Hi all,

I had a customer open a claim because of the package didn't arrive. I checked the tracking and it has been sitting at a distribution center for 3 weeks now. The customer has bought 17 times from me and we have messaged back and fourth many times about the customizations etc.

That's why I was shocked to see a claim from them because they are super nice. I messaged them and mentioned that I wish they had contacted me first before opening a claim, I would've loved to refund or send a replacement right away. However they said they didn't see an option for it.

My question is; Can the customers close the claim or cancel it? If they can, is it against the rules to ask them to cancel

Thanks,