Refund cheating SYSTEM

I took tiles back for refund which were happily accepted (thank you), and I received refund note for R3.4k. Two weeks later I follow up on refund and was told refund was not processed in the back end system.

This is highly irresponsible, leaves a lot of room for error and customers being left out of pocket if staff still has to upload refunds onto second system after customer has left store. I do not blame staff but whatever inefficient system is being used.

How many customers have been cheated out of refunds unknowingly as not everyone follows up??