Write a claim

I ordered delivery from Bolt Food, but received only fries and a charitable donation (66% of the order was not delivered). Support requested a photo and as a result wrote a template response and denied compensation, referring to point 5.2 of the rules, interpreting it in a way convenient for them, stating that the service reserves the right not to compensate anything. At the same time, according to "reasonable grounds to consider that the complaint is justified," the employee made no effort to clarify the circumstances — I suggested he call the courier immediately after the order to clarify what packaging was delivered, after which it would have been clear that the order did not contain all items.

After my objection, they have been demonstratively ignoring me for a week, including in new chats. For the sake of justice, I need to write a claim, details will be provided in correspondence.