Item missing on delivery

I have ordered a cellphone with a cover and screen protector. On the delivery day it said that there are two partials out for delivery. I was under the impression it will be a piratical delivery which does happen time to time. After delivery system was updated that all three items was delivered but I did not received the screen protector. I logged a requested with all the information stated on the web. I was instructed to go on the app and mark item not what I have ordered with comment that this item was not delivered and it asked me to return item. The request was closed. I rep**** on the email that I was not able to return item and it was not yet resolved. Then they rep**** I must give them again all the information on the item. They did replay and ask if I would like a refund or created. I requested a credit. Day after the return was rejected or close with still no refund.