Online orders, no refund on out of stock products

I ordered from game store online on the 31st December 2025, I received partial delivery on my order on the 2cnd January 2026 and was informed 4 items on my order were out of stock. They said my refund was processed. Even today on the 16th of January they say they haven't processed my refund. I don't understand if they are running a **** or something.