Yes, since they acknowledge receipt then they are saying the got the box you shipped. Here is the thing, once the file a claim it won't matter if you win it or not, it will count against you ODR. That's why I stress to people about selling low risk product just to have a lot orders built up so when situations like this happen you can be firm with the customer. I used to give into every customer before I figured this out. My experience is when the customer is being unfair and you are firm with them many times they back off. However, some will leave negative feedback. I have small items I sell that create 200-300 orders per week. I barely break even or make a tiny profit. Low risk items that are not likely to malfunction or received damaged.
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