Missing blanket and towels, customer declines credit-only offer

A customer says several items — a queen-sized fleece blanket and multiple towels/washcloths — never came back after an order. They reported it within an hour of delivery and followed up by email and social media without a reply. They state the app's protection terms cap payouts at $200 per order in account credit only, and that they want a cash refund instead since they don't intend to use the service again.