Speaking Japanese

How to return something without a receipt, in Japanese

If you are in the chair right now

返品したいのですが、レシートをなくしてしまいました。

I'd like to return this, but I've lost the receipt.

If that gets brushed off

先週カードで買いました。交換はできますか。

I bought it last week by card. Is an exchange possible?

なくしてしまいました — the てしまう form — carries its own small apology: it happened, regrettably, despite me. Volunteer the missing receipt before they ask, then offer what you do know: when, roughly, and that you paid by card.

The textbook return has a receipt in it, which is exactly why it never prepared you for this one. The jacket does not fit, the receipt is gone, and the conversation runs on the two skills Japanese classes save for later: apologising for small things gracefully, and asking for favours you have not quite earned.

If you need more than one line

softest

こちらを返品したいのですが。

I'd like to return this one. The trailing が leaves room for them to say how.

neutral

サイズが合わなかったんです。

The size didn't fit. A reason is expected — returns without one read as suspicious rather than private.

neutral

先月、クレジットカードで買いました。

I bought it last month, by credit card. The card is a receipt the shop can look up.

firmest

交換かポイントでも構いません。

An exchange or store credit is fine too. Naming the outcome you'd accept makes their yes easy.

Two things worth knowing

You are asking for a favour, and Japanese has a shape for that.

てしまいました does your apologising

なくしました states that you lost it; なくしてしまいました regrets it in the same breath. That one form — てしまう — is how Japanese folds "unfortunately, despite my intentions" into a verb, and using it here does the work of a separate apology without the drama of one. Lead with it and the assistant is already on your side.

Offer your evidence before it is requested

The conversation goes best run in the order the shop needs it: what you are returning, why, when you bought it, how you paid. Volunteering クレジットカードで unprompted matters twice — the payment can be looked up, and offering it before being asked signals you have nothing to hide, which in a no-receipt return is most of the battle.

What Aiko actually said

What you have to get done

  • Explain what you are sending back and the reason for it
  • Share when and how approximately you purchased it
  • Accept a replacement or store credit

Aiko

こんにちは、何かお手伝いしましょうか？

Hello, can I help you with something?

You

ありがとうございます。サイズが合わなかったので、このジャケットを返品したいのですが、レシートをなくしてしまいました。

Thank you. The size didn't fit, so I'd like to return this jacket, but I've lost the receipt.

Aiko

大丈夫です。購入した時期と支払い方法を教えてください。

That's all right. Please tell me when you bought it and how you paid.

You

はい、購入した時期は先月の中旬頃で、支払いはクレジットカードでした。

Yes, I bought it around the middle of last month, and I paid by credit card.

Aiko

ありがとうございます。確認できましたので、交換または店内クレジットをご利用いただけます。

Thank you. I was able to confirm it, so you can have an exchange or store credit.

You

ありがとうございます。それでは、サイズの合うものと交換していただけますか。

Thank you. In that case, could I exchange it for one in my size?

Aiko

もちろんです。サイズの合う商品をご用意します。ありがとうございました。

Of course. I'll get one in the right size ready for you. Thank you very much.

The whole conversation, unedited

A real run in the app, nothing scripted on Aiko's side. The transcript above is taken from this recording, and the objectives tick off on screen as they are met.

Turn sound on to hear it.

Now say it yourself

Reading that is not the same as producing it with someone waiting, which is the entire difficulty. You can have this exact conversation in the app: Aiko is a third of the way through, and you have three things to get done.

It is free, it takes about a minute to start, and the first attempt is allowed to be terrible.

Practise this conversation
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