Based upon what you have learned from this chapter, write an email response in which you have to refuse a request for reimbursement.
Scenario: Your company markets a line of rugged smartphone cases designed to protect the phones from drops, spills, and other common accidents. Your company’s guarantee states that your company will reimburse customers for the cost of a new phone if the case fails to protect it from any of the following:
a drop of no more than six feet onto any surface
spills of any beverage or common household chemical
being crushed by any object of up to 100 pounds
being chewed on by dogs, cats, or other common household pets.
Jack Simmons, a rancher from Wyoming, emailed your customer support staff requesting a reimbursement for a new phone after he dropped his iPhone in his hog barn and a 900-pound boar crushed it with a single bite.
Since you are the customer support manager, it is your responsibility to write an email response to Mr. Simmons, denying his request for a new phone.
Begin your email with a “buffer” paragraph to soften the blow of the bad news. Deliver the bad news in the second paragraph when you explain the reasons your guarantee does not cover his situation. End the email with goodwill.
Type your email in a Word document with TO and SUBJECT line, a greeting, and the body of your email; include an appropriate closing. Use Email Template.docx Preview the document and the rubric. Include your contact information in the signature block of your email.
Source: Business Communication Essentials, 8e
BY COURTLAND BOVEE, JOHN THILL – Chapter 8: Writing Negative Messages
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