Has anyone encountered this problem with a return?

Dropped off an item at UPS for a return (I shop TikTok all the time and have never had an issue with a return). UPS delivers this package back to me. I’m getting nowhere with TikTok support or the store’s response. The store’s response was literally “Other orders can still be returned according to tiktok policy.” Does anyone have any insight on what this is? Shop is in fact still open.