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8.11 Direct Response: Virtual Treasures Reassures Business Customer (Obj. 2)

Online retailer Virtual Treasures has received the direct request from Donna K. Lilly (see Activity 8.10), who is concerned that her company, Pamper Palace Spa, is being charged twice for the same order whenever she uses the convenience feature Easy Pay. As customer care representative at Virtual Treasures, you investigate the request and find that Ms. Lilly ordered five items on September 16, which were divided into two orders. The first, #502-3385779-9590624, was for Monoi Tiare Tahiti (Gardenia) Bar Soap, 4.6 oz., and three 4-ounce bottles of coconut oil, Monoi Coco (Natural Coconut Oil), Monoi Pitate (Coconut Oil w/ Jasmine) , and Monoi Santal (Coconut Oil w/ Sandalwood). Order #502-8112203-6442608 was for Monoi Tiare Tahiti (Coconut Oil w/ Gardenia), also 4 ounces. The invoice total accurately read $58.88; there were no duplicate charges

When you talk to your technical team, however, you learn that occasionally customer account statements have shown duplicate orders when Easy Pay was activated. The IT people assure you that the technical malfunction has been fixed. You are glad that, in turn, you can now reassure the customer

Each e-mail you send out for Virtual Treasures contains two standard links allowing customers to click answers to the options “Did we solve your problem?” or “If not, we are very sorry. Please click the link below.” This second option also suggests to the customer to contact Virtual Treasures by telephone. Soliciting feedback from customers in every message serves the purpose to “build America’s Friendliest Company.”

Your Task. Write a direct reply e-mail to Donna K. Lilly. You may want to list the full order for reference. Ensure conciseness and readability when writing and formatting your message.



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