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ive never had to ship anything with them, but I did have to book a bus ticket for one of my employees that ended up needing to be refunded 3 to 4 days later.
the refund process was the dumbest i have ever seen. you couldn't do it online or over the phone. you had to write them a letter (what is this 1908?) to request a refund. their customer service was terrible, they couldn't tell me anything as the address the letter goes to is some other Department and they wouldn't give me a phone number for that dept. i called every day for approx. 8 days until they stated they got the letter and were processing it (how would they know, its a "different dept"?).
way too much work for a refund. hopefully you get your issue figured out.
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