"I'm so sorry You haven't received the book! I have no idea where it went. It was mailed i ... " (more)n a yellow, soft sided 8x10 envelope. Since you have a PO box, maybe it wouldn't fit in the box and is sitting in the post office somewhere. I've refunded your credits and once again, I am sorry!"
"The auction winner and I have been communicating about this problem. I gave her options to try and ... " (more) get the instrctions from the company. I also said I'd refund her credits and she should keep the item. Winner was terrific to deal with. No problems here."