Lesikar's Business Communication: Connecting in a Digital World 13th Edition by Kathryn Rentz,Paula Lentz

Exercise 62

You're a customer service representative at CarParts.com, and you recently received a request, posted to your website, that you correct an error your company made (see Chapter 8, case #14). The customer makes a good case, and the purchase records confirm his account of what happened: The website does list the wrong number for the part (a problem that you have the webmaster correct immediately). The purchase records also show that this customer buys from you quite often.
You'll be glad to pay the return shipping for the wrong part (you will send him a prepaid UPS label) and will credit his account once you receive it. You will also be glad to send the replacement part directly to the car repair shop, as he requested. He does need to understand, though, that it's just not economically feasible for you to send this part via overnight shipping. The best you can do is get it to the shop within two business days. He'll need to let you know if, under these circumstances, he still wants the part delivered there. You'll of course extend your apologies for the trouble caused by the error on your website. Overall, you'll do your best to restore any goodwill that the incident may have cost you and make the customer feel good about ordering from you again.