Canara Bank — refund processed on ecommerce sites is not cleared at bank

I had cancelled an order at eCommerce sites and refund processed from them. Contacted bank several times no proper response. Given all reference numbers. They not checked anything at their side. It is 70+ days, don't know where amount is.

I have sent several emails to escalation team no response to any emails. I have also shared ARN number and reference number received from merchant