Ozon's Money Back Fiasco: A Cautionary Tale

I placed an order, #44210085-0400, on Ozon on November 23rd and paid with my Yandex digital card (ending in 9972). But that same morning, I canceled the order because I no longer needed it. Later that day, Ozon sent me an invoice, #1946, stating they'd return the 46,580 rubles. I figured, okay, I'll wait it out. Four days went by, and I still hadn't seen the money, so I reached out to Ozon's customer support. They told me it'd take 1-3 business days, but I waited some more. On the 10th day, I contacted them again, and they said it'd actually take 10 days. Still, no money. I went back to customer support, and they claimed Ozon hadn't even returned the funds. I sent over all the relevant documents, and they suggested I contact a different support team. That team just told me they were looking into it and fell silent. It's like they're just passing the buck. In my Yandex bank account, the funds were still listed as 'in processing'. I was starting to think they'd just disappear. They even suggested I split the payment until the issue was resolved. It's clear they're not going to bother looking for it, so I don't recommend this service. Since the loss is over 3,000,000 rubles, I've been forced to contact the police, prosecutor's office, and Rospotrebnadzor to see if they can help me recover the money. I was expecting a hassle-free experience with Ozon, but what I got was a money back nightmare. The whole ordeal has left me frustrated and disappointed. I hope others will learn from my experience and think twice before using Ozon for their online shopping needs. I've had it with Ozon's customer support. They're making it way too hard to get my money back.