It seems to be a bug on our side. It's already reported and our team is working on it.
For now, please request a refund choosing some different category, but mention in the title that it's about a refund :) Our system should categorize it properly.
We are sorry for the inconveniences.

Please rest assured that your ticket is still open and an agent will pick it up as soon as possible.
We are very sorry for the delays, we are still quite overwhelmed, but we are doing our best to answer every single user who needs our help and replies to an automated message to inform us about it.