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I dont know if this is what you mean, but I once recieved an empty package and it was a struggle to get a replacement. It doesnt fit any categories they recognize. It's not 'did not recieve' ( there was even a delivery pic), there's nothing to return. I had to chat (IM) with someone multiple times.
I had that happen (an empty, sealed box with nothing inside) and started a chat and they refunded me right away without question. I think you just gotta get lucky with the right support rep.
I just had to initiate a claim because I didn't receive a package that hadn't arrived even though it reported that it did. Although it's a bit hidden, there's at least a "package arrived; missing items" option on the mobile app.
Ah that’s rough. Probably chatted with AI as well