Vivense Hasn't Processed My L Seat Exchange and I Haven't Received a Refund

I bought a L seat with order number 5c8907092940 from the Vivense website, and the day after, I asked for an exchange. It looks like the original order has come back, but I can't find any trace of the new seat I purchased in my account, and there's no update on its status either. On top of that, I still haven't gotten my refund for the item I sent back. I’ve reached out a bunch of times, but nothing’s been sorted out. I really need a quick call back to sort out what's going on with the new seat and to get my refund. This communication gap is super annoying, and I just want to get this situation resolved.