[mothered]

I did and the reps over the phone said that they aren’t in charge of it once the item is passed on the shipping company and they said it’s been delivered at the front door and that they have to investigate.

Well, the reps are In charge because they've simply opened an Investigation with the carrier, but the claim still remains with them.

The point Is, the refund was Initially Issued without the need to have the carrier Involved, so why has It all of a sudden changed? On what grounds was the first refund granted? These are the questions I'd be asking demanding.