I Still Have Not Received My Refund for Lost Order

On June 13th, I placed an order with the number 204631751738. As the order had not been delivered by June 20th, I contacted the seller, and following their guidance, I submitted a refund request. However, the refund has still not been processed as of June 25th. As a result, on June 25th, I contacted N11 customer service via live support and explained that the product was purchased using credit card reward points. I also stated that since the refund has not yet been completed, the expiration date of my reward points is approaching, and therefore the refund must be handled urgently. A support ticket was created during this communication, but I have not yet received any response. I firmly believe that the item was lost during shipping, which I also clearly expressed to the customer representative. I emphasized that I should not be held responsible for a lost shipment and that the refund process should be finalized immediately. I kindly request that the refund be processed without further delay.