Problems with refund from App

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We received by mistake a very big bill from a Shopify App, and after exchanging some emails with them, they agreed to refund us. It's been over a week and the refund is nowhere to be seen (although they say they've notified Shopify about it).

Our bill is due in a few days, and it would be very hard for us to pay it, but if we don't, our store will be shutdown. Is there any way to get someone to look at our case? The ticket number is 24984758. We would really appreciate if someone can give us an answer, as our situation is quite critical, and we don't know if this is even being looked at.

Best Regards,