Punjab National Bank [PNB] — refund not credited in account

Address:

Udaipur, Rajasthan, 313001

I have purchased a product online from my debit card. Havent received my refunf. And despite continual contact with the site and raising complaints i am asked to check with the branch i have my account. I have the reference no. And payment id and that too is not sufficient for pnb.
I have sent my bank pass book screenshots to the shopping site and they have again chevked the same and raised a complaint and when i went back to bank with the payment id they told me there is no such software which can check this reference no. They people ate asking me utr no. And the shopping site is providing me the reference no. Which as per pnb is not utr no.