appalling service

i am very appalled by the service i was expecting a call from Monday regarding my refund for a item i cancelled immediately after placing order not whole order however Monday i saw email about refund being logged , i know the refund process as i work for the bank so i am gobsmacked why would it take over 7days for funds not yet processed now again my two parcels were delivered yesterday but one parcel was not delivered with no communication it will be two deliveries order number Order ***, i need my refund latest by this coming week and need feedback by when exactly am i getting back my funds and last parcel from order as it was Christmas gif