help me

What's problem with my order?

2009605742

Order Messages;
Notes;

Customer paid with: instant
HK Absorbed PayPal Charge:3.73
PayPal Email:luisfernandodomingos@ig.com.br
TXN ID:9GE31561Y0907392U

Investigation Request Date: 1/11/2014

PHCS_Aiko - 1/11/2014 00:54 :
Request for an Investigation
Customer hasn't received the parcel yet
No updates from local post office and customs
No updated tracking information
Ticket number

PHCS_Aiko - 1/11/2014 00:54 :
Incident #1422872
Investigation Opened Date: 3/11/2014

I need a credit to new purchase, ok