Think the best advice we can give you is keep at them, and at them, and at them, and of course keep the customer in the loop every couple of days.
Have just been exact circus with Granville and AP!
Posted on the 11th April, delivered on the 10th May. From SA to NSW, also told would take 10 days to get an answer. WHAT????? Blood Pressure rising.
Every time spoke to someone on FB got someone different, and they asked for the same information over again, obviously not reading previous info already supplied. Steam coming out of my ears after the 3rd person started down the same track.
Eventually got someone else with apologies and a Money order refund sent as they couldn't find the satchell. WHAT????? Steam.
So refunded the customer.
Then of course 3 days later guess what??
Yes.... of course the satchell was delivered......now banging my head on table, agh.
We told our customer to keep them with our compliments, but she paid us 
So we have now been paid twice, have just received the MO from AP in the mail. So they obviously don't know that the parcel was delivered.
Now packing an over night bag and getting ready to admit myself to whatever institution will take me.
