[mothered]

It's not even the reps fault on this occasion. She said she wanted to give me the refund but the system wouldn't allow her without a completed police report.

A police report should not have been requested to begin with, so she Is at fault.

In the absence of a PR, your refund would've been generated - which Is exactly what should've taken place under the circumstances.

I already asked to talk to her manager and she assured me it would be the same response.

Some reps handle claims at their discretion, thus you've got nothing to lose by requesting your claim be escalated.

Ultimately, It's your call.

Rather than going through the effort of contacting the police again I will just order the same item on a new account and sealed box the return.

Understood.

When you've hit the SE, please keep us Informed.

Thanks for your help as always mothered.

You're always welcome.