No communication between staff and couriers. Causing confusion everywhere

I ordered an item from takealot and decided to pay with credit card. A moment after placing the order I decided to try and get a refund as I changed my mind. Wow what a mission!

I communicated to someone on Facebook regarding this, as the phone number is constantly in busy tone, and they informed me that they will cancel order #***7 and once they receive the order back then they will refund. The order is not yet cancelled on the system, so maybe the order is still on its way to me.

I created a return RRN-268b-dc0a and stated in there that they can phone the couriers to bring it back to them and they don't have to deliver it to me. This is what was advised to me on facebook.

Takealot created return RRN-c5e3-97f6 and it was credit to my online account. I phoned the takealot to refund it to my credit card. The number actually worked. The first lady hanged up on me (such friendly staff you have) so I called back and was assisted by Zuko who was friendly and I am not sure if he did an update or let it be refunded to my credit card as there is no update. Just received an email regarding our phone call.

Now they want to come and collect the item and phoned, we advised them that we did not receive the item yet. So they hanged up recieved a sms saying that they failed to deliver. A few moments after that another sms comes through saying that the return is rescheduled before 3pm tomorrow. I just told them no delivery was received and now want to reschedule?

My questions is: 1) Why does no one read the notes in RRN-268b- dc0a? If they read that then they will know to contact the couriers

2) How did I receive a refund if the couriers still want to pick it up? Is the item back at Takealot?

3) Why was my order #***7 not canceled as confirmed on Facebook.

4) Why do the couriers want to pick up an item that was not delivered and want to reschedule after telling them it was never delivered.

5) Why is it so difficult to communicate with staff and couriers? If it was updated somewhere like in the order or my notes was actually was read then it won't be so difficult to know whats going on. Even if i create 100 returns then you should be able to see there is more than 1 return logged for this item and same customer? There should not be a confusion or conflict.

Can this confusion be solved please