Customer returned book. It was a new book that we shipped - in publisher's shrink wrap. Customer didn't complain about that. However, after removing shrink wrap, and perusing the book, customer decided that book just didn't meet expectations. Problem arose when customer returned the now used book using amazon's horrendous partner UPS - and return never arrived. Last tracking shows that package was hung up. That was the 4th October. Now on the 11th, customer files A to Z stating that he never got refund. (How can I refund a return I did not receive?) Wrote a well worded appeal, however after many failed attempts to attach image file of shipping data, got so frustrated. Same message kept coming up: "File name must contain alphabets and digits. The file name cannot be longer that 20 characters." Alphabets, meaning words. Check. Digits, meaning a few numbers. Again, check. File name was under 20 characters. Why was I getting the same error message? Had to send the appeal without an attached file. Anybody have ideas as to why I was unable to attach a correct file? Thanks