First off you have to make sure your order is under $100-$150 and it has to be on the .com domain.
Next it has to be on an account that has the chat bot activated you can check by going to open support chat and if it comes up with the bot you're set, now it should ask which product you have problems with and it may try to put you on with a rep which means that product just wont work.
If it keeps asking for more then just say it didn't come, then when it asks say it wasn't in the box and you'll get a refund instantly, with zero human interaction.
But if it asks you to connect to a rep/assistant that means it won't work for that order but you can try again later.