Urbanic — Refund pending on my paytm wallet since 9 days

My return pickup was done 9 days ago but the refund is still showing as pending on my paytm and has not come through.
Urbanic team is not responding with a solution it is frustrating and I did not expect this from urbanic.
The paytm prompt showed that it might take 3-5 days for this to come through but it has been 9 days and urbanic and paytm are both not giving me a solution.