I need my refund,

The company is helping me I appreciate it, but when it comes to refund it's a hustle, I bought a machine at game and the transaction was canceled because of the system, they ask me to request the email from Marchant to refund me, the Marchant from Game sent 4 emails to go ahead and refund, but even now they keep on saying I should ask for Marchant, I don't know what to do, they asked for ticket number, they were emailed, still. I need the refund before they deduct the money at the end onmf the month Please help