Aliexpress Lost Product, No Refund, and No Tracking Number

I ordered something, but it never came. Now they are telling me to send it back by March 16, even though I never got it. Even worse, they never gave me a tracking number so I can't even find out where the package is. I tried to reach the customer for help with this problem, but apparently the same code has been shared with two different people, which doesn't make any sense. It looks like I lost the 1,278.66 TL I paid for the product, and I don't know what to do. I'm very upset with AliExpress's lack of accountability and customer service, so I hope someone can help me solve this problem. This has been a terrible nightmare, and I don't want anyone else to have to go through the same thing.