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Just an update on that last post - it turns out the error was on our end. After looking a little deeper, we saw that an employee sent the packages to the wrong addresses, either using duplicate shipping labels or packing two items in one box. In MOM, we narrowed down problem when we saw that the shipping labels were never actually printed for the missing packages.
Thanks for reading and I apologize for posting a question like this when the issue was so clearly on our end.
