I have 20 days to escalate it to a dispute is that correct? and if we are conversing back and forward but I still haven't recd my item within the 20 days should I escalate it still?  Im just concerned that they will be seen to be co-operating and perhaps they are, but if something then goes wrong and I haven't escalated it then what happens?  Should I escalate it prior to the 20th day to be on the safe side?