Practice Task 27 · Parts 1–4

From: Marisol Feng, Customer

To: Returns Department, Cordwood Outfitters

Subject: Exchange request — Order #48213, winter parka

Hello,

I ordered the Brackfell Parka in size Large on November 2nd, and it arrived on November 6th. Unfortunately, it runs at least one size small compared to the sizing chart on your website, and I would like to exchange it for an Extra Large instead of returning it for a refund, since I still want the coat for a trip in three weeks.

I noticed your website states that exchanges must be requested within 14 days of delivery, and I am writing on day 9, so I believe I am within the window. However, I also saw a separate note saying that sale items are final sale, and this parka was marked down by 20 percent when I bought it. I want to check whether that discount counts as a clearance sale, because if so, I understand I may not be eligible for an exchange at all.

If an exchange is possible, could you also tell me whether I need to pay for return shipping, and roughly how long the new size will take to arrive? I would rather know now than assume it will arrive before my trip on November 27th.

One more thing: the tag on the parka says it was manufactured in a batch labeled 'B2', and I noticed some online reviews mentioning that batch had loose stitching on the collar. Mine looks fine, but I wanted to flag it in case you track that separately.

Thank you,

Marisol Feng

— REPLY —

From: Returns Department, Cordwood Outfitters

To: Marisol Feng

Subject: RE: Exchange request — Order #48213, winter parka

Hi Marisol,

Thanks for reaching out, and for flagging the batch note — we do track stitching complaints, and B2 was cleared by our quality team after a small review last month, so no action is needed on your end.

Good news on the exchange: the 20 percent markdown on the Brackfell Parka was a seasonal promotion, not a clearance sale, so the final-sale exclusion does not apply, and your request on day 9 is well within our 14-day window regardless.

We will email a prepaid return label today; you do not need to pay for return shipping in this case, since sizing exchanges within the window are covered by us. Once we receive the Large back at our warehouse, we will ship the Extra Large the same day using expedited shipping at no extra cost, given your travel date. Based on current transit times, you should expect the replacement within 4 to 5 business days of us receiving your return.

To keep things moving before your trip, I would recommend dropping off the Large within the next two days if you can.

Best,

Priya Anand, Returns Team