Makro Online - Non Payment of refund

In reference to an online purchase(#MAK***) which I requested cancelled and a refund on 7th December at the store in Galleria, Durban. The reason for the cancellation was that I was told that the promotion was not on offer at that Liquor department, nor anywhere else as they were out of stock. However, when I went into the liquor store the items were in stock and on promotion, which I purchased thus requesting the cancellation of the online order. Since then there have been emails and calls, last of which was over 40mins long at which I was also told that the financial division is closed so i cant get my refund. I was given a reference # and a promise that a Manager will call me to resolve the issue. I'd like to know what was the issue with this process and why can't the refunds be done at store level which then should be claimed from the online cost centre. Right now its become the customers issue to run around and try to get payment.

Can someone please advise on this @Makro