Adjustment: Backing Up "No Surprise" Offer

Premier Promos prides itself on its "No Surprise" offer. This means that anything ordered from its catalog of promotional products may be returned for a full refund within two weeks of purchase. The claim from Rochester Preferred Travel (see Activity 8.17) describes an order placed January 11 and returned January 21. As assistant to the Customer Services manager, you check the return files and see that items were received January 25. You speak with service agent Virginia, who agrees with you-the credit of $258.20 should have been granted to Rochester Preferred Travel. She reminds you that a new system for handling returns was implemented in February. Perhaps the Rochester return slipped through the cracks. Regardless of the reason, you decide to tell accounting to issue the credit immediately.

Your Task. In an adjustment letter, try to regain the confidence and the business of Rochester Preferred Travel, 245 East Avenue, Rochester, NY 14604. Include a sample imprinted travel mug in a gift box and a Coleman 8-quart jug cooler. You know that you are the most reliable source for the lowest-priced imprinted promotional products in the field, and this travel agency should be able to find something suitable in your catalog. Address your letter to Leticia Vascellaro, and sign it with your name.

Text Book: Business Communication: Process and Product By Mary Ellen Guffey, Dana Loewy.