1. Why did Ms. Waning fill out the claim form?

A. She was charged twice for the same order

B. The seller sent the wrong item

C. The item she order was damaged

D. She never received the item she ordered

2. What did Ms. Waring do before filling out the claim form?

A. She visited a bookstore

B. She canceled her payment.

C. She returned the item.

D. She called the seller

3. What is the purpose of the e-mail?

A. To explain that an investigation takes five days to complete

B. To acknowledge that the claim has been received

C. To inform Ms. Waring that her claim will likely be approved

D. To request more information about the claim

4. In the e-mail, the word “filed” in paragraph 1, line 3, is closest in meaning to

A. lined up

B. sent in

C. put away

D. cut back

5. How will All The Sales probably reimburse Ms. Waring if her claim is valid?

A. By returning the money to her credit card account

B. By giving her a credit toward a future purchase on the company’s Web site

C. By using an express delivery service to send her a check

D. By shipping her a second copy of her order at no charge