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The only time you have "issue a refund" facility is if payment is completed and you received money.
If the transaction is a purchase at a online shop and the transaction is Pending temporary authorization, you must contact merchant to cancel the order.
If payment is marked completed, contact merchant to cancel order and request a refund. If no response, you can click "Report a problem" in the transaction details to file an Item Not Received dispute to request a refund.