Refund issue

FedEx issued an invoice for the goods that was purchased by my company from overseas. The payment was done and I was expecting the delivery.

My supplier called me the good has been returned due to some issues. This part is acceptable.

When I asked for a refund as the good weren't delivered. First, I was asked to claim from SARS. Then when I said why I'm claiming something that I haven't received. I enquired for a refund. And I was told it will be refunded within 7-14 days. And it's now 20 days. And FedEx still didn't proceed with the refund.