[izzy777]

Sorry, but I did not understand what you meant by that. I only talk to them trough live chat, are you saying to write that e-mail the rep was asking me?

They've said this:

The agent then told me that they can see want they pack and have proof of everything

Tell them to provide evidence of your Item being packed - photographic or video.

They will check that after my formalized e-mail, I will then ask that for that evidence.
Also, if they came with a legit video denying my refund, would I be able to legit return all order, right?