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Dear Nicky, I am not sure how come the email sent was accusatory! We have not used the word "must" as mentioned in your review rather we have asked a very simple question using the word " Did" and a question mark! The email stated - "Did anyone open the parcel before you or was it received opened?" We also explained that we have carried out the checks at our end and instead of assuming something that you did not say we did the right thing by asking you the question. It may seem useless to you but if you see from our perspective, we are not aware whether you have a shred accommodation or parcels are received indirectly through a concierge or received personally by you or whether it was already open when received. This was asked because it was not mentioned in your email and it has been seen that in some instances a parcel is opened by a family member / colleague instead of the named recipient and is where the confusion begins. If this was an accusation and not a simple question in a bid to clarify and resolve the matter then why did you think you got the refund very quickly after your reply email simply believing what you said? I hope you will appreciate that it has to be fair to us as well and a seller is allowed to ask a question to resolve the matter. The email sent was not accusatory rather a simple question in a bid to clarify the matter but if it help we apologise for it. with regards Four square Healthcare