I have received two separate e-mails with totally different content about the refund process. One thing I didn’t understood from the PDFs attached - which contain “a lot of information”, understand none, regarding where is the order number. May I point out that there are 2 order numbers per order.
First number is shown in the main form here:
And the other number is when you open your order here:
Could you be more specific which number you require in addition a customer to refund his money? Does the order number need to contain a hash?
Also, could you you give us all an estimation, a solid estimation with end date. When you will make the refund? When do you really expect to make the final 35% delivery?
As far as I remember from post(s) on the community you have all needed funds already to make the final batch and even refund the people which require that.
One more thing - don’t use Zendesk for support, create your own support platform, or at least be responsive and answer the questions stated in the support ticket. Till now, no one from the support have answered even one of my questions.