Final answer:
The statement in question is an example of a fairness buffer, providing reassurance of equitable treatment by covering the cost of return shipping, an approach that's important, especially for online and catalog retailers. Thus, the correct option is D.
Step-by-step explanation:
The phrase “We have credited your account in the amount of $14.95 to cover the cost of return shipping” serves as an example of a fairness buffer. This type of buffer is used when a company wants to reassure customers that they are being treated justly and that the company is willing to bear some cost to rectify a situation or to ensure customer satisfaction. The idea is to create a perception of equitable and reasonable treatment, thereby maintaining a positive relationship with the customer.
In the goods market, policies like money-back guarantees function as promises of quality and fairness. They are particularly significant for businesses that sell through mail-order catalogs or the web, where customers cannot physically inspect products before purchase. Such policies encourage customers to take the risk of buying, knowing that they can return the product if it does not meet their expectations, and that the cost of return shipping will be covered.