« Apologies that this didn't come through in the initial support reply. » "Didn't come through" doesn't actually match the user's report of having support expl

« Apologies that this didn't come through in the initial support reply. » "Didn't come through" doesn't actually match the user's report of having support explicitly offering 20% and then 5% payment. It sounds like maybe you have a training problem? That seems like one of the important points to speak to.