"Katrina" was helpful enough (she did get my original complaint fixed), but I'm not sure she really "understood" my second complaint (or my compliment).

gistfile1.txt

Initial Question: Hello, I ordered a video game last Wednesday night, 
and chose one-day guaranteed delivery, which was scheduled to come in 
on Friday. However the package didn't come in until this Monday.

I believe that the shipping costs should have been refunded to my card, 
but I haven't seen any activity on my online statement yet.

01:07 AM(GMT) Katrina(CSA): Hello, my name is Katrina.

01:07 AM(GMT) Bryan H.: Hi Katrina!
01:07 AM(GMT) Katrina(CSA): I'm sorry that you're having issue with your 
  order. I'd be happy to look into this for you and see what we can do.
  May I have the order number please?
01:08 AM(GMT) Bryan H.: Sure, it's 108-7270032-6560257
01:09 AM(GMT) Katrina(CSA): Thank you. Since the order has missed its 
  estimated delivery date, let me issue a refund for the shipping cost. 
  One moment please.
01:12 AM(GMT) Katrina(CSA): I've requested a refund of $3.99 to your credit
  card. You'll see the refund in the next 2-3 business days.
01:12 AM(GMT) Bryan H.: Excellent, thanks!
  One other comment while I have you here...
01:12 AM(GMT) Katrina(CSA): Sure.
01:12 AM(GMT) Bryan H.:  To order the game, I did it through your "trade up" 
  program ( http://www.amazon.com/gp/feature.html?docId=1001343501 ), where you 
  could send in the Xbox 360 copy of the game and get a bonus credit for 
  the Xbox One version.

  I was really rather disappointed when I saw that you had to send in the 
  old copy, wait for you guys to receive and process it, and then order the new copy.

  I guess I don't understand why you can't just charge my card for the full price 
  of the new game, and then refund it when you receive the old copy.

  It's rather irritating to have to wait that long.

01:13 AM(GMT) Bryan H.: It took almost two weeks in turnaround time.
01:14 AM(GMT) Katrina(CSA): I understand. I'm sorry about that. This rarely happens.
  We also did not expect this. No worries, we will surely look into this and make 
  sure that this won't happen again.
01:16 AM(GMT) Bryan H.: Well, thanks for the help! I was in support with another company
  last night, and this support request took about 1/10 of the time. :)
01:16 AM(GMT) Katrina(CSA): I understand. No worries, I will make sure to look into this 
  for you. I hope I was able to provide you resolution and assistance today. Is there 
  anything else I can assist you with?

01:17 AM(GMT) Bryan H.: Nope, thanks for the help.
01:17 AM(GMT) Katrina(CSA): You are very much welcome. It's my pleasure to help you.