I had to do similar shit recently, but with Wet 'N Wild. I got three liquid eyeliners over the course of like a month and all of them had caps that would randomly pop off because I didn't think lightning would strike in the same place three times. I informed their customer service about it and they wanted to see the receipt, which I no longer had. So they offered me like a 5% off coupon for my troubles - whoopty doo. So I told them about it again like a month later and included the information on the liner itself in case there was a problem with the whole batch, as well as where I bought it from.
They didn't believe me and insisted they required a video of the cap coming off like I described. I said no guarantees because it didn't always happen immediately. By chance, I managed to get a clip of the lid flying off the eyeliner without my hands touching it and sent it to them.
Still not enough! Then they needed a video of me clearly pressing the cap down until a clicking sound was heard to ensure it was securely fitted on, and THEN needed to see the cap pop back off without my hands potentially manipulating it. It took a while, but the eyeliner cooperated with me and I got the defect on video. I took the video into an editing program and enhanced the clicking sound by several hundred percent.
FINALLY, they believed me. I asked if I could please have a replacement since I bought three of these damn things and they were all defective and I proved to them the defect existed. They said they'd send me one, but I haven't gotten it yet. That was like a month ago.
All this bullshit over a $5 eyeliner. If it wasn't my favorite one, I'd swear off this brand completely. Wet 'N Wild is the OG cheap as shit drugstore makeup brand. I'd understand their concern over being hosed if it was a high-end brand, but all that crap over one of the cheapest eyeliners in the whole store? Can't they just fucking believe me when I say I bought an eyeliner and the lid flew off like it was trying to reach orbit? It's not even worth my time to lie about it.
Meanwhile, for me, Amazon's AI will just go, "Oh you didn't like it? Okay, here's a refund, but keep the item anyway."