Our spare FR5 cable is apparently packed but has never left

They sent a photograph of a cable bag, no readable reference and no order mark. I asked for both, plus the other spare-kit contents.

Keep the missing cable line separate from receipt of the fitted one.

And don't call that photograph a dispatch record.

No, Imran, nothing dispatched as far as we know. The bag picture was only their answer about stock. Liam, buyer has one additional cable outstanding on the order.

We got the cupboard and order to agree only after listing each missing spare separately. Nathan, ask whether the other kit items are physically available too. A cable on a shelf can still wait for something nobody mentioned.

Priya's point fits the changing answer. Ask what is preventing release of this parcel.

Cable now identified correctly and reserved. They say another kit item is out of stock, so they planned to hold everything. They hadn't said that before.

Can they send the available contents separately?

They offered a split with extra carriage. Buyer is comparing that with a credit for the unavailable item. We need the spare cable more urgently than the rest.

Get the credit amount and a matched replacement price before choosing. Also establish whether accepting that credit changes the carriage charge for the available contents; otherwise the cheap option can move between emails.

Buyer accepted the split supply with a single agreed additional charge. Available kit contents are reserved; missing item remains listed with its expected stock timing. No carrier collection yet.

So still there, but finally for a stated reason.

Give receiving the split list now. The first parcel should not close the whole kit when it eventually arrives.