BuyCostumes, the world's largest online costume and accessories retailer, is proud of its extensive stock of costumes, its liberal return policy, and its many satisfied customers. However, one day an e-mail arrived with a request that went beyond the company's ability to deliver. The customer said that he had ordered the Gorilla Blinky Eye With Chest costume. This popular gorilla costume comes with a unique gorilla mask, attractive suit with rubber chest, foot covers, and hands. The customer complained that the gorilla costume did not arrive until two days after his Halloween party. He planned an elaborate party with a gorilla theme, and he was extremely unhappy that he did not have his costume. He asks BuyCostumes to reimburse $300 that he spent on theme-related decorations, which he says were useless when he failed to receive his costume.

As a customer service representative, you checked his order and found that it was not received until five days before Halloween, the busiest time of the year for your company. It's so busy that your staff grows from 60 core employees to over 300 during this season. His order was filled the next day, but standard shipping requires three to six business days for delivery. The customer did not order express or premium delivery; his shipping option was marked "Standard." 

You showed the e-mail to the owner, Mr. Schwartz, who said that this request was ludicrous. However, he wanted to retain the customer's goodwill. Obviously, BuyCostumes was not going to shell out $300 for late delivery of a costume. Mr. Schwartz suggested that the company would allow the customer to return the costume (in its original packaging). In addition, BuyCostumes would send a digital coupon for $20 off the next costume purchase. You can check its return policy at buycostumes.com.

Your Task. Mr. Schwartz asks you to write an e-mail that retains the goodwill of this customer. Address your e-mail to Paul Littleton.