N11 Charges Me For Unshipped Products

I am currently facing a rather confusing situation with my N11 order. The seller gave me a different tracking number, which left me in a difficult situation. Even though we have our doubts about the seller, we have been unable to get any help from N11 support, and the store is ignoring our questions. I have been unable to reach either N11 or the seller, as my calls have gone unanswered. Live support recommended canceling the order, but unfortunately, we will have to wait for the store's approval for a period of 10 days. They intend to deduct the shipping fee for the undelivered order upon cancellation, which is an unacceptable proposal. What was the response from customer service? "Unfortunately, we are unable to assist further. However, we would like to offer you a coupon for the shipping amount." I kindly request a full refund, or I'll be escalating this matter to the Consumer Arbitration Board.