No refund received for a returned item

I placed an order online via BASH App at Exact store

I returned 2 of the items from my orders

I have been waiting for a refund of the other returned item it has been a week now I've been following up with them but they keep telling me that the matter has been escalated to the courier company

On the 4th April 2024 two items were collected by Ram courier and were put on the same plastic packaging I only received a refund for 1 item the reference number for the courier is #COL***2, Order number of the item I haven't received refund for is B***-01

I don't know if they lost the item or what

I want my refund