Evermine

The customer placed the order for the free labels on October 19th According to her order confirmation, her estimated arrival date for the order was between October 28th and November 2nd You can view the order confirmation at this link:
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The customer first contacted us on October 23rd complaining that her order had not arrived yet We explained to her that her order shipped on that date, and referred her to her order confirmation The customer contacted us again on October 30th stating that it was past the 28th, demanding a refund We checked the tracking information and the order showed 'delivered' to a parcel locker at a neighboring town Unsure if the post office was holding it for further delivery to her post office or whether the parcel was too large to be held in her PO Box, we asked her if she would be willing to contact her local post office for clarification (As the sender, there is limited information a Post Office will give us regarding their customers.) She said that it was not her responsibility to contact the local post office Because she did not want to cooperate, she was informed that the package was not late until November 2nd (per her order confirmation.)
Because the labels were free, and the customer only paid for shipping, and due to the customer refusing to be cooperative to find an earlier resolution, we had no choice but to wait until the 2nd passed to see if they put the package back into the postal stream, or noted the tracking details with further information
On the 4th of November, we noticed that no new tracking information was available Though there was still a chance that the Post Office would deliver to her Post Office box, we still gave the customer the option to accept either a refund for the shipping charge or a replacement of the labels The customer chose to accept a replacement The replacement order was shipped on November 6th, and received by the customer on November 9th We even paid for expedited shipping to ensure faster delivery for the customers order.
Please contact me if you have any questions
Travis R***
Customer Service Manager
Evermine
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