6
Happy learning ! ^^
影片文稿：
- Hey there, I’d like to return this item.
嗨，我想退這件商品。 - No worries, mate. What are you returning today?
沒問題喔，請問今天要退什麼呢？ - It’s a jacket I bought last week.
這是我上週買的一件外套。 - Alright, let’s have a look at it then.
好的，我來幫你看看喔。 - I barely wore it. It’s still in perfect condition.
幾乎沒穿過，狀況很好。 - Cheers for keeping it tidy. Got the receipt with ya?
謝謝你保持得這麼乾淨。你有帶發票嗎？ - Yep, I’ve got it right here in the bag.
有，我放在袋子裡了。 - Beauty, that helps heaps. Let me get this started for you.
太好了，這幫很多。我幫你開始處理退貨喔。 - Appreciate it. I really like your store, by the way.
謝啦，順帶一提，我蠻喜歡你們這家店的。 - Aww, thanks a bunch! We do try to keep folks happy.
哇，真的謝謝你喔！我們一直希望讓客人滿意。 - This jacket looked awesome online, but it fits kinda weird.
這件外套網路上看起來超棒，但穿起來有點怪怪的。 - Ah, that’s fair. Happens sometimes with different brands.
啊，這可以理解。有時不同品牌尺寸會不一樣啦。 - Exactly. I didn’t even take off the tags.
對啊，我連吊牌都沒拆。 - That’s perfect then—makes it easier on both sides.
那就太好了，這樣對我們雙方都比較方便處理喔。 - Do I need to fill out a form or something?
我需要填什麼表格嗎？ - Nah, I’ll sort it all here on the system for you.
不用啦，我這邊系統直接幫你處理就行。 - Sweet, appreciate the help.
太好了，感謝你幫忙。 - No drama! Just give me a sec to finish this up.
沒問題啦！我處理一下就好。 - Sounds good. I’ll wait right here.
好喔，我在這邊等。 - Legend. Be with you in a jiffy!
太讚了！我馬上處理好喔～ - So… do you need a reason for the return?
所以…需要提供退貨原因嗎？ - Yeah, just a quick one to pop into the system.
需要喔，只要簡單說明一下，輸入系統就好。 - Alright. It didn’t quite fit the way I hoped it would.
好吧。穿起來跟我想像的不太一樣。 - Gotcha. Was it the size, or more the cut and shape?
明白～是尺寸不合，還是版型的問題呢？ - Mostly the cut. The shoulders feel too tight, but the waist is loose.
主要是版型。肩膀太緊，腰又太寬。 - Ahh, yeah, tricky one. Some brands just don’t get it right.
唉對啊～有些牌子的版型真的很難說準。 - Yeah, and the sleeves were a bit short on me too.
而且袖子對我來說也有點太短了。 - Right, that’d definitely bug ya. Thanks for letting me know.
這樣穿起來真的會不舒服耶，謝謝你告訴我。 - No problem. It looked better in the pictures, honestly.
沒事啦，說實話照片上看起來好看多了。 - Happens all the time. Online pics can be a bit sneaky, huh?
常常這樣啦～網路照片都蠻會騙的對吧？ - Totally! I should’ve tried it in-store first.
完全同意！早知道應該先到店裡試穿的。 - Yeah, fair enough. Good on ya for coming in though.
哈哈，理解啦～不過你願意回來現場處理也很好。 - Appreciate that. So you just need to note it’s a fit issue?
謝啦～所以你只需要記錄是尺寸問題對吧？ - Yep, I’ll pop that in and we’re good to go.
對，寫上這點就可以幫你處理囉。 - Cool. Glad this won’t be too complicated.
太好了，還好這流程不會太麻煩。 - Nah, too easy. We like to keep things chill here.
完全不麻煩啦～我們就是希望讓流程輕鬆點。 - Well, I really appreciate the attitude here.
我真的很感謝你們這邊的態度。 - Aww, thanks! We do our best to keep folks smiling.
哇～謝啦！我們一直努力讓客人有好心情。 - You’re doing a great job, honestly.
