You probably have to say no to Seri Paulding’s request for a refund. According to the handwritten note she included with the kitchen blender that she just mailed back to you, she purchased the item almost three months ago. She then stored it and kept it until her husband’s birthday last week. When he opened his present and tried the blender, it made a weird sound and electrical smell. So, Ms. Paulding has sent the blender back and is asking for a refund to her credit card.
The problem is that Seri has waited too late to make this return. As the packing slip said, any defective products need to be returned within 60 days of purchase in order to qualify for a refund.
Assume you are the store manager from the company Home Appliances Inc. who just received Ms. Paulding’s request for a refund. Write a one-page letter (approximately 300 words) to Ms. Paulding on behalf of the company to give her the bad news. See if you can figure out how to keep her goodwill and her future business.