Can you send me a list of people that got this text so I can reach out once again to clarify.
This message should have been the steps went over yesterday that we do for people that return it in person without numbers. Ex: just checking in to see if you got the email with the instructions because it's missing numbers. Then asking them to confirm if they've already been fully cleaned, washed, dried, etc and if so then we ask how many they returned and number them for them and process. If not then that's when they need to try again.