Shocking service on returned items

I have purchased many things using the PayJustNow option and everything was fine until recently when I returned my purchase. I bought 2 x Fossil bags from Watch Republic and unfortunately had to return both of them. The first instalment was deducted on the purchase date, so this should have been reimbursed to me due to the credit and the balance should have been removed off my profile. I decided to log into my account and the order is still on my profile. I have emailed them, to which they did respond asking me for the proof of the return, I have emailed this to them and I have still had no response. I have tried calling them, nobody answers. I have tried using their chat functionality on their website and 30 minutes later a Bot responds that they have high chat volumes. Absolutely ridiculous. So what do I do now ... pay for something that I do not have?