說真的，你們做得很棒。 - That means a lot. Let’s get you sorted now.
真心謝謝你～那我來幫你完成退貨囉！ - Hey, just checking—do I absolutely need the receipt to return this?
嘿，我想確認一下，一定要有發票才能退貨嗎？ - Most of the time, yeah. It’s part of our store policy.
大部分情況下是的喔，這是我們的店內規定。 - What if I lost it? I think I deleted the email too…
如果我弄丟了呢？我好像連email都刪掉了… - That’s alright, mate. Did you use a loyalty account when you bought it?
沒關係啦～請問你當時有用會員帳號購買嗎？ - Yeah! I think I used my phone number at checkout.
有耶！我結帳時有報手機號碼。 - Perfect! I can pull up the order with that.
太好了～我可以用那個幫你查訂單喔。 - Sweet! So I don’t have to stress about the receipt, right?
太棒了～所以沒發票也不用太擔心對吧？ - Yep, as long as I can find the purchase, we’re good to go.
對啊～只要我查得到你的購買紀錄就沒問題囉。 - That’s a relief. I was worried I’d be stuck with it.
呼～我還以為這件會退不掉。 - Nah, we’ve got you covered. That’s what we’re here for.
放心啦，我們就是來幫忙解決這種事的。 - Appreciate that. I guess systems are smarter than I thought.
感謝你～系統比我想的還好用耶。 - Haha, yep! Makes both our lives easier, right?
哈哈對啊～讓我們雙方都輕鬆很多不是嗎？ - Do you get folks returning stuff without receipts a lot?
你們常遇到客人沒有發票就想退貨嗎？ - Happens more than you’d think. Especially around holidays.
比你想的多喔，尤其是假期那段時間。 - Makes sense. All the gift shopping can get crazy.
也對，節日買禮物超混亂的。 - Oh, totally. We just try to keep it chill for everyone.
超同意，我們就盡量讓流程簡單一點啦。 - You’re doing an awesome job, by the way.
你真的超棒的～順帶一提。 - Cheers! We do what we can.
哇～謝啦！能幫上忙就好囉。 - Alright, thanks again! Glad this worked out.
好的，再次感謝！還好有順利處理好。 - No dramas at all! Happy to help anytime.
完全沒問題～有需要都可以來找我喔。 - So, do I get a full refund for this?
所以，這件可以全額退嗎？ - We’ve got a couple of options—refund, exchange, or store credit.
我們有幾種選擇喔～退費、換貨或轉成購物金。 - Got it. Can I take a look around first before deciding?
了解～我可以先看看有沒有其他想換的嗎？ - Absolutely! Take your time, have a browse.
當然可以～慢慢看，隨意逛喔！ - Thanks! I might swap it if I find something better.
謝啦！如果有找到更喜歡的我可能會想換。 - Sounds good. We’ve got new arrivals near the front.
沒問題～我們剛上架的新款就在前面那區喔。 - What if I don’t find anything I like today?
如果今天沒看到喜歡的怎麼辦？ - Then you can go with store credit and use it anytime.
那你也可以選購物金，之後再用就行。 - Oh, that’s convenient. How long is store credit valid?
喔～這樣好方便耶！那購物金有效期限多久？ - It’s good for one year from the issue date.
從開立日算起，一年內都可以使用喔。 - That’s pretty generous. Do I need to decide right now?
這還蠻有彈性的耶～我現在一定要決定嗎？ - Nope, I can process the return now and you can pick later.
不用喔～我可以先幫你退，再慢慢挑也行。 - That’s awesome. Honestly, I appreciate the flexibility.
太棒了，真的很感謝你們那麼有彈性。 - Cheers! We like to keep things fair and simple.
謝啦～我們就是想讓流程公平又簡單啦。 - If I find something later this week, can I come back to exchange?
如果我這週後來看到喜歡的，可以再來換嗎？ - Yep, just bring the receipt or store credit slip with you.
可以喔～到時候記得帶收據或購物金單據來就行。 - Cool. I’ll browse a bit now and let you know.
好，我先逛逛～等下跟你說。 - No rush at all. Holler if you need a hand, yeah?
