Makro Online System refuses me to complete return of product

I always have problems when buying products from Makro online. Today I want to return a product that is not as described, but the system keep refusing me. It doesn't matter what I do the system gives me these two error messages: "Please enter a valid description" and "We require your assistance with packaging the item in order for our couriers to collect.". How do I return this product??? Online order #MAK***