Políticas de Devoluciones y Garantías en Ventas

Contenido del curso

Inglés Profesional y de Negocios

1
Inglés para Ventas: Vocabulario y Estrategias Efectivas
02:42 min

Lenguaje técnico y modismos para ventas en inglés

Prospección de clientes potenciales en Inglés

Hacer una propuesta comercial en inglés

Negociación y cierre de ventas en inglés

Retención de clientes en inglés

Inglés Comercial

29
Ciclo Completo de Ventas en Inglés para Profesionales
02:11 min

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Políticas de Devoluciones y Garantías en Ventas

Curso de Inglés para Ventas

Clase 26 de 29

Clase 26 / 29

Comentarios (6)6 comentarios

Juan Esteban Muñoz

Hace 3 años

wow the meaning of these words I didn't know

Gabriel Obregón

Hace 2 años

Understanding returns

A return is when a customer brings back a product they no longer want or need. This could be because:

It’s the wrong size.
It doesn’t work as they imagined.

Types of returns

Refund
- The customer gets their money back after returning the product.
Exchange
- The customer returns a product but receives a replacement instead of money.

Return policies

Key terms to know:

Return period (or return window): The time limit for returning items.
Restocking fee: A fee charged for returning a product and adding it back to inventory.
Returnable and non-returnable items:
- Returnable items: Can be returned (sometimes with a restocking fee).
- Non-returnable items: Cannot be returned once purchased.

Guarantees vs. warranties

Guarantee
- A verbal, informal promise to reassure customers about a product.
- Example: A money-back guarantee if the customer isn’t satisfied.
Warranty
- A formal contract covering repair or replacement if a product breaks.

Carolina Echeverria

Hace 2 años

Guarantee: refers to guaranteeing obligations of a third party (a similar term would be "surety"). Warranty: has several uses, but mainly refers to guaranteeing the quality or operation of a thing, or the veracity of a statement (for example, the "reps and warranties" of contracts).

José Juan Salazar Cruz

Hace 2 meses

Return policy: Política de devoluciones.
Cancellation policy: Política de cancelación.
Refund policy: Política de reembolsos.
Terms and conditions: Términos y condiciones.
Eligible / Eligibility: Elegible / Elegibilidad (si cumple con los requisitos para ser devuelto).
Non-refundable: No reembolsable.
Final sale: Venta final (artículos que no aceptan devoluciones ni cambios)

Estefany Dayana Alpuche Magaña

Hace 4 meses

I work in a hotel and we have different reservation policies. We have the standar, flexible rate, which is refundable up to 15 days before check in day; and we have the non-refundable rates, in which the guest cannot cancel or modify the dates of the reservation, as they won't be getting their money back.

The flexible rate is more expensive but it guarantees you get your money back if you cancel within the cancellation window, while the non-refundable rate is cheaper but the risk is you won't get your money back if you need to cancel for any reason.

Check the policies before booking, people!

Danna Paola Flores Medina

Hace 5 meses

If you bought de wrong size we can make an exchange.

We have a warranty if your product fail.

We can offer a guarante for the quality of your product.

Recursos

Understanding how to talk about returns, refunds, and guarantees is essential for any sales professional working in English. These terms appear constantly in post-sale conversations and directly impact customer retention, the final and often overlooked step of the sales cycle. Mastering this vocabulary helps you communicate policies clearly and build lasting trust with your clients.

What is customer retention and why does it matter in sales?

Customer retention refers to everything that happens after the sale is closed [0:01]. It includes post-sale service and handling any issues a client might have, such as product returns. A strong retention strategy keeps customers coming back and strengthens your professional reputation.

Within this stage, one of the most common situations is the return — when a customer brings back a product they no longer want or need [0:12]. Maybe the size is wrong, or the product simply doesn't work the way they expected.

What is the difference between a refund and an exchange?

These two terms sound similar but carry an important distinction:

Refund: the customer returns the product and receives their money back [0:30].
Exchange: the customer returns the product but instead of money, they want a different product [0:38].

Both words — return and exchange — function as nouns and verbs without changing form [1:24]. For example: "I'd like to make a return" (noun) vs. "I'd like to return this item" (verb).

What does return period mean?

The return period, also called the return window, is the specific amount of time a customer has to bring a product back from the date of purchase [0:52]. If they miss that window, they may lose the option entirely. A typical response from a sales rep might be: "You need the receipt and must do it within the return period, which is one week" [1:10].

A quick pronunciation tip: the word receipt has a silent P [1:35]. Practice saying it: receipt.

What are restocking fees and non-returnable items?