慢慢來不急喔～有需要幫忙再叫我嘿！ - Will do. Thanks again for being so chill.
好的～再次謝謝你這麼親切。 - You’re welcome! Take your time and enjoy the browse.
不客氣啦～慢慢看喔，祝你逛得開心～ - Hey, just wondering—are there any extra fees for returning stuff?
嘿～我想問一下，退貨會收手續費嗎？ - Nope, no extra charges at all. Straightforward refund.
不會收喔～我們退貨都很單純，就是直接退費。 - That’s good to know. I’ve seen some places charge a restocking fee.
好喔～有些地方還會收回倉費。 - Yeah, nah, we don’t do that here. Bit of a pain, really.
哎我們這邊不搞那套啦～那真的很麻煩。 - Totally agree. It just feels kinda unfair, y’know?
對啊～這樣感覺真的不太合理。 - For sure! If the product’s in good nick, why penalise folks?
真的～東西狀況又好，幹嘛還罰顧客呢？ - So even if I return it, say, tomorrow, it’d still be free?
所以我如果明天再來退，也一樣不收費嗎？ - Yep! As long as it’s within 30 days, no fee, no fuss.
對～30天內退貨都是免手續費、免煩惱的。 - Nice. That really makes shopping less stressful.
不錯耶～這樣逛街比較不會有壓力。 - That’s the goal, mate. We want it to feel easy.
就是要這樣啊～我們就是希望讓人買得輕鬆啦。 - Does it matter how I paid? Like cash or card?
付款方式會影響退費嗎？像是現金還刷卡？ - Nah, doesn’t matter. We refund to the original method.
不會啦～我們就是退回你原本付款的方式。 - Gotcha. What about if I paid with a gift card?
我懂了～那如果是用禮物卡付的呢？ - Still good! The refund goes back onto the same gift card.
也可以退喔～會退回原本那張禮物卡上面。 - Cool, just wanted to be sure before I go ahead.
好～我只是想確認一下再處理（退貨）。 - You’re all good, mate. No sneaky fees here.
你完全沒問題啦～我們這邊不會暗藏費用的。 - That’s awesome. Thanks for clearing that up.
太好了～謝謝你幫我解釋清楚。 - No stress! Always happy to help.
不會啦～很開心能幫上忙。 - Alright, I’m ready to move forward now.
好的～那我就準備處理退貨囉。 - Sweet as! I’ll sort this right away.
好喔～我馬上幫你處理掉。 - Quick question—how long does the refund usually take?
想問一下～退款大概多久會到？ - Usually around 5 to 7 business days, depending on your bank.
通常是5 到 7 個工作天，但也要看你銀行處理速度喔。 - Alright, so it won’t show up right away?
好～所以不會馬上入帳對吧？ - Nah, it takes a bit to process on the bank’s end.
不會啦～要等銀行那邊處理一下。 - Makes sense. Will I get a confirmation email?
合理～那我會收到確認信嗎？ - Yep, we’ll shoot you a confirmation as soon as it’s processed.
會喔！我們一處理好就會寄確認信給你。 - That’s helpful. Does the refund go to the same card I used?
了解，那會退回我當初刷的那張卡嗎？ - Exactly right. Same method, same account.
沒錯～一律退回原本的付款方式。 - Perfect. And if it doesn’t show up in a week?
太好了～那如果一週後還沒入帳呢？ - Just give us a ring or pop back in—we’ll chase it up for you.
沒問題～打給我們或再回來一趟，我們會幫你追進度。 - That’s really reassuring. Thanks for being on top of it.
聽起來安心多了～謝謝你那麼細心。 - No stress! We like to keep things smooth for everyone.
不會啦～我們就是希望流程對大家都簡單順利。 - I’ll check my email and bank over the next few days.
那我這幾天會注意一下信箱和帳戶。 - Good plan! Most folks see it by day five.
很好～大部分客人第五天就會收到囉。 - Fingers crossed it hits my account soon.
希望它快點退到我帳上。 - Shouldn’t be long now! Banks are usually pretty quick.
