Frustrated with VAT refund

I bought a purse from Smaak Amsterdam. They didn’t give me paperwork. Instead they submitted my refund request through VATFree and I got a couple of emails. I downloaded the app. When I sign in with my email address, I can see the pending refund of almost €40. it asks for my passport but I’ve tried to take a photocopy of it a dozen times, and it keeps saying “no valid passport detected.” There’s no way to manually enter it. Then it has a spot to upload my exit customs stamp (???) and I don’t have any paperwork to stamp. Only my original receipt. The FAQ has been no help.

The other purse I bought used Global Blue and I already have a barcode to scan at the airport. That was very simple.

Any suggestions? I leave tomorrow.