Some additional terms round out the vocabulary of returns:

Restocking fee: a charge applied when a returned product is placed back into inventory [1:47].
Returnable items: products that can be sent back under the store's policy.
Non-returnable items: products that cannot be returned once purchased [1:57]. Once you buy it, there is no option to return it.

How do guarantee and warranty differ?

These two words both refer to a promise given to a client about a product, but they are not interchangeable [2:30].

Guarantee (pronunciation: geh-ran-tee) [2:14]: a more verbal, informal promise designed to make the customer feel relaxed and confident. A common example is the money-back guarantee, where the seller promises a full refund if the buyer is not satisfied [2:03].
Warranty (pronunciation: wor-uhn-tee) [2:22]: a formal contract that covers situations like breakage, repair, or replacement.

Think of it this way: a guarantee builds emotional confidence, while a warranty provides legal protection.

To test your understanding, consider this scenario: a client brings back a shirt because they got the wrong size and wants a different size. That is an exchange, not a refund, because they are not asking for their money back — they simply want to swap one item for another [2:48].

Now it's your turn. Think about your own company's refund or cancellation policy and try writing about it using these terms. Share your answers and practice putting this vocabulary to work in real conversations.

Resumen

What is customer retention and why does it matter in sales?

What is the difference between a refund and an exchange?

These two terms sound similar but carry an important distinction:

Refund: the customer returns the product and receives their money back [0:30].
Exchange: the customer returns the product but instead of money, they want a different product [0:38].

Both words — return and exchange — function as nouns and verbs without changing form [1:24]. For example: "I'd like to make a return" (noun) vs. "I'd like to return this item" (verb).

What does return period mean?

A quick pronunciation tip: the word receipt has a silent P [1:35]. Practice saying it: receipt.

What are restocking fees and non-returnable items?

Some additional terms round out the vocabulary of returns:

Restocking fee: a charge applied when a returned product is placed back into inventory [1:47].
Returnable items: products that can be sent back under the store's policy.
Non-returnable items: products that cannot be returned once purchased [1:57]. Once you buy it, there is no option to return it.

How do guarantee and warranty differ?

These two words both refer to a promise given to a client about a product, but they are not interchangeable [2:30].

Guarantee (pronunciation: geh-ran-tee) [2:14]: a more verbal, informal promise designed to make the customer feel relaxed and confident. A common example is the money-back guarantee, where the seller promises a full refund if the buyer is not satisfied [2:03].
Warranty (pronunciation: wor-uhn-tee) [2:22]: a formal contract that covers situations like breakage, repair, or replacement.

Think of it this way: a guarantee builds emotional confidence, while a warranty provides legal protection.

Inglés Profesional y de Negocios

Inglés para Ventas: Vocabulario y Estrategias Efectivas

Lenguaje técnico y modismos para ventas en inglés

Frases Clave para Vender Bienes Raíces y Propiedades

Vocabulario en inglés para vender maquinaria

Modismos y Expresiones en Ventas: Significado y Uso

Compensación y Comisiones en Ventas: Conceptos Clave

Cambios en el Esquema de Compensación de Ventas

Ciclo de Ventas: Primeros Pasos y Contacto en Frío

Prospección de clientes potenciales en Inglés

Cómo abrir una cold call en inglés

Redacción eficaz de correos en frío para ventas exitosas

Técnicas Efectivas para Llamadas de Descubrimiento en Ventas

Preguntas para Identificar Problemas del Cliente y Puntos de Dolor

Elevator pitch vs sales pitch: principales diferencias

Práctica de inglés para llamadas en frío y prospección telefónica

Hacer una propuesta comercial en inglés

Técnicas y Estrategias para un Discurso de Ascensor Efectivo

Uso de Verbos de Acción y Pruebas en Discursos de Ventas

Vocabulario para demostrar problemas en ventas

Demostraciones Efectivas en Ventas: Características y Beneficios

Técnicas de Cierre de Ventas y Negociación Efectiva

Negociación y cierre de ventas en inglés

Frases Eficaces para Negociación en Ventas

Terminología de Cantidades y Precios en Comercio

Vocabulario clave para leer un invoice

Manejo de Objeciones en Ventas: Precio, Tiempo y Necesidad

Frases en inglés para cerrar una venta

Negociación y cierre de tratos efectivos en ventas

Práctica de inglés conversacional en contexto comercial (ventas y cierre)

Retención de clientes en inglés

Políticas de Devoluciones y Garantías en Ventas

Frases clave para retener clientes en inglés

Frases clave en un follow-up call de ventas

Inglés Comercial

Ciclo Completo de Ventas en Inglés para Profesionales

Políticas de Devoluciones y Garantías en Ventas