Error Messages

From Amazon.com:

Refund requests may take longer than expected. We are processing your request as quickly as we can and apologize in advance for any delays. We appreciate your patience.

This error message has been showing for a month on my request to return an item for a refund, I have never heard from the seller, no A to Z claim appears on the order page, the online chat says exactly the same thing every time I try it ie takes me back to the order page and the error message, what do I do