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Decline Letter- Disgruntled customer

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English (U.S.)
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Be sure to read the final paragraph of this scenario so you understand the restrictions the assignment places on what you can write. Those restrictions have been incorporated to maximize the learning potential of your efforts. Once you have finished your letter, proof it and upload to the portal for grading.


Letter Restrictions: Write a letter to Mrs. Bennett that explains why you will not be crediting back to her account the charges from the extra purchases. The letter should include the fact that the cash registers and card scanners used by The Merchant’s Secret do not allow employees to retain any credit card information. It should also clearly reflect your desire to retain Mrs. Bennett as a customer. Use only the details provided in this scenario to develop your letter. Do not add other facts, however, you can discuss realistic circumstances which might have produced the situation, such as another family member may have used Mrs. Bennett's card. You may also suggest to Mrs. Bennett that she may have forgotten that she returned to the store for lunch and/ or that the birthday card was an unplanned purchase she made on her way out after lunch




Disgruntled customer


Student’s Name


Course Name/Number


Due Date

Disgruntled customer

Dear Mrs. Bennet,

Thank you for raising a concern about the charges on purchases. Upon receiving your concern on April 4, 2011, we investigated your claim. The investigation confirmed that two more purchases were charged to your card on March 8, 2011. Reuben sandwich combo for $8.95 at 1:30 p.m. and a birthday card for $4.95 at 2:15 p.m. Also, store personnel admitted to having sold the items on that day, but they could not remember the buyer.

However, we regret to inform you we cannot credit back the charges for extra purchases to your account because, according to Okazaki et al., the cash register and scanner used cannot allow employees to retain any credit card information (2020). We suspect the irregularity might have emanated from your family member using...


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