How to resolve and get a refund from a vendor? Is it even possible to get a full refund?

So a slew of people are reporting that they have not received their packages from cookieclub. I have ordered from them before, but haven't gotten my package.

They say they are offering 50% refunds, but after seeing a couple of pages of comments detailing no packages arriving, I am a bit skeptical.

Is there a way to get 100% refund, or it is handled automatically through sr?

Thanks