Question

Last week you ordered design software for your boss, Martin Soderburgh, at ArtAlive, the small art consulting business where you work. As he requested, you used his Visa card to order Adobe Design and Adobe Photoshop from an Internet vendor, PurelySoftware.com.

When you didn’t receive the usual e-mail order confirmation, you called the company’s toll-free number. The operator said the company’s website was having problems, and he took a second order over the phone: $649 for Adobe Design, $564 for Adobe Photoshop, including tax and shipping. Four days later, ArtAlive received two shipments of the software, and your boss’s credit card was charged $1,213 twice, for a total of $2,426.

Your task: Strictly speaking, you did authorize both orders. But you understood during the phone call that the first order was canceled, although you have no written proof. Send a persuasive letter to PurelySoftware (create a plausible address for both your company and PurelySoftware’s) requesting (1) an immediate credit to your boss’s Visa account and (2) a postage-paid return label for the duplicate order.

Answer 1

Hi,

This letter is written to report a mishap created, because of which I have received and been billed for 2 sets of Adobe Design and Adobe Photoshop softwares. Initially when I ordered the softwares from the website on XX-XXX-XXXX, I didn't recieve any confirmation or acknowledgement for the same. Hence I called toll-free help desk number of yours to verify the order, but the person who answered the call informed me that the company's website was having issues. He also confirmed that my initial order got cancelled. Then to save me from all the hustle, he took the order over phone and confirmed the same. But recently I received 2 shipments of the same order and the credit card have been charged for the 2 sets of softwares.

I believe the first order never got cancelled and I was misinformed about the same. Even though I don't have any written proof of the discussion I had with the help desk personnel, you can check the recording of my call from XXXXXXXXXX number on XX-XXX-XXXX at XX:XX. It should authenticate my concern. Also I have not received any confirmation of the first order, which your system should have a track of.

Considering the scenario, I would like you to initiate the below 2 activities:

1. An immediate credit of 1 order to the credit card's visa account

2. A postage-paid return label for the duplicate order as I don't require the same.

Let me know if any more clarification is required from my side. Thanks in advance.

Thanks,

Name: XXXXXXXX

Contact Number: XXXXXXXXXX

Mailing Address: XXXXXXXXXXXX