Im a representative of Avon Justine but experiencing very bad service

Im a representative of Avon Justine but experiencing very bad service. I have to do a return for a client but every time i get to PEP to do the return the return token is duplicated. This happened twice already and every time the return gets delayed and i cant confirm client satisfaction. And my goal is to keep my clients happy and i cant do that because im not receiving the correct documents from head office.