Lazada complaint: Lazada refused refund for wrong item sent

Background (chronologically)

11th April 11pm –

a. Placed an order on LazMall to buy 2 Jackets from SuperDry Flagship store.

Order placed were for 1. Small (S) size Superdry Alpine Sherpa Mid Layer Jacket and 2. Small (S) size Superdry Altitude Hiker Jacket.

14th April 7.31pm –

a. Package was delivered – Alpine Sherpa S sized came but was huge. Altitude Hiker Jacket instead of S sized also, it came XL. (Furthermore the label on the jacket I received shows the model as Superdry ALL TERRAIN JKT while the order page on Lazada where I placed my order shows Superdry Altitude Hiker Jacket)
me saying my refund has been rejected without any reason given. (Photo – Superdry 1st reject email) And they shipped the jacket back to me….

14th April 10.44pm –

a. Initiated Return for both jackets. Reason: size doesn’t fit (Alpine Sherpa jacket) and Item doesn’t fit description (1. Ordered S but XL arrived AND 2. the label on the jacket I received shows the model as Superdry ALL TERRAIN JKT while the order page on Lazada shows Superdry Altitude Hiker Jacket) (Photo attached – Closed up of Label showing XL)

15th April 11.39am –

a. Dropped off returns at Speedpost (Photo – Superdry Return 15th April.jpeg)

b. 17th April – Lazada warehouse receives item.

c. 18th April – Alpine Jacket refund approved. XL Altitude Jacket refund Rejected.

18th April 1.16pm – I called Lazada to initiate a dispute resolution.

19th April 8.52pm – Email sent to me saying my refund has been rejected without any reason given. (Photo – Superdry 1st reject email) And they shipped the jacket back to me….

20th April – 2nd dispute lodged with Lazada… repeated explanation to Lazada

22nd April – Lazada suddenly drops me an email saying they’ve arranged Ninja van to come pick up the jacket for a 2ND return to them

27th April – I received a text message saying my refund has been rejected

28th April – 3rd dispute case lodged with Lazada

As of today, Lazada says they’ve escalated my case to a supervisor already. But all my calls have been to obviously the call centres in the Philippines. While they are following protocol, I really question their process in being able to verify with the receiving side in Singapore. I questioned them again on the reasons why they are rejecting but the agent on the phone was obviously trying to search online for a reason but he could not find one and admitted that it doesn’t say why except tt it doesn’t match the item description which is why I returned it in the 1st place!