Refund not actioned

I used the KFC Order Online functionality and paid using my card. However, the KFC I went to collect my order at advised that they could not pick the order up. I contacted the call centre and got the case number: CAS-796116-V2F2Q6. I was advised that the order can be picked up and the funds are sitting on KFCs side thus necessitating the processing of the refund. To date, this has not come to fruition. Please assist.