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Customer Service vocabulary · Refunds, Returns & Compensation

Exchange

Meaning in customer service, with examples

/ɪksˈtʃeɪndʒ/nounCore term

In customer service, exchange means: Giving back a product and receiving a different one in its place, for example another size, another colour or a working unit.

In Turkish: değişim, ürün değişimi, değiştirme

How it is used

Customers ask for an exchange or ask to exchange an item. Shops often offer a choice: "an exchange or a refund". As a verb it takes for: "exchange the jacket for a larger size".

Example sentences

  1. Would you prefer an exchange or a refund?

  2. I'd like to exchange this phone case for a black one.

Common collocations

  • offer an exchange
  • exchange an item
  • exchange for a different size
  • exchange or refund
  • returnTo send or take a product back to the seller, usually because it is faulty, wrong or no longer wanted.
  • refundMoney that is paid back to a customer, for example because they returned a product, cancelled a service or were charged by mistake.
  • replacementA new product sent to a customer instead of one that was faulty, damaged, lost or wrong.
  • return policyA company's rules about whether, when and how customers can return products, and what they receive back.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Refunds, Returns & Compensation

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