Impossible to cancel return, how to proceed
Hi everyone,
I'm facing a frustrating loop with support and automated systems, and I could really use some advice on how to proceed.
The Situation:
I received an item with minor cosmetic damage. I wanted to keep it and just get a partial refund. Since the app only gave me the option for a full return/refund, I contacted customer support via chat. Then, the agent told me they would open a dispute on my behalf, and that I would be able to negotiate a partial refund later.
The Problem:
Because of my "Elite" account status, the system automatically triggered an "Instant Refund, Return Later" (Reembolso primero, devolución después) benefit (see Pic).
The platform has already issued a full refund of €21.53.
The status is now stuck on "Awaiting return" with a countdown timer. The system explicitly warns that if I don't ship the item back or fail the inspection, it will negatively affect my Elite benefits and account standing.
I don't want to return the item; I just wanted a small discount for the minor damage. There is absolutely no option in the app to cancel this return process or modify it to a partial refund.
When I contact support now, they just tell me they have "escalated the case" and I keep getting automated, non-helpful responses.
Has anyone successfully canceled an automatic "Elite" instant return like this through support?
Should I just bite the bullet, return the damaged item to protect my account standing, and buy a new one? Or is there a way to force support to override this?
Thanks in advance for any insights!