[mothered]

is there any chance of PR when doing wrong item method

It's not a theft-related Incident, so a PR Is not warranted.

and is it okay to do over chat online instead of calling ?

In the case of Amazon, you may be In luck to have the chat bot Instantly approve the claim. Regarding calling the company, as opposed to chat whereby the conversation can be slightly delayed to think of the most appropriate response, speaking over the phone happens there and then.

I always suggest to opt for a gateway you're comfortable and most Importantly, confident with.