Unpaid refund

Order number: *** I am lodging a formal complaint regarding an unresolved refund for items purchased from Steve Madden using PayJustNow. I purchased items from Steve Madden in January 2026 and returned them within the permitted return period (approximately two weeks later). By the time the return was processed, two PayJustNow instalments had already been deducted from my account:

First instalment: 22 January 2026 Second instalment: 15 February 2026

PayJustNow reversed the second instalment on 15 February 2026. However, the first instalment deducted on 22 January 2026 has never been refunded. I contacted PayJustNow in March 2026 and was advised that they can only process refunds upon instruction from the supplier. I then escalated the matter to Steve Madden on 24 April 2026, where I was informed that they had already refunded PayJustNow and that I must follow up with them. I am now caught between the two parties, each referring me back to the other, while my refund remains outstanding. This is unacceptable and has caused unnecessary inconvenience and financial prejudice. I formally request that Steve Madden and PayJustNow liaise directly with each other to resolve this matter and ensure that the outstanding first instalment is refunded without further delay. Proof of return, payment deductions, and correspondence can be provided upon request. Should this matter not be resolved urgently, I will have no option but to escalate it further through formal consumer protection channels. I request written confirmation of corrective action and timelines for the refund.