1. Refusing a Claim from an International Customer. You are the owner of a small but exclusive leather boutique located on Fifth Avenue in New York City. You have just received a letter from Monsieur Jean LeFevre of Cherbourg, France, asking for a replacement of an expensive leather valise or his money back. Included with the letter is a package containing the valise. According to the letter, the valise was damaged on the flight from New York to Paris. The fine leather was scratched across the front; the leather was not torn through, but the mark was ugly and discolored.

According to M. LeFevre, the valise was damaged because the leather had not been properly conditioned during production. Because of the high cost ($450), he wants a refund or a replacement.

You have examined the valise and determined that it was properly conditioned during production and that the scratch was made by a hard metal object. You cannot know for sure that the damage was done by luggage handlers, but it is possible. The scratch could be repaired by reconditioning the leather, but you do not want to do this without M. LeFevre’s permission.

Write a letter to M. LeFevre turning down his request for a refund or a replacement. Explain why you are not liable. Offer to repair the valise, but make sure he understands there is no guarantee of the result.