N11 Delivered Damaged Fishing Net, I Refused but System Says I Received It

On August 22, 2024, I placed an order with order code 205335147635 for the product "Fishing Net with 35 mm mesh size, 35 m length, 2 m height, with fanya." When the delivery courier arrived, the package was hurriedly wrapped in a standard shopping bag, which was done carelessly. I advised the courier that I did not want to accept the merchandise because the packing was substantially crushed and broken, and I asked that it be returned without acceptance. As a result, I did not accept delivery of the product. However, in the system, it was incorrectly logged as if the merchandise was delivered. We reported this issue in writing during a live chat with a customer representative on the n11.com website on August 24, 2024, under the record number "24836154." Our statement was forwarded to top management with the same record number, and we were told that we will be contacted by phone or SMS to give further information after their examination. However, our issue has yet to be rectified. As a result, I request a refund of the cash for the product that I did not receive. Otherwise, I will file a legal action against n11.com and the store through my lawyer. I hereby demand and urge that my concern be addressed.