Today you received a complaint from a client regarding a shipment. Becky Cooper ordered $15$ dozen pens from your company. The pens advertise her company and are to be distributed to students at an upcoming career conference at a local university. She received the pens, only to find that her company name was spelled incorrectly. She wants the error corrected and a shipment of new pens delivered in time for the conference next week.

Of course you'll correct the error at no cost to her. You'll also put a rush on the order so that she receives the pens in time for her event. Because she is a new customer, you want to regain her trust and goodwill so that she orders from you again.

You told her this over the phone, but because both her company and yours require a written record of the incident and adjustment of her order, you will send her an email in which you grant her claim for a replacement.

Completing this exercise requires an understanding of the following:

$-$Direct$-$order messages

$-$Adjustment grants