I keep getting basic questions from US customers. I don't know what's the issue with the wording

scenario:

the customer pays for USA DOMESTIC RE-SHIP
Then 1-2 weeks later... sends an email complaining the package was delivered to the wrong address, and demands (a) a refund (b) a re-shipment

We then reply with

That's the remailer. It will be domestically re-shipped as soon as it loads, and then we will give you a new tracking #


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What's the issue in understanding the above

1) what's a remailer? `exactly what it means, a person/company/entity who will relay the mail

2) what's a USA DOMESTIC RE-SHIP? I don't understand how someone can pay for a service and not understand what they paid for,

USA = united states of america
domestic = local within the country
re-ship = shipping (again)

so what's hard to understand this?

3) A new tracking # will be given... - what's difficult to understand... When a tracking # was given, it was sent from us to the remailer, then they have to re-ship it to you, which is a different tracking #

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why is this difficult to understand?



habla en ingles por favor