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trying to get a refund but the seller is lying says its a claim and that i have recieved when i not

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trying to get a refund but the seller is lying says its a claim and that i have recieved when i not

i am trying to get a refund but the seller is lying and saying it is a `claim'  and in the case he has said i have recieved the item when i have recieved NOTHING!!!???? And by the way this is for coins on fifa 12 ultimate team so it has nothing to do with the post office or delivery!!!???