I returned an item but it wasn't scanned properly.

I recently ordered a holster, but it didn’t fit, so I decided to return it. I packaged it properly and took it to the delivery point, where they printed the return label and scanned the package before I handed it over.

That day, I returned two packages. Both were scanned at the drop-off point, but I only received a confirmation text for one of them. A few days later, I got a refund for that item, but nothing for the holster.

I contacted AliExpress, and they told me to wait 17 days for confirmation. After the 17 days passed with no update, I followed up—only to be told my appeal was closed because I "didn't return the item in time."

AliExpress then contacted the logistics company for an investigation, but after a few days, they responded with, "There is no package you returned."

I’ve called AliExpress multiple times, and every time, my case was escalated to the senior team, dispute team, and refund team—yet they all keep saying the same thing: "You didn't return the item."

I then contacted the logistics company (DPD), and they said they couldn’t find the shipping label in their system. They told me to ask AliExpress for an advanced investigation.

I also called the delivery point, and they confirmed that all packages are handed over to DPD. Even if there was an issue with scanning, the package should have still been picked up by the driver.

I even reached out to the return address, but they said that without a tracking number, they can’t do anything and that I should contact AliExpress.

At this point, I don’t know what to do. I properly returned the item, and I have proof that:

The shipping label was printed.

I paid €1 at the delivery point to print the labels.

Yet every appeal leads to the same response: "You didn’t return the item."

Has anyone experienced something similar? Any advice on how to proceed?