[ethmoney6]

I ordered a jacket from Zalando ES and claimed DNA they asked me for a binding legal statement and I filled it out, after a week I contacted them again via live chat and an agent told me they had just accepted it and that I would be refunded in up to 7 working days, the next day I received an email that zalando would not refund me because the shipping company claimed they had delivered it correctly.
What should I do in this case?
Any comments are welcome and your opinion would be very helpful.

[Buddhism]

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[Selmavw]

Persistance is key in these situations. Contact them again and tell them they already promised you your refund.
If they still decline you can use the arguments @Buddhism presented.
If they still decline you ask for your claim to be escalated to a superior.
Hope this helps

[mothered]

I contacted them again via live chat and an agent told me they had just accepted it and that I would be refunded in up to 7 working days

^ Do you have a copy of the transcript?

the next day I received an email that zalando would not refund me because the shipping company claimed they had delivered it correctly.

So what?

A successful delivery does not conclude person-to-person receipt of goods. What else did their message state?

[ethmoney6]

I contacted them again via live chat and an agent told me they had just accepted it and that I would be refunded in up to 7 working days

^ Do you have a copy of the transcript?

the next day I received an email that zalando would not refund me because the shipping company claimed they had delivered it correctly.

So what?

A successful delivery does not conclude person-to-person receipt of goods. What else did their message state?

the agent claimed to have used all possible tools to solve this but could not give me a refund, I asked for my case to be escalated and demanded a solution as the product has not reached me so the responsibility is theirs, but they kept saying it had been delivered and they could do nothing, in the end I gave up and asked for a legitimate refund.
As for the transcript if I had it and I have attached it along with a screenshot of the chat and I have sent them by mail but it said that it must be a mistake and that I could not proceed with a refund.

[mothered]

the agent claimed to have used all possible tools to solve this

It doesn't tell you anything.

What tools? How were they used to conclusively assess the delivery personally made Its way to you? These are questions they should be answering with their replies.

but could not give me a refund, I asked for my case to be escalated and demanded a solution as the product has not reached me so the responsibility is theirs, but they kept saying it had been delivered and they could do nothing

They're totally missing the point.

It's understood the delivery made Its way to your address, but not "yourself". That's what they need to address.

in the end I gave up and asked for a legitimate refund.

Fair enough.

As for the transcript if I had it and I have attached it along with a screenshot of the chat and I have sent them by mail but it said that it must be a mistake

Well, their mismanagement Is not your problem.

The refund was confirmed, and they failed to provide It without any justification whatsoever.