Back Market review: Returned ipad

I’ve bought two items this year from back market, the first was an iPhone for one of my grandkids, I asked for one in excellent condition and was very happy with the pristine item that arrived, so when it was time to buy a gift for my other granddaughter, I came back to your company, again, I ordered an iPad, and paid the extra for it to be excellent condition, well I was so ket down when it arrived and no way was it in a condition to give as a gift, it was scratched around the edges and filthy, I sent it back the correct way to the supplier, in the uk, I’ve tried to look at the status on my account and all I get is a message saying oops, yo7 haven’t pruchased anything yet, it’s ridiculous, I p e spent hours trying to find my account and yet I had a pop up when I was looking at my emails, saying there’s a message from the seller, and of course I can’t see it because you’ve removed my account so I can’t log in to anything, I need the refund asap and want to know why you tell me I haven’t purchased anything and don’t have an account, which is clearly incorrect, then I’m toksf to purchase something or adopt a fone, I do not understand how the adopt thing works, I just need to see my account p, ease, and it’s extremely time consuming let alone frustrating to keep seeing that msg when I tr6 to look at my account, please help sort this out, I need my refund, I returned the iPad teo days afte4 it arrived, so almost two weeks ago, yo7 sent me the return label and I printed it out and stuck it on the package with a return address on the back.