[mothered]

I hit a store recently and after verbally providing me a refund they have retracted it as my address walls and desk match previous deliveries they have mad there where the concierge is always present. with only a hand in the photo as evidence, they are classing it as compliant. I have asked them who’s hand it is as they seem so certain that it has arrived  and they refuse to answer and say to contact the payment provider as the hand shows it being received. Should I continue to escalate this matter or can the really use previous orders as evidence?

What company is this, what country and have you performed multiple SE's on the same company? You can try to deny that the person holding the parcel isnt you. Demand evidence?

Did this and they told me to contact my payment provider

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Their evidence is previous orders they have done to this address that portray a similar picture as well as a hand in the picture (not mine) that they are stating is someone receiving the parcel.

Tell them to email you photographic evidence of the orders they're referring to.

Also did this and the claimed it was ‘private and confidential’ and again told me to contact my payment provider and they will then provide evidence

Nonsense. If they have nothing to hide, they have everything to show.

Request an escalation.