Zara Non-return Products And Problems

I have two different memberships with the Zara clothing brand under the email addresses g*******@hotmail.com and g********@gmail.com. I initiated the return process for orders I purchased with these two accounts at different times due to size issues and handed them over to Yurtiçi Kargo on 24.02.2024 at 12:36 with document numbers RM218741 and RM218742. The same packages were delivered to the employee named F.K. on 26.02.2024 at 12:47 and 14:57. I successfully received a refund for the return with the code 474842533 for g********@gmail.com, but the main issue lies with the return package for g*******@hotmail.com. Despite the courier's records confirming the delivery of the RM218742 package to employee F.K. on 26.02.2024 at 12:47, the company claims that the package never reached the warehouse, and thus, no refund was processed. I am distressed by the company's refusal to acknowledge the package, valued at ₺5,500.00, despite the evidence provided through the documents sent to them. I have two return packages, A and B, each with separate shipment codes. While they acknowledge the receipt of A using its shipment code, they claim that B did not reach them, even though evidence proves otherwise. Despite numerous attempts to communicate via the company's WhatsApp customer service line, I have not been able to reach a responsible party to address my concerns and rectify the situation. The company has received two packages and two delivery receipts, which are attached. Given that one package has already been successfully returned, it is unacceptable for the company to withhold information about the whereabouts and status of the second package, RM218742, for which I am the sender and F.K. is the recipient, as clearly stated in the delivery receipt. I respectfully request that my complaint be addressed promptly.