Too many Russian Olives Howard Jones has been your customer for more than a year now, and you don't want to damage the relationship. Howard is a big reason for your success as a sales representative for Evergreen Tree Nursery. He orders regularly for his large retail outlet and for the many commercial and residential customers of his landscaping business, and you want to keep those orders coming, especially since Howard always pays up front. So when Howard calls to tell you he wants to return 90 Russian Olive saplings for a refund despite Evergreen's "exchange only" policy, you decide to bend the rules for him. Howard insists he ordered 10 Russian Olives, not 100. Although accounts receivable confirms that the original order did, indeed, call for 100, Howard might have been busy and accidentally hit the "0" key twice. For the sake of the future business you expect, it's worthwhile to give Howard his refund this time.

Write a brief Business letter to Howard letting him know that, because he is such a valued customer, Evergreen will forego its usual "exchange only" policy and give him a refund when he returns the 90 saplings.​