Thanks for your input. It could be possible that because we pack our items so well that we have eliminated many of the ways that a buyer could get a refund. By this I mean we have to send with signature on delivery, they have to be tracked and we pack our items at least as good as the very best alcohol retailers as we always use bubble wrap no matter the value of the item. Many retailers just send in a box and hope for the best. It may be that the buyer had hoped we did not send with signature on delivery (some alcohol sellers do not do this) and/or hoped they could claim damaged bottle but then seeing how we send knew this would not work so is claiming that it was not in the box.