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@familiarandcasket wrote:

I have an INR case on hold. The customer was offered a refund or replacement, which they opted for a replacement even though they were advised that due to RM strike action it would likely be delayed. We sent the replacement so the customer now has the original item plus the replacement currently in the RM system. As we have sent a replacement as requested, why is the case still open and can this not be closed as we have now sent this order twice to the customer? 

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Hi @familiarandcasket ,

We can't take action on accounts here so the best thing would be to reach out to customer support and speak with the cases team. They should be able to the review the case details manually with you.

Thank you,

Kat