@ukhaberdashery wrote:
She bought 2 item. one it seems was not an issue but the 2nd 20-09885-67025 indicated that we were to blame as per the screenshot attached
Thanks @ukhaberdashery , sorry I missed the second one there.
These cases are slightly different because of the timeline.
The first case we chatted about when the case was closed on the 19th the item had already arrived. So the agent could help like I mentioned.
For the other case it was closed before the item had arrived on the 18th. Therefore, the case closes with a fault to the seller as at the time of closure the item had not arrived. It does not allow for another appeal on a case, so there is no further action I can take here on the second one.
This one comes down to timing. I hope this helps to explain why they have been treated differently.
Thanks,
Katie
