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

Exercise 5

You have worked for three months at TAM International, a marketing analysis firm. You have quite a problem on your hands. Recently, Masooma Lahiri-Larson of Kohl's Corporation requested 25 printed copies of your company's latest state retail-market analysis report. After listening to the phone message, you promptly mailed the reports (you had the Kohl's Corp. contact information and shipping address on file from a previous order). Per your company policy, you included an invoice for the printed copies totaling $625.
However, you just received an email from an irate Masooma. She distinctly remembers ordering one electronic PDF copy of the report, costing a one-time flat fee of $250. Masooma indicates that she is not only refusing to pay the $625 for the 25 printed copies of the report but is also going to write an editorial to Retail Marketers Monthly to expose the treatment she has received. Her memory is not accurate. You have a copy of the order that she submitted online. It does not say anything about a $250 flat fee for 25 copies. In fact, it clearly says she ordered 25 copies at $24 each plus tax and shipping. You have no idea where she got the idea she would pay only $250. Maybe she just didn't read the receipt that was emailed to her.
Obviously, though, your company and your boss will not be pleased about the bad press! Write a message to Masooma refusing her request to honor a $250 fee. See what you can do to mend the relationship between your two companies as well so that you can avoid the bad press.