Refund request

I requested a refund from head office however I am told I need to provide cancelation documents. I had to go into the N1 City store to fill out forms and was sent an text that it's been cancelled. What I do not understand is why do I need to send forms through to head office when the store should have done that when I filled out the forms. I need to go up and down to get my money refunded that I paid instantly in the store.