Refund Not Working

I’ve been trying to get a refund from the template I bought from WordPress. When I go to “My Upgrades” and click “cancel and refund” the window pops up to enter why you want a refund and confirm to send an email. I do this and then it goes back to “My Upgrades” and says notifies “User or Token does not have access to specified site.” No email comes, and it doesn’t give me further explanation. HELP.