> Can't and won't are easily confused If you notice the entire sentence, after the hyphen as well, it clearly mentions what it was. I will spell out - they sai

> Can't and won't are easily confused If you notice the entire sentence, after the hyphen as well, it clearly mentions what it was. I will spell out - they said they "couldn't" and I added that is what they told me. As in they stated on a recorded call and then also sent an email stating just that that "they can't". Besides > customer service rep can't request it per policy …. .. contract includes .. .. Is it meaningfully different from "can't" or "won't" or "don't usually"? I don't think so. And when it's a case of an exception then of course all it needs, among other methods, is one call from some supply chain manager at the seller to the supply chain manager at the courier/shipper and it gets done, irrespective of what their CRM/CMS/or IT infra supports or not.