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

Exercise 45

You are a manager for Renata's, a large, upscale bar and grill. During the summer months, you sponsor a 10K charity fun run. Each year you donate the proceeds to a different charity. This year the proceeds go to the United Way and to the Waite City Free Clinic. Runners pay a $50 registration fee to participate in the event. The fee covers Renata's costs: insurance, liability, security, water, and promotional materials. Though you'll let people register for the run at any time, including the day of the event, you do not refund the registration fee after March 15 for any reason. You need to know your budget, and adjusting credit card charges or handling cash for anyone who wanted a refund would be too time consuming.
Today (May 5) you received an email from Oliver Shand. He paid the $50 registration fee on February 2. He broke his ankle on February 24. He thought he would be healed in time to participate, but he just has not had time to do the rehabilitation and training he will need to participate in the run. He wants his card credited for $50. You're a runner, and you empathize with him, but he should have requested the refund when he broke his ankle. Besides, you think it's pretty cheap and a little tacky that he would want a refund for what is essentially a charitable donation (which, by the way, he will still get a receipt for so that he can claim a tax deduction). You are going to deny his request, using critical thinking and problem-solving skills to explain why the fee is nonrefundable after March 15 and to help him feel more positive about your keeping his money.