Customer Opens an A-to-Z Case saying item did not arrive yet admits 2 did


A customer opened a case claiming item did not arrive, but in their explanation mentions they received 2 items, not 1.

I sent a replacement because as I was checking shipped orders to check for issues, I saw this one showed the tracking info as stalled.

I called EFW the carrier and was told they could not locate it so I sent a replacement ASAP.

Because the tracking info still shows as stalled, I lost the case despite the customer explaining in the case they got 2 items and they had received the 1st shipped item

Is there anything I can do?


You failed to state the most important part. Where did you purchase the shipping?:train2: