I shipped 2 orders to Zara to return for a refund: I shipped order [protected] on December 11, 2020 I shipped order [protected] on December 12, 2020 I made these calls from [protected]: December 15, 2020, around 10 AM: I called customer service to follow up on the status of 2 returns. Customer service confirmed that they received both items. They also told me to wait 7 days for the refund to be processed. December 22, 2020, around 1 PM I called customer service since I did not receive the refund within the time frame that Zara told me that they would process it. Customer Service confirmed that Zara received order [protected] on December 14, 2020, and order [protected] on December 15, 2020. Customer Service asked me to wait 14 days for my refund. Calls made from [protected]: December 28, 2020: Around noon: Since I have been told different and contradictory refund times by Zara, I called Zara's Customer Service to get an update on the status of my refund. Zara told me that I should be getting a call from a manager, Demaris, within 24-48 hours about my case. Around 2 P.M.: I called Zara at their Customer Service line to get an update of when they manager, Demaris, will call me back. Customer Service told me that the manager, Demaris, will call me back in the afternoon. The manager, Demaris, does not call me that day, December 28, 2020. December 29, 2020: Around noon: I called Zara at their Customer Service number to ask to talk to the manager, Demaris. Customer Service asked me to wait. Around 12:30 P.M.: I called Zara at their Customer Service number. I spoke with Thomas. Thomas told me that he filed a case for missing return for order [protected]. Thomas also told me that I should receive a refund within the next few days. Around 1 PM: I called Zara at their Customer Service number to get an update on the refund of both orders. Customer Service told me that I needed to wait to get an update on the refunds. Customer Service also said that no refunds are being processed. When I asked for the phone number of the grievance department/customer complaints department/compliance department, Customer Service hanged up the phone on us. From my computer: December 29, 2020, 12:58 PM: I contacted Zara through their Chatbot in their website. I asked for the number of the Grievance Department or their Customer Complaints Department. Zara asked me to wait for an agent. After several minutes, Zara closed the chat without connecting me to an agent. Please answer the following questions: How come I have received such conflicting information from Zara about my refunds? Since I have waited the 14 days that Zara told me to wait for my refund, how come I have not received my refund for both orders?