I returned some items to Zara recently using their instore return system whereby you log in to your account in store and you return your items yourself. This is encouraged instore to save queuing at the tills. I returned about 6 items and due to a previous issue with Zara, I take a quick photo and video of what is in the box. When I checked a week or so after I realised that one of the items had not been refunded. I did the online chat with customer services, via messenger, and they asked for all the details, over a number of messages. After about a week of back and forth they came back and said;
"Please be advised that we have refunded you for all items physically returned, we kindly suggest you double check in case this item was misplaced and not included in the return!!"
Well!! Then I hit them that I had a video and photo of the box, taken in store. I sent the evidence and suggested that if they check their own instore cameras if they still didn't believe me.
The next day they confirmed that the item had been refunded!
I just wanted to make people aware because without the video and photos, I am pretty certain that they would have refused to refund me. Their system is not foolproof and the item may have been taken at their end, however, Zara are very quick to blame their customers first and you will end up out of pocket.