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

Exercise 12

Rarely do your professional cleaners make a mistake, but it looks like this time is an exception. Ms. Julie Todd just brought in an Eileen Fisher knit jacket that your cleaners managed to shrink so badly that it isn't even an adult size anymore. She also brought in a printed webpage showing that the jacket, which is no longer available, had sold for $250. You asked her how long she'd had the jacket, and she said two years. You promised to have your cleaners see what they could do with the jacket and then get back to her.
Now you must write her a letter offering her an adjustment. The jacket was so hopelessly shrunk that it could not be restored to anything near its original size. You have an adjustment chart that you use in cases like this one, and it indicates that you should pay her half of the clothing article's original value. So you'll offer to void the cleaning charge for the jacket and credit her account for $125 (if she wants the jacket back, though, you cannot adjust the bill; you keep the article of clothing in such circumstances so that customers won't feel encouraged to make other such claims and then keep the clothing).