That is what the account holder "claims", does not always mean they are telling the truth. While very rare, I have had buyers say it was an unauthorized payment, but they only claimed that to get the item and their money back. Rare but happens. Sadly not every one is legit. Course I sell digital products. Seems odd a scam would have things shipped. But i don't sell physical items, so I maybe I am off base. Best you can do, which I am sure you have done, is supply pay pay everything you have and hopefully they will sort it out.
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