Amazon Incomplete Order Post-Procedure & Frustrating Support Process

I ordered two Orthease Hot and Cold Gel Packs from Amazon, which I urgently needed following a medical procedure. Upon delivery, the package contained only one gel pack despite paying for two. Trying to rectify this through the automated system has been completely non-functional. The portal only allows logging a return for the single item received—which is completely useless since I actively need the one pack I have for post-op recovery. There is no intuitive option to simply report a missing item from a partial delivery. Leaving a recovering customer stranded with half an order and an automated loop for support is unacceptable. Local options like Takealot handle customer service and dispute resolution far better. Desired Outcome: A prompt refund or immediate dispatch for the missing gel pack, without requiring the return of the single item already received.