應該很快啦～銀行通常都蠻快的。 - Cool. Thanks for explaining everything so clearly.
很好～謝謝你講解得這麼清楚。 - You’re very welcome! Glad to help.
不客氣啦～能幫到你我很開心。 - I’ll be on the lookout for that refund email.
那我會注意退款通知的信喔。 - Sweet as. Let me know if there’s any hiccup, yeah?
好喔～有任何小問題記得找我嘿！ - Is there anything you need to check on the item?
你要檢查一下商品嗎？ - Just gonna give it a quick once-over, make sure it’s in good nick.
我會稍微檢查一下，確定它狀況還不錯。 - No problem, take your time.
沒關係，你慢慢來。 - Cheers, won’t take long at all.
謝啦～我很快就好。 - It’s barely been used, so should be fine.
我幾乎沒用過，應該還算新。 - Looks pretty spotless so far—tags still on, no marks.
目前看起來很乾淨～吊牌還在，也沒什麼污漬。 - That’s great. Let me know if anything’s off.
太好了～有問題再跟我說。 - Will do. Just flipping it inside out now.
好的～我現在翻到裡面檢查一下喔。 - No worries. I appreciate you being thorough.
沒事啦～謝謝你這麼仔細。 - Gotta be fair to both sides, right?
我們就是要對雙方都公平，對吧？ - Totally. I wouldn’t want to return something that’s been worn.
完全同意～我也不會拿穿過的東西來退。 - And this one looks brand new, so you’re all good.
而且這件看起來像全新的，你這邊沒問題啦。 - That’s a relief to hear.
聽到這樣我就放心了。 - No dramas at all. You’ve kept it in great shape.
完全沒問題～你保持得超好。 - So we’re good to proceed with the refund?
那我就可以退貨了對吧？ - Yep, just need to click this through in the system.
對～我系統點一點就搞定。 - Cool. Thanks again for being so helpful.
好的～再次感謝你這麼幫忙。 - No worries at all! Always happy to help.
不會啦～很高興能幫上忙。 - You’re awesome. Appreciate the service.
你真的很棒耶～感謝你的服務。 - Legend! We’ll have this wrapped up in no time.
你太客氣了～馬上幫你處理好！ - Hey, quick question—can I return online purchases here?
嘿～請問我可以在這裡退網購的東西嗎？ - You sure can, mate! In-store returns are totally fine for online orders.
當然可以啊～我們網購商品也接受店內退貨喔。 - Nice, that’s super convenient. Do I need to bring anything special?
太棒了～這樣超方便。那我需要帶什麼嗎？ - Just bring the order confirmation and the item itself—easy as.
只要帶訂單確認信跟商品本身就行～超簡單的。 - I’ve got the email on my phone—is that enough?
我有訂單email在手機上～這樣可以嗎？ - Yep, digital’s totally fine. We just need the order number.
可以喔～電子的完全沒問題，我們只需要訂單編號。 - Sweet. Is the return process any different from in-store purchases?
太好了～那退貨流程會跟門市買的不一樣嗎？ - Not really—it’s pretty much the same steps.
基本上沒什麼差別啦～流程差不多。 - Cool. And does it still go back to the same payment method?
那退回的錢也會回到我當初付款的帳戶嗎？ - Yep, we refund to whatever you used online—card, PayPal, all good.
對～不管是刷卡還是 PayPal 都會退回去，沒問題。 - That works for me. Is there a different return window for online stuff?
聽起來不錯～那網購退貨期限是一樣的嗎？ - Same 30-day policy—whether it’s online or in-store.
都一樣啦～不管網購還是門市都是30天內退貨。 - Awesome. I wasn’t sure if I needed to mail it back.
太好了～我還以為一定要寄回去。 - Nah, bringing it in is way quicker and easier.
不用啦～拿來店裡處理快又方便多了。 - Good to know. You guys are making this way too easy.
好險問了～你們真的讓退貨變超簡單耶。 - Haha, that’s what we aim for—no stress, no drama!
哈哈～我們就是走這路線的啦～零壓力零麻煩！ - I’ll bring the item and email over to the counter then.
