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Why offered a partial refund when no items arrived?

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Why offered a partial refund when no items arrived?

I'm feeling confused - maybe someone has an answer for this: I placed an online purchase for about $30 with Petco and paid via PayPal. The items never arrived, in fact I never even got a confirmation of the order from Petco. However, I was charged for the items, so I decided to open a claim to get a refund. Now, Petco is offering a partial refund of $20. (Why would they think it's ok to keep $10 for items never received?) The main question I have is: Should I decline the partial refund in the hope that I can get all the money back, or not? Thanks to anyone who can help me figure this out!