[wdihuwuhidhuw]

I contacted them yesterday based on their latest reply/instruction like you suggested, and I'm afraid I may have complicated the SE.
I explained the DNA situation again in chat, and was then sent an email. The rep said they have "forwarded the issue to our investigation team." and "request you to wait for 72 hours to complete the investigation and contact us back". (In context, this means I should wait 2 more days to contact them)

However,I think am going to contact them tomorrow (based on my first contact with a rep where I was promised a refund if I haven't received the item in 3 days since our chat)
I will update you then of whether they reject me or they approve it or any changes I make to the plan

[mothered]

I contacted them yesterday based on their latest reply/instruction like you suggested, and I'm afraid I may have complicated the SE.

Not at all.

Under the circumstances, an Investigation Is well and truly warranted, so there's no cause for concern.

I explained the DNA situation again in chat, and was then sent an email. The rep said they have "forwarded the issue to our investigation team." and  "request you to wait for 72 hours to complete the investigation and contact us back".  (In context, this means I should wait 2 more days to contact them)

Both the Investigation and the waiting period are perfectly normal.

However,I think am going to contact them tomorrow (based on my first contact with a rep where I was promised a refund if I haven't received the item in 3 days since our chat)

Yes, be sure to forward the previous refund confirmation.

I will update you then of whether they reject me or they approve it or any changes I make to the plan

If It's declined, we'll tackle It from there.

[wdihuwuhidhuw]

Alright, thank you mothered for the reassurance I will update you tomorrow. I am always wondering why you decide to give out your time of day to help people like me, but I'm not complaining obviously.

[mothered]

Alright, thank you mothered for the reassurance I will update you tomorrow.

You're welcome.

[wdihuwuhidhuw]

Update, was approved for the refund yesterday and informed I will receive it within 10 business days. Weird thing however is I did not get any confirmation emails, but normally on Amazon you get an email when they process the refund so I am not sure if such record of a refund exists for my order. I will probably wait the time out and if I don't get it by then I will contact them again. Let me know if there's another approach I should be taking to ensure I receive it or if I even need to worry about such a thing

[mothered]

Update, was approved for the refund yesterday and informed I will receive it within 10 business days.

Do you have a record of their communication?

Weird thing however is I did not get any confirmation emails, but normally on Amazon you get an email when they process the refund so I am not sure if such record of a refund exists for my order. I will probably wait the time out and if I don't get it by then I will contact them again. Let me know if there's another approach I should be taking to ensure I receive it or if I even need to worry about such a thing

Tell them that you believe you've received an email about the refund, however It was automatically marked as spam and deleted.

Then ask them to send the confirmation email.

[wdihuwuhidhuw]

Do you have a record of their communication?

Yes, I have a record of everything and this scenario is very interesting and unusual.
My instinct told me to confirm the refund and I was right. It appears that the rep lied to me and just didn't issue a refund. I am going to try sort this out using the records of communication to help me, I'll update you once anything further good/bad happens

[mothered]

Yes, I have a record of everything

Good work.

My instinct told me to confirm the refund and I was right. It appears that the rep lied to me and just didn't issue a refund.

Either that, or he simply neglected to process It.

I am going to try sort this out using the records of communication to help me

Forward the refund approval to the rep you're dealing with at the time, and ask him to explain why you haven't received It.

I'll update you once anything further good/bad happens

Please do.

[JohnnyDangerously]

Chances are they fucked something up

[wdihuwuhidhuw]

Please do.

Update, successfully completed