Broken processes and poor escalation process

On 2nd October I went to a Toyota website and asked if they had a mirror for my Toyota Agya which I also added all required car details. Toyota Carnival ended up calling me back regarding my request and I told them my son will come through for the purchase and payment. My son paid. When he went to get the mirror Toyota had ordered an incorrect mirror we then asked for a refund. To date we haven't received the mirror because Toyota has an issue with the fact that I requested the quote and my son paid with his card. After 4 days of waiting for a refund surely someone should have communicated to say what more could be needed for the verification. If this is not allowed why is they quote system not stipulating this and why was my son not told that his not me and can't pay with his card? We loosing clients as this car is used for business and Toyota carnival agent says he can't escalate the matter will have to wait for head office. Shouldn't your agents know if there is this issue what to request to avoid unnecessary refund delays?