How do we claim back missing items from a return?

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How do we claim back missing items from a return?

Customer order for 3 items, they stated we had charged her for 3 items when she only wanted 2. They opened a return for 3 items and only returned 1 item the one that was not required and the joys of amazon refund on first scan issued a full refund. I have opened a safe claim for 2 items which was denied, tried to speak to customer service, unfortunately could not understand what they were saying and then get cut off another call. How are we supposed to get the money back for the 2 items not returned?

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