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Legal Payoneer transfer or scum?

Hello! I need a help with some Payoneer transfer. I have a customer from Greece, she claim that she sent payment from her payoneer card to my bank card directly, but this transfer didn’t come to my bank account. I received an email from [email protected] that I need to send the item first, than sent the postal label to the payoneer and than payoneer will finish the transfer.
This seems a little bit strange to me.. Does payoneer works like that?

Thank you in advance