A tale of weird tracking

I had a message from a German customer because her tracking showed she had collected from the PO in Berlin in 12 January. She insisted that she had not collected, and she sounded genuine.

As for genuine, I mean she wasn’t rude, or abusive and her messages seemed sincere.

Both the RM and Deutsche Post links (on RM site) show that she collected on 12 January.

After I opened an investigation, RM sent me links to DHL (not RM or Deutsche Post). Nothing that was accessible by me or the customer, showing that the item was being returned to sender because it wasn’t collected in time. She was never carded, and I believe her.

Yet all the information that was available to me (and the customer) said she collected on 12 January.

I refunded, and lost ££. Hey.