[mothered]

They said this and now they opened an investigation and said wait 10 days

So they didn't pursue their request as per below?

•A copy of your ID with your signature so that I can open an investigation with the carrier (you can hide sensitive information such as birth date from the picture).
•A picture of the delivery note
•A picture of the empty box
•In case it is confirmed that the package was delivered empty, we will then process a replacement order