MAD: No cross-strap for XS messenger

Had my second bag delivered today - a custom XS messenger. Nowhere in the Build a Bag area does it mention this. The only place I found it was on the non-custom bag detail page. In addition - your FAQ on the cross-strap does not mention this either - in fact it makes a blanket statement about ALL single strap bags.

When I called for a return I had to make a case to get a custom bag returned - then I read the return instructions and I have to pay for shipping! So I had to pay shipping to get it here in order to find out it isn't really a messenger bag (it's a satchel) THEN pay shipping back to SF? Makes no sense.

You guys need to fix the Build A Bag to clarify what customers will receive.

And no, I'm not going to pay shipping to send it back to you so I can order a size S ($10 more! and bigger than what I need) and pay for you to ship that to me as well.