No refund after 4 days — Order #67495, unanswered calls and messages

Order #67495 – Fashioncrib SA. Requested an exchange, paid R199 courier fee, and returned the original item as instructed. Received the replacement (New Balance 550) on 14 Aug, but it was not what I expected, so I requested to return it for a full refund of R1,150. I still have the item with me, ready to send back, but despite multiple WhatsApp follow-ups and two unanswered calls (11 & 22 Aug), I have not received any return/collection instructions. Only automated "someone will assist you shortly" replies. It's been 4 days with no resolution. I have all proof of payment and correspondence, and will escalate to the CGSO if this isn't resolved promptly.