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What does "request pending" means? Should I send the item?

BurcuOz Member Posts: 14 ✭✭

My customer said she paid but the status is still "request pending". What does it mean? It also says "due by:08/19/2017" (the same date i sent the request).
Should I send the item to her? I don't want to bother her especially for about something that I don't know what it means. I cannot make live chat, because Payoneer says it has technical issues.
It is urgent. Please advice. Thanks.

Reference number for this inquiry: 170819-003511