We are satisfied that the charge card equipment was operating correctly and did not result in an error. The three charges; $23.02, $110.95, and $47.50 were of different amounts, which eliminated any other human, or system error.
Audience composition: Mrs. Caldwell is a valued customer. Based on the fact she was alerted to a possible error by the duplicate reference numbers indicates she has an understanding of her account and statement. She requires details. She is affluent based on her accounts and has the potential to use that as leverage to influence the bank's decision.
Audience's level of understanding: Mrs. Caldwell will fully understand the process the bank used to make its decision. She will understand that we were thorough and based our decision on fact and not bias.
Audience's probable reaction: Mrs. Caldwell will be defensive. Based on her perception of the store stealing from her, it is even more important she be adequately convinced that the charges are legitimate. When she rereads the letter, the positive tone of the letter should overcome any initial rejections she may have of our decision.