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You-oriened business memo denying a refund request.

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A customer has asked for a refund on a computer purchased from you. Your boss has looked at the situation and finds the request unreasonable. The product in question has been repaired and returned and the customer admits continuing to use it, but complains that it does not do everything your firm advertised it would. Write a formal letter using block style. Tell the customer there will be no refund, but do so in a you-oriented way in which you have a chance of maintaining a relationship going forward.

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Solution Summary

The solution provides a sample you-oriented memo that your boss asked you to prepare, denying the request for a refund from a customer that purchased a defective computer that had to be repaired.

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Here is the body of a memo that would address each point in the scenario:

Our company has received your refund request for the computer that was purchased on 01-01-2012. It is our understanding that you are requesting a refund, even though the computer was fixed for you, free of charge. The mission of our company is to please the customer, and to better understand your concerns regarding the purchases that you ...

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