I'm entering the correct serial number for Support for AirPods, but Apple site is telling me it's incorrect

Bought my dad a set of AirPods for Father's Day in June 2020; last week one fell out and in his attempt to return to retrieve it, he ran over it. I want to contact Apple Support for assistance and to ask about options/next steps. In order to be directed to a support Chat for Apple, they require the serial number for the device. I am absolutely entering the correct serial number (I have verified, both under the case and in the Bluetooth settings on his iPhone) but I'm getting the following message:

The serial number entered is for a different product. Please try again.

What do I do? I can't ask Apple because I'm caught in this awful loop of not being able to get to a support chat without a serial number