Foshini account refund.

Good day

I will like to know how far are you with my refund? I called customer service today and i was told that my refund is pending because they didn't receive pop. I don't understand how come because i submitted my documents at the store on Monday the 22nd of September 2025,and when i was in store i was told that the refund takes 72 hours. Today I'm told it takes 2weeks.I'm still waiting the reference to be sent to me till now it's not sent.