Pathetic Service from Superbalist returns department

I collected an item on the 16th of May 2024 at the Edenvale pickup point, but immediately returned it without opening the package as I duplicated the order. On the 20th of May I received an email from their returns department saying that one item was not received. I responded saying how could this be possible, as the package was never opened and returned in its original packaging. I later received another email stating that the item was received, however in an unsatisfactory/damaged condition and will be returned to me. How can this be possible if I have never opened the package ???