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Resolution Center Issues

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Resolution Center Issues

I am trying to get a refund on an item I bought from China.  I supplied all of the shipping info and a copy of my Customs form with the tracking info on it but they will not accept it.  They say that it shows there is no record of that shipment through USPS.  When I plug in the tracking info I see that it is currently in Japan.  Now they are saying that since my deadline is passed I have no protection when I gave them the info prior to the deadline.  Has anyone experienced similar issues with their help feature?