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Did the message centre asks if you need further help during business hours? I tried typing "need help" and it gives me auto message asking if I need more help, once I click "I need more help", it transferred me to a real person.
I see. From what I know, when refund is issued, it usually goes back to your credit card or your account automatically within a time frame. And you should get an email from PayPal saying you have been refunded.
So I found an old post on the community regarding the same issue answered by a moderator: Please try clearing the cache and cookies in your browser and login to PayPal again to try to accept the refund. If the problem persists, please contact customer service for further troubleshooting. To contact customer service, please click Contact at the bottom of the PayPal website for available options, or reach out by Facebook or Twitter.
Hope this helps. I would also keep contacting PayPal through message centre, explain the situation again, and see if they will resolve the issue for you.