[pxl_rip]

i receive an email that they cannot refund because i used my own label.

Ridiculous.

As per their message below, they couldn't provide a label, hence you did the right thing by using your own. How else could the return have taken place? Via a carrier pigeon?

as per they instruction they couldnt give the prepaid due it was an international return

Is there any chance i can lose my money?

Not at all.

Request an escalation on the grounds of what I've stated above.

The funny thing is that they told me to use my label and after to send it to them to refund the shopping costs I paid by my own (and I did as they told... the even has the legit label and legit tracking).

And regarding last your message I specify: they suggested me that I on my own have to open an investigation with the carrier.

The problem is that in my last call the operator suggested that he was going to escalate the case.
But after I received a strange email, like they forwarded the previous email (saying that I will not be refunded) to me again.
So I do not know if the case is actually escalated or not.

I hope I explained myself clearly, sorry for my English language.