Scenario: You are a customer service representative for Computer Equipment Company (CEC), a growing computer-equipment supplier that has a substantial online component to its business. The company does not manufacture equipment; it is a supplier and retailer. The company is a growing regional business. It has been in business for five years and has two storefronts. Some customers are close to the physical locations, but also you have many orders from customers in surrounding cities and states who order online. All of your customers like that they are able to conduct business both in person or online, whichever is most convenient.

Your customer is Pamela Arbiattashe is also called "P.J."and she is the purchasing director for the Northfield Unified School District, a small public school district that includes three schools: one elementary, one middle, and one high school. The school district is roughly 100 miles away from the closest CEC location. So, orders are usually placed online and delivered via parcel service to the schools.

In November, just before the end of the semester, Pamela Arbiatta placed an order for twelve toner cartridges for the three schools. It was the district's first order with CEC. The total amount of the order was $1100.25. She placed the order online through the company's web site. The schools use printers that are clones of a standard HP printer. The information on CEC's web site states that the cartridges she ordered would work with HP printers and most capatibles. Unfortunately, the cartridges she received did not fit the district's printers. The cartridge housing is too large for the printer clone. Accordingly, Pamela Arbiatta has requested a refund for the full amount of the order.

You don't carry a suitable cartridge, So, you have agreed to refund the purchase price of the order. Your customer should return the cartridges cash on delivery (COD). The return reference number is 123456, and you would like her to include that reference number on the return shipment. Also, you have already authorized the refund of 1100.25; Ms. Arbiatta should receive that refund within 10 days.

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