A-Z Help please - case seemed to have opened again

I recently had an A-Z case (which I asked for help for on @Kika thread) a customer had bought a blanket and spelt her daughters name wrong.

She opened a return request which I denied due to being customised, then after abusive messages went onto open an A-Z. I responded, and then had to accept the return. I then emailed them on Monday to say I still had not received the blanket back.

They closed the case and the A-Z was denied.

Now tonight I have the number 1 back on the dashboard, I click on it and it is the A-Z - even though it now says an investigator closed it on 14th February (even though it was closed on Monday) it is now under “Action Required” but I have not received an email.

Why would this be opened again? Any ideas? Also, what if she sends it back now?

Anyone help please?