责联系方和预计反馈时间。

词块对照

Please explain the conditions, responsible contact and expected update time in writing.：请书面说明条件、负责联系方和预计反馈时间。

A tax-refund enquiry is separate from returning a product.

退税咨询与退回商品是不同事项。

词块对照

refund：退款

We should ask the official service desk about eligibility, documents and the current procedure.

应向官方服务台询问资格、文件和当前流程。

词块对照

eligibility：适用资格
procedure：流程

The guest has chosen an exchange. Please confirm the new size and issue the appropriate record.

客人选择换货，请确认新尺寸，并出具相应记录。

词块对照

exchange：换货

Before leaving, check the item, receipt and any remaining follow-up together.

离开前，一起核对商品、票据和尚待跟进事项。

词块对照

Before leaving, check the item, receipt and any remaining follow-up together.：离开前，一起核对商品、票据和尚待跟进事项。

句子怎么组合

说明证据和条件，让商家答复具体请求

according to the label标明标签来源，could you explain…请商家说明。退款结果与期限由实际负责方确认，不用导游承诺代替。

Could you explain the return conditions in writing?

请用书面说明退货条件。

词汇与句型讲解

exchange · 换货: 例句：The guest would like to know whether an exchange or refund is available.
refund · 退款: 例句：The guest would like to know whether an exchange or refund is available.
review · 审核: 例句：In this exercise, the shop can exchange the item today, while a refund requires review.
eligibility · 适用资格: 例句：We should ask the official service desk about eligibility, documents and the current procedure.
procedure · 流程: 例句：We should ask the official service desk about eligibility, documents and the current procedure.
purchase record · 购买记录: 例句：The size does not match the confirmed order. Could you check the purchase record?

would like to request，不把请求说成已批准

把游客诉求和店家批准结果分开转述。

需要修正：~~You requested a refund, so it is approved.~~

正确或更合适的表达：The guest requests a refund; please explain whether it can be approved.

提出诉求不等同于商家已同意。

This concerns the size mismatch on receipt R-21 in our exercise. The shop manager is reviewing the refund request and will send an update to the agreed contact tomorrow afternoon. Please keep the receipt and product photographs.

本次模拟涉及R-21票据的尺寸不符，店长正在审核退款，将于明天下午通过约定渠道反馈，请保留票据和商品照片。

完整游客对话

先听游客或工作人员的话，再尝试回应；需要时看中文与示范。

游客

Can I return this today?

今天可以退吗？

导游

Let us show the receipt and ask the shop about the current conditions.

我们出示票据，问店家当前条件。

游客

I prefer a refund to an exchange.

比起换货我想退款。

导游

The shop says a refund needs review. Let us confirm who handles it and when you receive an update.

店家说退款需审核，我们确认由谁处理及何时反馈。

游客

Does a receipt guarantee a tax refund?

有票据就保证退税吗？

导游

No guarantee. We need the official eligibility and document requirements for this purchase.

不能保证，需要官方确认本次购买资格和材料要求。

游客

I accept a larger size instead.

我接受换大一号。

导游

Please check the new size and condition before the shop records the exchange.

店家记录换货前，请检查新尺寸和状态。

游客

What if I leave Hangzhou before the update?

反馈前我就离开杭州怎么办？

导游

Let us confirm a remote contact, required documents and who will follow up.

我们确认远程联系、所需材料及跟进人。

理解与应用练习

先听游客的话。此刻表达的意思是什么？
听力文字提示
Can I return this today?
今天可以退吗？
1. 比起换货我想退款。
2. 有票据就保证退税吗？
3. 今天可以退吗？
做完后核对答案与解释
答案：C
A：刚才这句没有表达“比起换货我想退款。”。再听一次，对照关键词与本课完整对话。
B：刚才这句没有表达“有票据就保证退税吗？”。再听一次，对照关键词与本课完整对话。
C：游客的意思是：今天可以退吗？
结合本课情境，哪句修正了“You requested a refund, so it is approved.”中的问题？
1. The guest requests a refund; please explain whether it can be approved.
2. You requested a refund, so it is approved.
做完后核对答案与解释
答案：A
A：把游客诉求和店家批准结果分开转述。提出诉求不等同于商家已同意。
B：这仍是原句。提出诉求不等同于商家已同意。
游客选择换货后，还应核对什么？
1. 新商品尺寸状态、换货记录和剩余事项
2. 继续保证退税成功
3. 只要拿到袋子即可
做完后核对答案与解释
答案：A
A：选择落实后仍要检查结果与凭证。
B：这不能妥善完成本课任务。选择落实后仍要检查结果与凭证。
C：这不能妥善完成本课任务。选择落实后仍要检查结果与凭证。

场景开口任务

只看任务提纲，先自己说

说明购买问题，向商家询问条件和办理方，并完成反馈。先按工作顺序自己说，卡住时再打开关键词提示。

协助游客核对商品和交易，处理票据、退换与咨询，保留自主选择。
商品、价格与支付状态有可核对依据。
游客的决定、商家答复与后续联系已说明。

先说一遍，再看参考

The guest bought this item yesterday and has the receipt. The size does not match the confirmed order. Could you check the purchase record? The guest would like to know whether an exchange or refund is available. In this exercise, the shop can exchange the item today, while a refund requires review. Please explain the conditions, responsible contact and expected update time in writing. A tax-refund enquiry is separate from returning a product. We should ask the official service desk about eligibility, documents and the current procedure. The guest has chosen an exchange. Please confirm the new size and issue the appropriate record. Before leaving, check the item, receipt and any remaining follow-up together.

客人昨天购买了这件商品，保留着票据。尺寸与确认订单不符，请核对购买记录。客人想知道能否换货或退款。本次模拟店家今天可换货，退款需审核。请书面说明条件、负责联系方和预计反馈时间。退税咨询与退回商品是不同事项。应向官方服务台询问资格、文件和当前流程。客人选择换货，请确认新尺寸，并出具相应记录。离开前，一起核对商品、票据和尚待跟进事项。