Denying refund

Hi my name is Alicia katers... I just joined avon I'm an agent.. Well on July j placed my first order made the payments in full but there was some kinde delay but nevertheless my orders eventually arrived but there was a few products missing and when I tried reaching out I was told that I should check one my invoice for information based on the missing products they usually show if it was out of stock but none... So I recommend if I could maybe get a refund since we already entered a new month and was told u can't get your products back nor a refund if you not placing anything for this month, which doesn't make sense and its just confusing.. So what I'm asking Is I need help have to refund the people I owe actually Avon owes... But as a a beginner Avons services are pure and I honestly think that they don't care how you deal with they mess