However, some requests for adjustment must be 12, and an adjustment refusal message must be sent.
答案：(B) denied
denied（被拒絕）呼應後文 an adjustment refusal message（拒絕調整的訊息），表示某些調整要求必須被拒絕；retailed／appreciated／elaborated 均不符合此處語意。
deny 這個字，你的印象大概只有「否認」（deny the accusation 否認指控），不太會想到它也能拿來對一個請求說「駁回、不准」。
這是邏輯勾環，而且線索一定要跨句才看得到。前一句是 Most of these claims are approved because they are legitimate（多數索賠都獲准，因為它們合乎規定）；本句開頭的 However 把方向整個翻過來，所以空格要填的必定是 approved 的反面。再看句子後半 and an adjustment refusal message must be sent（而且必須寄出一封拒絕調整的通知），refusal 這個字已經把答案講出來了。deny a request 就是「駁回、不准某項請求」，填進去讀成 some requests for adjustment must be denied（有些調整要求必須被駁回）。鑑別度高達 57，分開的正是有沒有回頭讀前一句：只讀空格所在的這一句，四個選項在文法上其實都塞得進去。
appreciated（感謝、賞識）方向完全相反，會變成「這些要求受到讚賞」；elaborated（詳述、細說）後面該接的是被說明的內容，公司不會「詳述」一項客戶的請求；retailed（零售）用在商品上，請求不是拿來賣的東西。三個都是過去分詞，形態吻合，容易被順手選走。
deny a request（駁回請求）、approve（核准、批准）、legitimate（正當的、合乎規定的）、elaborate on（詳述、進一步說明）、appreciate（感謝；賞識）、an adjustment refusal（拒絕調整、拒絕理賠）。
Handling customer claims is a common task for most business firms. These claims include requests to exchange merchandise, requests for refunds, requests that work 11, and other requests for adjustments. Most of these claims are approved because they are legitimate.
However, some requests for adjustment must be 12, and an adjustment refusal message must be sent. Adjustment refusals are negative messages for the customer. They are necessary when the customer is 13 or when the vendor has done all that can reasonably or legally be expected.
An adjustment refusal message requires your best communication skills 14 it is bad news to the receiver. You have to refuse the claim and retain the customer 15. You may refuse the request for adjustment and even try to sell the customer more merchandise or service. All this is happening when the customer is probably angry, disappointed, or inconvenienced.