I apologize ahead of time for any confusion. I would like your opinion on this and how to proceed with future orders. I appreciate your time and any assistance/advice.

Customer feedback: "Received the completely wrong item. Additionally, the item received was 100% used. UNSAT!"

The customer's order had been picked up by USPS an hour before this feedback was posted. How is that not in violation for removal? I have a pickup confirmation from USPS, if that means anything, or the tracking information that equally shows the same.

Is this just customer ignorance or abuse?

Then, fast forward 3 days, when the customer physically receives their order, they immediately submit a return request,

** Return Reason: Item defective or doesn’t work

** Buyer Comment: Inaccurate description.

On top of that, the return request was granted as a "returnless refund", which is even more frustrating because our account's returnless refund rules only pertain to furniture. (With that said, I reached out to Seller Support and they said there was never a "product category" in place for the "furniture - returnless refund rule". After verifying this myself, I can confirm that there was no "product category" selected, which is my manager's fault when he setup the return settings years ago.) Okay, that makes sense, lesson learned. But if that were the case, (all return requests are considered "returnless" due to a product category not declared), why have the other returns been a "standard refund" resolution, requiring the customer to physically ship the item in order to receive their refund?

I understand if there's nothing internally that can be done regarding the negative feedback, but I thought I would ask you guys your opinion.

Thanks again