[Translation from Japanese to English ] I am quite embarrassed. The item already arrived on September 12th. And she...

Original text

私は困っている。
商品は9/12に到着済。
そして彼女は9/13に返品について問い合わせてきた。
私は彼女の問い合わせの意味が理解できず質問をした。
問い合わせには「Customer stated that she does not want to pay for postage because she did not buy the item」とあった。
彼女が購入していなかったのであれば、「does not want to pay for postage」の意味がわからない。

Translation / English

I am quite embarrassed.
The item already arrived on September 12th.
And she made inquiry about returning item on September 13th.
I could not what her inquiry meant, so that I asked her a question.
In her inquiry, there was a phrase,"Customer stated that she does not want to pay for postage because she did not buy the item."
If she did not purchase the item, I cannot see what "does not want to pay for postage" means.

Translation / English

I am in trouble now.
The product arrived on September 12.
And she inquired me about returning it to me on September 13.
I asked her some questions because I was unable to get the picture of her inquiry.
The inquiry showed "Customer stated that she does not want to pay for postage because she did not buy the item."
I do not understand the meaning of "does not want to pay for postage" unless she bought the item.

Translation / English

I've got trouble.
The good is already arrived on September 12th.
Then she asked me about returning the good on 13th September.
First I couldn't understand her well then I asked some questions.
On the inquiry "Customer stated that she does not want to pay for postage because she did not buy the item"
I don't understand it. If she hadn't bought... "does not want to pay for postage" doesn't make sense.

Translation / English

I have a hard time of this matter.
The product arrived on September 12.
And, she asked me about the refund on September 13.
I asked her about that because I could not understand the meaning of her query.
Her query was the following:
Customer stated that she does not want to pay for postage because she did not buy the item.
If she did not but the product, I cannot understand why she said, "does not want to pay for postage".

Original text

商品代もpostageも支払いを望んでいない、なら私は理解できる。
だから私は彼女に質問をした。
「Thank you for your contact.Were you required additional postage?」
しかし彼女の返事はない。
突然9/22にチャージバックの知らせが来た。
私は何が問題なのかわからないのでサポートに質問をした。
しかしAmazonからの返事はない。

私は状況がわからない。
何の情報を提供すれば良いのでしょうか？

Translation / English

If she does not want to pay for either the item or the postage, then I can understand.
Therefore I asked her a question.
"Thank you for your contact.Were you required additional postage?"
But, I have not received any reply from her.
Suddenly on September 22nd, I received a notification of charge back.
As I had no idea what was the problem, I made inquiry to Amazon Support Center.
However, I have not heard anything from Amazon.

I cannot understand current situation.
What kind of information should I offer?

Translation / English

I could understand the situation if she does not want the product charges or postage.
So I asked her a question.
"Thank you for your contact.Were you required additional postage?"
But she has not replied to me.
Then I suddenly received a notice of the charge back on September 22.
I inquired the support about what was going on as I failed to see what the problem was.
Still Amazon has not given me any feedback.

I simply understand the current situation.
What information should I provide?

Translation / English

If she wants neither payment for goods nor postage, I can understand it.
So I asked her.
「Thank you for your contact.Were you required additional postage?」
But no reply.
After that, on September 22 suddenly the information of Charge-back came to me.
I didn't understand what was problem, so I asked the Amazon support center.
But no reply.

I have no idea about this situation.
What information do I have to give ?