Smytten - Refund not received

I have ordered trial product in Smytten on **/**/**** & payment method prepaid Rs.***. But due to some reason I can't able to pick the order at the time of delivery on **/**/**. In the app, it says the refund amount would reflect in my bank account within *-** days. Till now I haven't received it as of **/**/**. As well I mailed them, their response was not valid and they are saying its already been refunded to my bank account by providing me the Refund ID. But no use of that there's no money credited in my bank.