Andhra Bank — I have to get refund from max fashion with ccavenue but not credited into my account

Address:

8-34, shivalayam street kutukuluru, 533264

Hi Nagendra, the refund for the value of Rs 649.5 & Rs 649.5 has been successfully processed from our end to your source account on 17th Dec'19. The bank reference number is [protected] as per CC Avenue which is our payment gateway partner. We are also sharing the screenshot of CC Avenue which confirms that the refund has been successfully processed. Request you to please check with your bank with the shared reference number. But amount was not credit into my account still now 16 days completed
And also send details to Andhra bank through mail
Please help on this