It is a known issue that sometimes after exchange item/gold on same IP then logging out immediately will make your item vanished. Make sure you check your item after exchange before logging out. Even better if you do a screenshot (ctrl + shift + 4) as a proof for claim in case if your item is missing.

Checking logs is tedious task, we will not check it unless it is necessary and you have a solid proof for your claim.

From now on we will ignore request without any proof

Thank you and sorry for any inconvenience caused.

NOTES: Use Post Office Service at Inn for a safer option to exchange item