I just can't with support. Spent an hour on the phone, and now some case log messages. Please help me understand this. Amazon support sure doesn't seem to...

So, today I get an order with Premium 2-Day Shipping (this is different than a Prime order, btw. ). However, the customer paid $0 for shipping. Must ship by Thursday, and delivery by Saturday. I don't have a single template, that has free 2-Day Shipping. The item the customer ordered, does have free standard shipping, for information. But, certainly not free Premium 2-Day Shipping. That starts at a minimum of about $18-$20 or so, depending on weight.

I try over and over again to explain this to Amazon support, and here's the latest reply from support. Please tell me this isn't true?!? It can't be:

"After a review, we can see that the order in question was delivered to Illinois, and although your template does not include the Second day delivery option, we can see that, for this specific state, the transit time is 2-4 days, therefore, the service was likely to cover the expectation and this is the reason the buyer was able to select the option,

Then, since the option for standard shipping to Illinois in shipping template "NEW Free Shipping Template" is free, the behavior seen is expected, and no issues need attention at the moment,

We apologize for any inconvenience caused, it has been a pleasure to assist you."

Case ID is 13983084181.

Now, if this information was true, aside from it being something totally new, it would hold everyone to a new standard that they would lose Premium 2-Day shipping eligibility, should any order arrive late (for any reason, even weather), or if I were to need to have to cancel an order, just because Amazon 'upgrades' the customer? And, the templates say transit time, as the 'support' rep stated above, to 2-4 days. Not, 2 days guaranteed!

This has to be a glitch.

The only thing I can think of, but still doesn't really make sense, is that during the time when this order was pending, I had turned all my Premium 2-Day Shipping options on my various templates, to the off position. This is done on Wednesdays, in the afternoon, because if I have to ship an order after my UPS pick-up on Wednesday, that means some orders that I can't ship on Wednesday (and therefore ship on Thursday), will be required to be delivered on Saturday. With UPS, delivery on Saturday isn't guaranteed, even if 2 or 3 days time-in-transit normally, via Air or Ground (another Amazon issue, but I digress). So, then, every Friday after the 1pm cutoff, I turn it back on.

Hopefully this makes sense to someone?