Wrong item shipped — return process broken

Wrong item shipped. Return-shipping label was 'unavailable' for 4 days. Eventually had to pay return shipping out-of-pocket.

We're sorry to hear about this. Could you confirm the order ID? We'll look into it right away.

Thanks for the response, but the issue is still happening. I have new screenshots — attaching now.

Confirmed — the issue has been escalated to our regional manager. We are issuing a partial refund within 5 business days.

Both completed.