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Here is what the Help Center says....I'd send them a copy of that...
If you mixed up two requests and sent the wrong books to two people:
Explain it to her like this:
Requestor #1 and Requestor #2 each start with 1 credit. Order books. Each receives wrong book. Each pays $2.38 to send book to correct person. Each requestor has now paid 1 credit PLUS $2.38 to get correct book.
Books are supposed to cost 1 credit, NOT 1 credit PLUS postage. Therefor, the SENDERS mistake has caused each requestor to pay extra money to receive their book.
The sender received 2 credits, one for each book. However, they do not get to keep these credits, because they made a mistake. The sender refunds 1 credit to each of the requestors to cover the cost of the postage to FIX THEIR MISTAKE.