Complete the bad-news letter assignment. Assume you are the fulfillment representative at Paperbacks by Post. Roberto Velazquez has written to request that you take back a book he received three months ago. The problem is not the book itself, which he read and enjoyed, but the value for the money. He complains that the book is too short (162 pages) to justify the amount he paid ($10.95). Mr. Velazquez wants his money back, and he also wants the book club to refund the cost of shipping the book back.
This is the fourth time in five months that Mr. Velazquez has returned a book. Each time he had a different complaint—once he didn’t like the cover illustration, another time he found the language offensive—and you agreed to send him refunds. At this point, however, you believe that he is simply reading the books and then making up an excuse to avoid paying for them. You decide not to refund his money on this occasion (the number of pages and the price of the book were both clearly noted in the announcement and e-mail Mr. Velazquez received before the book was shipped). You also decide to cancel his membership. Write him an e-mail ([email protected]) to let him know your decisions while maintaining as much good will as possible! (Don’t actually send the e-mail; just upload it to your online course as you would a normal assignment.)
Write an indirect bad-news e-mail responding to the complaint and refusing a refund.
Important: Please use original language and phrasing. That is, do not use the phrasing in the sample well-written message. Adapt the phrasing to the actual situation.
Requirements
- Follow the letter full-block format.
- Use a serif font, 10–12 point size.
- Make up any necessary (and reasonable) details (statistics, etc.).
- Use OABC. Remember to put the bad news at the appropriate place for an indirect message.
- Apply HATS.
- Review for grammar and punctuation.
Additional Guidelines and Tips
- Stay neutral. Remember when to use pronouns, like you and we, and when to use third-person generic references.
- Don’t apologize.
- Don’t restate the policy; rather, emphasize the user benefits behind the policies.
- Focus on who can do what.
- Offer options.