那我等等就帶東西跟email一起來櫃台。 - Sweet as. Just give us a shout when you’re ready.
好喔～準備好了再跟我們說一聲就行！ - Thanks a ton! You’ve been super helpful.
太感謝了～你人真的太好了。 - No worries at all—glad to help out anytime.
不客氣啦～隨時樂意幫忙喔！ - So, is the return all set?
所以退貨都處理好了嗎？ - Yep, you’re all sorted—return’s been processed.
對啊，已經幫你辦好了～沒問題囉！ - Nice! Will I get a refund confirmation email?
太好了～那我會收到退款確認信嗎？ - Absolutely—should land in your inbox in a few minutes.
當然會～幾分鐘後應該就會出現在你的信箱。 - And it’ll say how much got refunded and to which account?
信裡面會寫明退多少錢、退到哪個帳戶嗎？ - Yep, all the details’ll be in the email—super clear.
會喔～信裡面都會列得很清楚，很一目了然。 - Perfect. I’ll keep an eye out for it.
太棒了～我會注意看看信箱的。 - Beauty. If it doesn’t show, just give us a shout.
太好了～如果沒收到再跟我們說一聲喔。 - Do you know if the subject line says “Refund” or something?
你知道信件標題會寫什麼嗎？比如寫“退款”？ - Yep, usually says “Refund Processed” with your order number.
通常是寫 “Refund Processed” 加上你的訂單編號。 - Gotcha. I’ll check my spam folder just in case.
知道了～我也會檢查垃圾信件夾。 - Smart move—sometimes it gets filtered.
聰明～有時候系統會不小心擋掉。 - I’ll also double-check with my bank next week.
我下週也會再確認一下銀行帳戶。 - Good call. It should hit your account within a few days.
很好～幾天內就會退到帳戶上囉。 - Everything’s been really smooth—appreciate your help.
整個流程都很順，真的很感謝你。 - No dramas at all—glad it went nice and easy.
完全沒問題～很開心整個過程順順的。 - You’ve got great service skills, by the way.
對了你服務真的很好！ - Aww, cheers! That means a lot.
哇～謝謝你誇獎！我很開心聽到這個。 - Alright, I’m good to go. Thanks again!
好～那我沒問題了。再次謝謝你！ - Legend. Take care, and hope to see you again soon!
你太讚了～保重，期待下次再見囉！ - Thanks again for all your help today.
再次謝謝你今天幫了我這麼多。 - No worries at all—happy to help out!
沒問題啦～很開心能幫上忙！ - You really made the whole return process super easy.
你真的讓整個退貨流程變得超簡單。 - That’s what we’re here for! Too easy, yeah?
這就是我們存在的意義啦～簡單搞定沒問題！ - I’ll definitely shop here again. Great service.
我一定會再來這裡買東西～你們服務超讚的。 - Love hearing that! You’re always welcome back.
好開心聽你這樣說～隨時都歡迎再來喔！ - I’ll make sure to tell my friends about you guys too.
我也會推薦給我朋友～讓他們也來這邊。 - Cheers, legend! We’d love to see them.
哇～太感謝了你這位好人！歡迎他們一起來喔～ - Hope the rest of your shift goes smoothly.
希望你今天班也都順順利利的。 - Thanks, mate. It’s been a chill one so far!
謝啦～今天目前還蠻輕鬆的～ - Take care, and thanks again!
那我走囉～再次謝謝你！ - You too! Enjoy the rest of your day.
你也是喔～祝你今天接下來都順心！ - I’ll be keeping an eye out for that email.
我會注意那封退款的信。 - It should hit your inbox soon—give us a buzz if not!
很快就會收到啦～沒收到記得打來喔！ - Will do! Honestly, you’ve been great.
會的！說真的，你真的很棒。 - You’re a legend! Thanks heaps for being so chill.
你人超讚的～謝謝你那麼好配合喔！ - Have a good one!
祝你有美好的一天！ - Catch ya later—take it easy!
下次見囉～輕鬆過每一天！ - Bye!
掰啦～ - See ya!
掰掰囉！