This is what they recently asked for
I would really like to help you with this but in order for me to better assist you, I need to gather more information about the issue at hand. Kindly reply to this email with the following information:
- Web order number
- Apple ID that has been used
- Date of purchase
To review your iTunes Store account's purchase history, follow the steps in this article
but since my grandmom doesn't have iTunes i'll have to do it over my friend's tmrw
PA represent. 
