If it is within 45 days of payment and you have contacted the company and not been refunded then file for item received but not as described as that is the nearest you can get, put in exactly what has happened and escalate the dispute to a claim.
Do not file for not received cus if the item was sent trackable then the company can prove delivery and your claim denied.
Advice is voluntary. Kudos / Solution appreciated.
Thanks for your reply my problem are the company say they send the item with the box ,which was not empty but I explained but they refused to refund me do papyal need any information like what information they need please
