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item not received

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item not received

I have not received an item which I am disputing.  The tracking number shows it has not been send or delivered.  Personally, I have no idea where this item is.  In the dispute, the store says "here's the tracking number, etc".  I don't want my case left at that since I did not receive this item.  How can I add info regarding this situation in the resolution center with this case?