THE BACKGROUND SCENARIO: As the owner of Gold Country Jewelers, you are surprised to find a return in the morning mail. One of your most popular items, a 16-carat gold bracelet, is enclosed, along with a letter from a clearly irate customer. Timothy Standish wrote that he had ordered the bracelet online as a special gift for his new girlfriend. However, when his girlfriend tried to put on the bracelet, she said it was too difficult to open the clasp. I couldnt fix that damned clasp even using a pair of pliers, Standish wrote. After paying $299, I expected this bracelet to be perfect. My girlfriend is not happy! She says I wasted my money, and she wont wear anything so cheaply made. Your business made me look like a cheapskate in my girlfriend's eyes. Thanks for nothing. I WANT MY MONEY BACK ASAP!!!!

You suspect Standishs anger stems just as much from his girlfriend being disappointed with what he purchased, as it does from a potential defect with the bracelet. You have never had a customer complain about, or damage, this item before. You carefully examine the clasp to see what the problem is. What you find is a clasp that is now permanently open. Also, the section of bracelet next to the clasp is scratched. Whatever repairs Standish tried to make have permanently damaged the bracelet.

In its current condition, you cannot tell if the bracelet clasp was ever a problem. Furthermore, your store and online refund policy states that problems should immediately be brought to the store's attention to determine if a refund, exchange or repair would be warranted. Based on Standishs own written words, he disqualified himself from getting his money back for an item he damaged.

TASK: You need to write Standish an email message, denying his request for a complete refund and explaining your reasoning in a way that Standish will accept. If possible, you want to win him back as a customer. As owner of the store you have total flexibility in what you might propose to him as options, including even breaking your own refund policy. You note in Mr. Standish's letter that his email address is timstandish01@yahoo.com.