Just copy and paste the order number

And your BTC address

Send both of them to the borg

I usually send it a couple times in a row they are busy people and it's hard for them to keep track of what's been done

It's very easy for them to just skip past a message

Send them a couple in a row and make sure the order number is the right one you need a refund for

After that wait 3 days you should be Gucci