No refund

I am battling to get a refund for an order. First of all the wrong item was delivered and then was told that runway did not even stock the item. I am now waiting for refund . I get a reply with a request by an agent asking some person to issue a refund. But no proof that the payment has been done. How is this my problem. That the agent helping requested some one to issue me a refund and still not done. So now what? Runway will not refund me ?