[JBoy1017]

If your method Is formulated accordingly, either/either (never arrived/empty box), no difference.

In terms of performing It online (I assume you're referring to "chat") or email, It depends what you're comfortable with. The latter allows you a lot of time to think things through, hence prepare the next step In a more calculated manner.

Thanks I emailed them. They’ve got back to me and said they spoke to the picker and confirmed all items were in one parcel.
They have asked for the picture of the invoice in the parcel. Do I send this as normal?