[paranxia]

Yeah sounds like a failed SE. Never create fake police reports as they will bite you in the ass.

Take the hit, I'd check with others also but you may be able to return it for a full refund. Never encountered it personally with a wrong item received though.

how would you approach the situation: asking them to return the item after i told them several times about having received a wrong item?

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I tried as you suggested me, telling them i have covid symptoms and i could not exit from home, they told me that in anyway without the police report thy couldn't proceed, after that i told them about the urgency i had because i had no money and the phone was supposed to be a gift to my mother's birthday wich is next week, and i got the same answer can't proceed without the report

I've mentioned countless times that a claim (predominantly) cannot move forward without a police report, and this certainly confirms my statement.

That aside, you can still save the SE. Are they requesting you to email It In the form of an attachment?

I performed around 10 times the wrong item SE strategy with my different accounts, this is the first time they asked me for a police report. In your experience they always request you a police report for a wrong item SE?

About the email, yes they are still requiring me to attach the document.
From what i understand during the chats and the calls, my case has been assigned to an amazon department that communicates to me only through emails, so no decision can be made by the call and chat operators

they entrusted the case to the police department because they noticed that the orders on your account have a pattern ... they also asked for a photo report? however I hope you did everything under a figurehead ..