u/Old_Increase_7831

Someone opened a case against our shop due to not receiving a package. While this doesn't usually bother me as it's covered under EPP, they never even reached out to let me know that their item hadn't arrived...they just made a case.

The thing that's bugging me is that usually EPP cases are open and shut within a minute or two, but this has been open for almost an hour now and they are telling me that this could take multiple days to close out even though the item is marked as delivered. Has this happened to anyone else? I'm nervous that this will affect our visibility but I don't want to refund the item and take accountability for a lost package.