CDON's customer service can sometimes create a ticket on behalf of the customer and send It to you. These emails will be different from the emails that was sent directly from customer via our webpage. There will be a text and then below this text will be the customer's questions. You can answer these emails as usual as we have put you as a copy and the customer as the sender. The customer will therefore receive your answer. This is important to remember as your answer is not only sent to us but also sent directly to the customer.