If we know that we can't solve it, we pass it to an investigations team that looks into issues and determines if it is user error (most common) or a problem that needs to be corrected. Next the software developers will correct any issue.
Clearly, I thought all was well when I answered your question. You can reply back with the issue you are having or you can contact support where they can actually see your issue. We all want your return to be done correctly.
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