SHEIN REFUSES TO ACCEPT UNEXPIRED RETURN ON APP

This about returns. ßhein app malfunctions until your return time has expired, even when you are in contact with customer service about the glitches on the app. They told me to log my items separately, which I have done, but now 1 set has expired while the other, a musical instrument, is still not accepted by the app. I have tried to return this item for the 6th time, and it still glitches and says the app is too busy. Why are they not willing to accept this return log? Something is not right here.