[Jaccmcmcnn]

Tell them the carrier said that given the claim Is opened with the company, that's who you need to communicate with.

I got a reply that I need to forward their exact response to them, deeming that it is in fact lost.

Be persistent in saying that the carrier told you to contact the merchant. Tell them they did not and will not forward any correspondence.

The company told me to forward the response of the courier, not the courier to forward their response to the company.